Senior Manager, Customer Loyalty

Senior Manager, Customer Loyalty

Responsibilities

• Responsible for the development of the customer journey to deepen flier engagement and increase revenue and customer retention
• Optimize the flow and cadence of communications across e-mail, app and website
• Work with the social and growth managers to build a cohesive flow between owned, earned and paid channels
• Provide leadership, direction, and functional guidance to our GX Program including events held for this cohort (nascent Blade “millennial” members) 
• Lead the development of a loyalty program to deepen engagement and drive frequency with our existing fliers
• E-mail & SMS/Push Marketing execution: Develop, in advance, an e-mail & SMS schedule and execution in line with the overall brand content and promotional strategy.  Coordinate this schedule with the Social Media as well as Creative members of the team.
• Define, and maintain lifecycle marketing journeys including triggered and segmentation with the focus on growing the LTV of our leisure and business travelers.
• Complete creative briefs and work with the appropriate teams (brand marketing, creative) to bring e-mails to execution.
• E-mail Marketing strategy: Drive growth of e-mail programs, identifying new opportunities to improve ROI through new products, programs and/or improved contact strategies.
• SMS/Push Management: Define and execute SMS program vision, content strategy, and creative messaging (including execution) in line with overall content strategy and promotional cadence.
• CRM. Understand and build upon segmentation strategies and how they contribute to overall performance metrics. Look for meaningful ways to contribute to the overall lifecycle marketing strategies through CRM data.  Track and optimize performance across channels.
• Manage E-mail and SMS/Push Notification vendor relationship and contract agreements (i.e., Salesforce, Klavyio, One-Signal Mixed Panel).
• Provide daily/weekly reporting and analytics on E-mail, SMS/Push metrics, growth, and action plan for continuous improvement on response rates and customer retention.
• Monitor and analyze communications performance trends for usability and conversion optimization with a focus on revenue goals.
• Own the accountability for our e-mail operations and production, ensuring the quality and on-time execution of all direct and e-mail campaigns.
• Develop an in-depth understanding of current business policies/procedures/pricing and operations while determining optimal program execution methods.

Basic Qualifications

• Bachelor’s degree or equivalent combination of education, training and/or experience.
• 5-8 years of digital retention marketing experience (e-commerce experience preferred).
  

Preferred Qualifications

• Strategic + Hands-On: Experience crafting strategy as well as tactical implementation.
• Data-Driven + Excellent Communication Skills: Strong analytical skills analyzing large data sets and turning them into actionable insights.
• Self-Motivated + Team-Oriented: works well independently and collaboratively with all levels of the organization.
• Decisive + Accountable: Must demonstrate sound decision-making and ability to react quickly under pressure.
• Detail-oriented, flexible with an ability to multi-task and manage shifting priorities.
• Organized, strong project management skills with proven track record of delivering high quality work under tight timelines.
• Operates effectively and independently in a fast-paced, deadline-driven environment.
• Exceptional written and excellent verbal communication skills required.
• Entrepreneurial, nimble, scrappy and has a strong work ethic.