Job Summary:
The Strategic Planning Supervise for the Airline Loyalty Program is responsible for developing, managing, and optimizing strategic initiatives to enhance customer engagement, retention, and revenue growth through the airline‘s frequent flyer or loyalty program. This position plays a key role in aligning loyalty program strategies with broader business objectives, driving data-driven decision-making, and coordinating cross-functional projects to improve the overall value and performance of the program.
Key Responsibilities:
- Develop and execute strategic plans to grow and evolve the airline’s loyalty program, fostering a loyal customer base.
- Monitor and analyze loyalty program KPIs and member behavior to identify trends, opportunities, and risks.
- Lead cross-functional initiatives with Marketing, Revenue Management, Partnerships, and IT to improve program value and customer experience.
- Evaluate competitive loyalty programs and industry trends to benchmark performance and suggest enhancements.
- Assist in financial modeling and forecasting of loyalty program performance, member value, and ROI.
- Support development of new program features, tiers, redemption options, or promotional campaigns.
- Supervise analysts or junior team members, providing guidance on market research, data analysis, and strategic projects.
- Prepare executive-level reports and presentations summarizing findings and strategic recommendations.
- Ensure compliance with regulatory requirements, data privacy standards, and internal controls.
- Manage relationships with internal stakeholders and external partners, such as airline alliance members or co-branded credit card providers.
Core Competencies & Skills
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Strategic Thinking & Planning
- Ability to develop long-term strategies aligned with business goals.
- Experience in loyalty program design and evolution.
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Data Analysis & Performance Monitoring
- Proficiency in analyzing KPIs, customer behavior, and program performance.
- Familiarity with tools like SQL, Excel, Tableau, or other BI platforms.
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Cross-Functional Leadership
- Strong collaboration skills with departments like Marketing, Revenue Management, IT, and Partnerships.
- Project management experience is a plus.
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Industry & Competitive Intelligence
- Knowledge of airline loyalty programs and competitive benchmarking.
- Awareness of trends in travel, aviation, and customer engagement.
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Financial Acumen
- Experience in financial modeling, forecasting, and ROI analysis.
- Understanding of loyalty program economics and member value.
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Innovation & Program Development
- Ability to conceptualize and implement new features, tiers, and campaigns.
- Creative thinking to enhance customer experience and retention.
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Team Leadership
- Experience supervising analysts or junior staff.
- Mentoring and guiding strategic research and analysis.
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Communication & Reporting
- Strong presentation skills for executive-level reporting.
- Ability to translate data into actionable insights.
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Compliance & Risk Management
- Understanding of data privacy regulations and internal controls.
- Experience managing compliance in loyalty or customer data programs.
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Stakeholder & Partner Management
- Relationship-building with internal teams and external partners (e.g., alliances, credit card providers).
📚 Likely Qualifications
- Bachelor’s degree in Business, Marketing, Economics, or related field
- 5–10 years of experience in loyalty programs, strategic planning, or airline/travel industry.
- Proven track record of leading strategic initiatives and delivering measurable results.
