Senior Loyalty Program Manager

2 weeks ago

Honolulu, Hawaii, United States Hawaiian Airlines Full time

At Hawaiian Airlines, we pride ourselves on delivering exceptional service with a touch of Hawaiian hospitality. We invite you to join our dedicated team of professionals committed to enhancing the travel experience for our valued customers.

Position Overview

As the Senior Loyalty Program Manager, you will be responsible for crafting and implementing the HawaiianMiles strategy. This includes defining member benefits tailored to various segments, developing plans for member growth and engagement, and establishing the necessary infrastructure to support these initiatives. You will oversee the daily operations of the HawaiianMiles program, ensuring compliance and efficiency in all processes. Your role will involve identifying and resolving recurring issues faced by our high-value customers in collaboration with various departments and partners.

Key Responsibilities

  • Design and implement the HawaiianMiles strategy, focusing on member segments and engagement initiatives.
  • Establish and manage the rules and administrative processes of the HawaiianMiles program, ensuring operational compliance.
  • Oversee the daily management of all HawaiianMiles member and elite programs.
  • Identify and address recurring challenges for high-value customers, collaborating with internal teams and external partners.
  • Develop partnership strategies for HawaiianMiles to achieve revenue and profitability objectives.
  • Manage the financial performance of HawaiianMiles partnerships, including parameters for selling, accruing, and redeeming miles.
  • Strengthen relationships with key revenue-generating partners to enhance program value.
  • Increase the attractiveness of the HawaiianMiles currency and customer offerings to drive sales.
  • Present business cases for new opportunities aimed at expanding the business and enhancing member loyalty.
  • Provide analytical insights and performance updates on the program and partnerships to the management team.
  • Mentor and develop direct reports to foster their professional growth.
Minimum Qualifications
  • Bachelor's degree or equivalent experience.
  • A minimum of five years in marketing, partnership management, or program oversight.
  • At least two years of supervisory experience.
  • Experience managing substantial budgets with proven P&L outcomes.
  • Successful track record in launching programs and partnerships on schedule and within budget.
  • Experience in managing accounts and fostering partner relationships.
  • Project management expertise in a fast-paced environment requiring precision and adherence to timelines.
  • Solid understanding of marketing principles and data analysis tools.
  • Knowledge of loyalty program economics and accounting practices.
  • Strong communication skills to effectively engage with customers, vendors, and senior leadership.
  • Ability to manage multiple initiatives and prioritize effectively.
  • Proficient in conceptualizing and executing marketing campaigns.
  • Strong computer skills, including proficiency in Microsoft Office applications.
  • Willingness to travel and work outside standard business hours as necessary.
Preferred Qualifications
  • Experience in the airline industry or loyalty program management.
  • Background in online direct marketing.
About Hawaiian Airlines

As the largest and longest-serving airline in Hawai'i, Hawaiian Airlines offers extensive flight services, connecting the islands with numerous U.S. gateway cities and international destinations. Our commitment to excellence has earned us recognition as a top employer and leader in on-time performance. We strive to connect people with aloha, providing complimentary meals on transpacific routes and flexible mileage options for our HawaiianMiles members.

Hawaiian Airlines is an equal opportunity employer, dedicated to fostering a diverse and inclusive workplace.

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