Director Loyalty Program Management

$157,700 - $252,300/Yr

Alaska Airlines - SeaTac, WA

Full-time - Senior

SeaTac, WA

Air Transportation

About the position

The Director of Loyalty Program Management at Alaska Airlines is a senior leadership role responsible for overseeing the award-winning Mileage Plan program. This position leads a diverse cross-functional team, focusing on loyalty platform economics, systems, and strategic implementation to enhance the customer experience and drive program success. The role requires strong analytical skills, a proactive approach to problem-solving, and the ability to build long-term relationships with co-brand partners.

Responsibilities

• Lead a high-performing team responsible for delivering against Air Group's loyalty and co-brand playbook.
• Oversee the successful execution, delivery, and analysis of the Mileage Plan program and co-brand credit card features and promotions.
• Collaborate with key co-brand partners to maximize results for Air Group.
• Build long-term relationships to enhance Air Group's competitive position.
• Understand loyalty program economics and deliver outcomes that support Air Group and its partners.
• Identify reporting improvements and optimizations for the team.
• Establish and report on metrics measuring program performance and effectiveness.
• Engage with the team to foster a high-performance culture and identify training needs.
• Build a talent pipeline and make personnel changes as necessary.
• Analyze data and market trends to identify areas for improvement and innovation.
• Ensure effective oversight and process execution across Mileage Plan's systems team.
• Identify opportunities for continuous improvement focused on guest experience.
• Oversee execution of key Mileage Plan portfolio projects in partnership with the PMO.
• Introduce new analytical tools to enhance the loyalty economics team's effectiveness.

Requirements

• 8 years of experience in loyalty, analytics, program management, or related fields.
• 5 years of people leadership experience, with at least 2 years directly leading people.
• Bachelor's degree in business, analytics, or related technical/quantitative disciplines.
• Excellent communication, interpersonal, and customer relations skills.
• Proven experience with strategic marketing planning, direct marketing, customer segmentation, and vendor management.
• Superior analytical skills with the ability to influence all levels of the organization.
• Proficient in business processes, including personnel management, budgeting, and project management.

Nice-to-haves

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

Benefits

• 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.