Manager Loyalty Program Experience

Position Title: Manager Loyalty Program Experience

Position Summary

The Manager Loyalty Program Experience will manage the structure and design of JetBlue's loyalty program, TrueBlue. This candidate will be responsible for overseeing both the day-to-day and long-term strategy around the program's benefits, value proposition and member experience. As a key role within the Customer Loyalty organization, this Manager will be looked at as a key thought leader within the TrueBlue team and the broader JetBlue Commercial leadership team.

Essential Responsibilities

• Oversee the Loyalty Program Experience team responsible for the evaluation of current and potential future customer benefits for TrueBlue and Mosaic members
• Forecast costs related to both program benefits and Mosaic member population
• Develop and execute tactics that increase engagement in the TrueBlue program and reduce attrition of existing members
• Maintain domain expertise of the loyalty space both within and outside of the airline industry and rigorously benchmark JetBlue's loyalty program versus competitors
• Evaluate and recommend new ways to engender customer loyalty and lead roll-out of any new initiatives and/or promotions
• Outline the desired TrueBlue customer experience across all key touchpoints including but not limited to Airports, Customer Support and Inflight
• Work closely with colleagues in IT, Revenue Accounting, Revenue Management and Customer Support to ensure the proper functioning of the program and delivery of member customer service
• Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor's Degree OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous related work experience
• Five (5) years of customer loyalty, marketing, credit card or airline commercial experience
• Strong proficiency in using Microsoft Office, especially Outlook, Excel and PowerPoint
• Strong analytical and problem-solving skills, with experience structuring complex analyses and making strategic recommendations and translating complex concepts into simplified and understandable examples
• Ability to manage multiple competing priorities in a fast-paced environment
• Comprehension of loyalty program space

• Ability to build relationships and work across all levels and influence with impact
• Available for occasional overnight travel (20%)
• Must be in possession of valid travel documents with the ability to travel in and out of the United States
• Must pass a pre-employment drug test
• Legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Master's Degree in business administration or related field
• Four (4) years of loyalty marketing experience
• Five (5) years of experience managing or leading teams
• Ability to cultivate a broad understanding of the entire TrueBlue program including marketing, operations, metrics, financials/liability, customer service and training
• Knowledge of and experience using Structured Query Language (SQL) and Tableau
• Knowledge of airline industry trends and travel technology

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Must fulfill safety accountabilities as prescribed by JetBlue's Safety Management System
• Promote JetBlue's #1 value of safety as a Safety Ambassador, supporting JetBlue's Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Uphold JetBlue's safety performance metric goals and understand how they relate to their duties and responsibilities

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

Compensation:

• The base pay range for this position is between $81,000.00 and $136,200.00 per year. Base pay is one component of JetBlue's total compensation package, which may also include performance bonuses, restricted stock units, as well as access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.

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