Director Loyalty Program Management

Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you. 

The Director of Loyalty Program Management leads the teams responsible for delivering Air Group’s award-winning Mileage Plan program experience. This senior leader role is responsible for overseeing loyalty platform economics, systems, and strategic implementation. As a people leader, this position leads a diverse cross-functional team and is expected to exercise considerable autonomy and initiative. An analytical disposition, strong outcome orientation, and a bias-for-action are a must.

• Lead high-performing team responsible for delivering against Air Group’s loyalty and cobrand playbook. Oversee the successful execution, delivery, and analysis of Mileage Plan program and co-brand credit card features and promotions.
• Collaborate with key co-brand partners in a highly productive, collaborative way that maximizes results for Air Group. Build long-term relationships that allow Air Group to compete on a national level.
• Deeply understand loyalty program economics and actively work to deliver outcomes that support the success of Air Group and its partners.
• Influence team to proactively identify reporting improvements and optimizations.
• Establish and report on metrics that measure overall program performance and effectiveness including member-level contributions, channel strategy success, and partner profitability.
• Actively engage with the team in a supportive way that supports a high-performance culture. Identify training needs with a focus on ensuring ongoing skills development. Build a pipeline of talent and make personnel changes as required to deliver against organizational goals.
• Deeply understand the competitive environment. Analyze data and market trends to proactively identify areas of potential improvement and innovation.
• Ensure effective oversight and process execution across Mileage Plan’s systems team. Collaboratively identify opportunities to improve team efficiency while building in resiliency to core technical processes.
• Develop deep understanding and subject matter expertise across all the Mileage Plan technical stack. Identify opportunities for continuous improvement with a focus on the guest experience.
• Oversee execution of key Mileage Plan portfolio projects in partnership with the PMO, as applicable. Ensure timely and cogent updates on project statuses.
• Introduce new analytical tools and approaches that enhance the overall effectiveness of the loyalty economics team. Work closely with the centralized data science team to bring new tools to fruition.

Required

• 8 years of experience across loyalty, analytics, program management, or related fields
• 5 years of people leadership experience, with at least 2 of those years directly leading people.
• Bachelor’s degree, with a focus in business, analytics, or related technical/quantitative disciplines.
• Excellent communication (e.g., verbal, written, and listening), interpersonal, and customer relations skills.
• Proven experience with strategic marketing planning, direct marketing, customer segmentation, collateral, and vendor management.
• Superior analytical skills with ability to interact and influence all levels of the organization.
• Proficient in business processes, including personnel management, budgeting and forecasting, and project management.
• High school diploma or equivalent is required.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Contract negotiation experience.
• A Master of Arts/Science degree or a Master of Business Administration degree.

• Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.
• Strong cross-divisional team leader who drives excellence; develops, mentors and coaches others, and can create excitement around a compelling vision in a collaborative, team-oriented fashion.
• Proven project and change management skills, and a thirst for applying research and best practices to existing business problems.

The pay range and total target compensation package listed above is the expected pay offered for this position at the start of employment. Your pay will be based on multiple factors, including and not limited to location, your relevant experience/level, experience level, and skillset while balancing internal equity relative to other Alaska/Horizon employees. Alaska/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

Note: We don't typically hire at the top of the range. 

Alaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.

• Free stand-by travel privileges on Alaska Airlines & Horizon Air with high priority status 
• Select number of confirmed travel credits provided annually 
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off 

For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.

We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.