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Loyalty and Retention Manager

Job Description and Responsibilities:

Loyalty Program

  • Develop and implement a strategy to grow membership in loyalty programs for CheapOair and OneTravel.
  • Design and manage end to end, omnichannel communications strategy focused on attracting, developing, engaging and retaining customers
  • Work closely with marketing analysts and finance team to gauge return and profitability of rewards efforts and establish metrics/build reports to measure program success
  • Understand and respond to the needs of current customers. Define and build customer loyalty tiers and corresponding benefits.
  • Design and deliver marketing campaigns that are data-driven and segment-focused with accountability for campaign effectiveness
  • Streamline and automate processes for member enrollment, member benefits, promotion fulfillment, and program reporting working closely with cross-functional supporting teams (product, analytics, technology, and other marketing functions)
  • Work with the product, operations, and CRM teams to build, test and launch new loyalty program features as well as optimize current program offerings to improve member engagement and satisfaction, as well as drive, increased engagement and sales.
  • Manage program  performance and customer activity reporting to address areas including customer segmentation, program and campaign level impact (return on investment and profitability), customer demographics, and benefits usage recommending reasoned adjustments to the program
  • Establish and manage relationships with vendors, Redemption Partners, Partner Merchants and internal resources to coordinate delivery for effective programs and promotional campaigns that are consistent with branding and general product merchandising requirements

Qualifications:

  • Must have a minimum of 5 years of experience in Marketing with at least 2 years focused on Loyalty Rewards Programs.
  • Bachelor’s degree in a related field required
  • Proven track record of program management of technology projects, strategy development, operations, and business planning
  • Proven track-record working with various, cross-functional, internal and external groups to deliver meaningful results on time and on budget with limited direction
  • Strong analytical skills, including strong data and financial analysis skills
  • Strong project management and communications skills
  • Ability to deal with ambiguity and change within a fast paced environment
  • Advanced level knowledge of Microsoft Excel and PowerPoint presentation creation

Personal Impact:

Our casual company culture boasts innovation, collaboration and harbors a unique entrepreneurial spirit.

The right people will. . .
 

  • Understand the unique challenges and tremendous opportunities associated with a rapidly growing fast-paced, entrepreneurial environment, with the ability to deal with ambiguity but equally the freedom to explore and innovate.
  • Manage continuously evolving sets of priorities when everything (really everything!) is important.  You can’t get overwhelmed or sidetracked easily.
  • Be vocal with idea generation; speaking-up fuels discussion, ideation, and group-think.  98% ideas may fly by the wayside – but your impenetrable spirit allows the other 2% to soar! Your voice defines the value you bring to the organization.
  • Have the maturity to work on goals at hand, but also the ability to consider overall strategies
  • Understand power of our ownership culture; built on principles and values that compel everyone at Fareportal to think and act like an owner of the business

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Fareportal’s Mission is to “Make travel effortless, affordable, and enjoyable by providing customers with their perfect trip, through the relentless pursuit of innovation in technology and unsurpassed customer service.” If you love technology, travel and innovation, commence your journey here.
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