Position Summary:

The Senior Manager of Loyalty Redemptions oversees the redemptions and airline partners for JetBlue’s loyalty program, TrueBlue, and is responsible for managing the suite of loyalty redemption products for JetBlue and developing a competitive portfolio of preferred airline loyalty partners. The Senior Manager is a thought leader with the goal of balancing the maximization loyalty flown revenues with leveraging redemption customer value to engender deeper customer loyalty and engagement with TrueBlue, as well as a key player in structuring and directing loyalty revenue analytics.

Essential Functions

• Oversees the policies, procedures and structure of TrueBlue redemptions on both JetBlue and other airline partners, as well as the day-to-day management of the revenue performance. Continuously evaluates the structure and offerings of redemption products and implements any necessary changes based on rigorous quantitative and qualitative analysis
• Manages all loyalty aspects of JetBlue’s existing portfolio of airline partners and develops and executes plan to continually improve versatility of partnerships, identifies opportunities to expand to new partners
• Monitors the health and competitiveness of redemption offerings, undertakes revenue reporting, competitive analysis, program integrity and core structure of the burn elements of the TrueBlue program
• Maintains domain expertise of the loyalty redemptions within and outside of the airline industry and rigorously benchmarks JetBlue’s offering versus competitors
• Evaluates and recommends new structural ways to growth loyalty revenue and engender customer loyalty and leads roll-out of any new redemption initiatives and/or products
• Works closely with colleagues in IT and Digital to ensure the proper functioning and delivery of redemption products
• Coordinates with Financial Planning & Analysis (FP&A) and Revenue Accounting to forecast Loyalty flown revenue trends and regularly reports on performance
• Collaborates closely with the Manager of Loyalty Marketing to promote loyalty redemptions and air partner relationships to drive both revenue growth and Loyalty / Co-Brand program growth
• Structures and designs analyses to better understand customer behavior and works closely with Strategy and Marketing teams to guide analysis and make recommendations
• Perform financial modeling on an ad hoc basis as needed to support the loyalty program
• 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
• Six (6) years of airline, loyalty, finance or commercial experience
• Five (5) years of experience managing projects or leading teams
• 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 (10%)
• 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
• Must be 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
• Five (5) years of loyalty marketing experience
• Seven (7) years of airline, loyalty, finance or commercial experience
• 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 SQL, Tableau and Spotfire
• Knowledge of airline industry trends and travel technology
• Loyalty Marketing Expertise: Knowledge of customer loyalty and engagement strategies, tactics, tools and production

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 $111,400.00 and $156,600.00 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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