Position Summary:

The Manager, Loyalty Experience is responsible for supporting the development and implementation of program benefits and ensuring a reliable, consistent delivery of Mosaic and TrueBlue customer experience. This team is responsible for, but not limited to, overseeing the program’s benefits structure and customer value prop for the TrueBlue and more specifically the Mosaic program. The role will support the Director, Loyalty Program & Experience in the development and construction of the TrueBlue program to maximize customer retention and spend. This role will work cross functionally with the Marketing, Email, and Loyalty Strategy & Analytics teams to identify areas of opportunity to drive consistency and execute strategies that capitalize on those opportunities.

Essential Functions

• Oversees team responsible for customer experience elements of the program designed to drive TrueBlue customer engagement including definition of program benefits (incl. Mosaic), loyalty experience (digital, travel ribbon, events, etc.) and customer recognition
• Develops and executes tactics that increase engagement in the TrueBlue program, increases new enrollments and reduce attrition of existing members
• Directs the TrueBlue Mosaic program and creates valued and differentiated benefits that drive increased spend on JetBlue while ensuring delivery of the Mosaic experience across the travel ribbon
• Works closely with Loyalty Strategy & Analytics to evaluates and recommend new ways to engender customer loyalty with improved experience or benefits and leads roll-out of initiatives
• Coordinates with Loyalty Marketing to execute strategy to educate customers on the value of TrueBlue, drive loyalty to JetBlue, enhance the customer experience and grow lifetime customer value and profitability
• Collaborates with IT and Digital teams to continuously improve TrueBlue customer portal and digital experience throughout travel ribbon
• Maintains domain expertise of the loyalty space both within and outside of the airline industry and rigorously benchmarks JetBlue’s loyalty program benefits versus competitors
• Determines methods to collect customer feedback to make the most informed program decisions possible
• Work with various teams in the Marketing organization to identify best ways to communicate the program to our customers
• Inspires crewmembers on the team to improve data competency and decision making/collaboration
• Develops strategies to acquire additional high value customers (Mosaics) via creative status matching, and/or promotional activities
• Works with internal stakeholders across the travel ribbon to ensure Mosaic experience is being delivered consistently
• Determine the right key performance indicators (KPIs) to track program health of existing members
• Evaluates and recommends new ways to create customer loyalty
• 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 airline, loyalty, finance or commercial experience
• Strong proficiency in using Microsoft Office, especially Outlook, Excel and PowerPoint
• Strong analytical and problem-solving skills
• 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

• Expert in data analytics and visualization software (SQL, Spotfire, Tableau, etc.) 
• Ability to cultivate a broad understanding of the entire TrueBlue program including marketing, operations, metrics, financials/liability, customer service and training
• 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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