Loyalty Program Manager

About the role

The Loyalty Program Manager oversees the Air‑rewards loyalty initiative, driving member acquisition, engagement, and financial performance across the airline network. This role ensures smooth day‑to‑day operations and cultivates strong relationships with partners and internal stakeholders.

Key responsibilities

• Develop and execute strategies to meet yearly budget and revenue targets for the loyalty program.
• Collaborate with Marketing, E‑Business, Contact Center and other functions to launch data‑driven, segment‑focused promotions.
• Design and monitor performance metrics for member acquisition, earnings, redemptions and incremental revenue.
• Create ad‑hoc and regular reports for senior management.
• Plan and introduce member tiers, new loyalty products and features to enhance the value proposition.
• Manage enrolment, retro‑claims, queries and complaints fulfillment processes.
• Conduct market research and benchmark studies to identify trends and competitive opportunities.
• Develop cost‑effective proposals for internal and external projects that boost program revenue.
• Negotiate agreements with external agencies, system providers and suppliers, maintaining day‑to‑day relationships.

Required profile

• Bachelor’s degree in Commerce, Business Management, Administration or a related field.
• Minimum 7 years of experience in frequent‑flyer or airline loyalty programs, with at least 3 years in a managerial capacity.

Required skills