JOB SUMMARY
The Senior Manager, Customer Loyalty is instrumental in maximizing customer lifetime value and driving customer engagement. This position will be responsible for supporting the vision and strategic development of loyalty and cobranded credit card program benefits while ensuring a reliable and consistent customer experience.
ESSENTIAL FUNCTIONS
The Senior Manager, Customer Loyalty is responsible for these key areas:
- Loyalty Program
- Manage all aspects of developing and operating the loyalty program in order to drive membership growth and increase engagement, retention, and profitability.
- Drive and execute key rewards initiatives.
- Track and report on KPI metrics, analyze results, tests and optimizations and identify areas of opportunity.
- Continually monitor competitor loyalty programs.
- Work with eCommerce and Marketing teams to develop tactics, assets and content plan, integrating digital initiatives and manage the promotional calendar across email communications and the loyalty program.
- Identify and manage external vendor relationships related to loyalty.
- Manage the loyalty marketing budget.
- Identify and implement changes that will continue to add value to the redesigned loyalty program.
- Co-Branded Credit Card Program
- Manage the credit card program and third-party loyalty relationships.
- Ensure that program is aligned with overall loyalty strategy, customer needs, and profitability targets.
- Develop and execute the marketing plan to maximize cardmember enrollment, engagement, and retention.
- Own the long-term strategic vision for program features, benefits, and positioning.
- Customer Analytics and Insights
- Lead customer database capabilities development and oversee customer data management.
- Understand current landscape of customer data and basic segmentation to recommend future requirements and enhancements.
- Define lifecycle marketing strategies and segmentation approach to identify valuable customers and opportunities that drive increased engagement and revenue.
- Develop and manage customer database analytics, reporting and analysis to improve consumer understanding and deliver insights that drive growth and retention.
- Leadership
- Develop and grow team members.
- Be a driving force for cross-functional collaboration, ensuring stakeholders are aligned and informed.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SUPERVISORY RESPONSIBILITY
This position will manage direct reports.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
- 5+ years of experience in marketing with a focus on customer retention and a deep understanding of lifecycle marketing, email marketing, and loyalty marketing
- 2+ years of management/supervisor experience with increasing leadership responsibilities
- Bachelors degree with significant coursework in a quantitative discipline
- Strong marketing industry knowledge and problem-solving skills
- Strong analytical aptitude with a data driven mindset
- Ability to understand loyalty financials and design a program that is financially sound
- Entrepreneurial mindset, with the tenacity to develop ideas independently and thrive in a fast-paced environment
- Demonstrated ability to collaborate and drive results at all levels within an organization; Building partnerships and ensures shared successes
- Exceptional communication and listening skills with the ability to leverage those skills to gain buy-in and drive change
- Passion for learning, innovating, and consistently improving
- Relentless customer focus
- Proficient in Excel, PowerPoint, Teams, Word, Outlook, Access, and on the Internet
PREFERRED SKILLS
- Experience in airline or hospitality industry loyalty or customer analytics experience
WORK ENVIRONMENT
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or fingers, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
ADDITIONAL NOTES
N/A
AAP/EEO STATEMENT
It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
