Director of Loyalty Partnerships

The Director of Loyalty Partnerships within JetBlue’s Loyalty Program and Partnerships team will manage all of the TrueBlue Program’s partnerships teams. This team is responsible for not only extending and enhancing the TrueBlue experience across our strategic partners but generating incremental revenue opportunities to support the financial growth goals of the program. This Director will be responsible for the Co-Branded Credit Cards, Airline Loyalty Partners and other Non-Air Partnership teams. As a key role within the Loyalty organization, this Director will be looked at as a key thought leader within the TrueBlue team and the broader JetBlue Commercial leadership team.

Essential Functions:

• Oversees the following categories:
• Co-Brand team responsible for developing and executing the acquisition, retention, spending and loyalty marketing plans for co-branded credit cards, both domestic and international, to drive increased loyalty to JetBlue and grow ancillary revenue
• The Airline Loyalty Partnerships team is responsible for creating an integrated loyalty/customer experience across our global airline partners, covering everything from points earned and burn to reciprocal benefits and recognition
• Non-Air Partnerships team responsible for overseeing TrueBlue’s transfer partnerships, hotel and car rental partnerships, and many other strategic loyalty partners
• Identifies new strategic financial and non-financial partners that fit with the JetBlue brand and are aligned with commercial strategy. Negotiates terms of and executes partnership contracts, and then oversees technical integration with JetBlue’s systems. Develops partner marketing strategies and manages the partner marketing calendar to drive member awareness and utilization of partners
• Is a thought leader in suggesting and evaluating new ways to engender customer loyalty and leads the roll-out of any new initiatives
• Develops the customer experience/communication strategy for all loyalty partnerships in coordination with Personalization, Marketing and Brand teams to deliver best-in-class marketing campaigns and communications across multiple marketing channels (e.g., email, website, direct mail, out-of-home, inflight, airports, telemarketing, PR and internal JetBlue communications) to drive loyalty program and partnerships engagement
• Maintains domain expertise of the loyalty and co-brand space both within and outside of the airline industry and rigorously benchmarks JetBlue’s loyalty program versus competitors
• Continuously evaluates the structure and features of partner agreements and implements any necessary changes based on rigorous quantitative and qualitative analysis
• Collaborates closely with the Director of Loyalty Program and Experience to ensure that the loyalty program strategy and loyalty partnerships strategy are aligned and mutually supportive
• Ensures the team conducts robust financial modeling, forecasting and analytics to support both existing partnership success and new business development in the coordination of the broader strategic loyalty program vision
• Take a significant role in the development of crewmembers to support the 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 High School Diploma/GED and at least four (4) years of previous relevant experience
• Seven (7) years of customer loyalty, marketing, credit card, or airline commercial experience
• Four (4) years of experience managing / 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 (20%)
• Must be in possession of valid travel documents with the ability to travel in and out of the United States
• Must pass a ten (10) year background check and a pre-employment drug test
• Legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications:

• Master’s Degree in business administration or related field
• Ten (10) years of customer loyalty, marketing, credit card, or airline commercial experience
• Five (5) years of experience managing / 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 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:

• Normal office environment

Physical Effort:

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