Performance Director, Loyalty Program
Performance Director, Loyalty Program
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Job Description
Reporting to the Loyalty Department the incumbent is responsible for ensuring that the programs financial and engagement objectives are met:
- The strategy and implementation of loyalty program performance management including the achievement of customer base engagement point issuance and redemption objectives;
- Strategy and implementation of the codevelopment of the programs value proposition highlighting all air (Air Transat brand) and touroperator (Transat brand) product lines;
- Supervision of a team including two resources but expected to grow over the next few years to 5 resources.
Responsabilities:
PERFORMANCE MANAGEMENT
The practice consists of implementing and managing a process that will enable us to evaluate the performance of the loyalty program understand the factors behind it and propose and prioritize approaches to positively influence them. An iterative approach will enable the development of commercial levers and management tools to accelerate program growth:
- Act as the main link with the finance team and the management committee for strategic recommendations forecasts reporting and analysis regarding loyalty program performance (accumulation redemption and liability management);
- Coordinate with the analytics team to create reports dashboards and tools to analyze communicate and influence the achievement of loyalty program objectives;
- Develop processes and action plans for continuous improvement of loyalty program performance in collaboration with the relevant sectors;
- Influence the programs roadmap for new products and components to maximize member engagement.
- Act as a client to the marketing and CRM teams in the development of program performance campaigns;
- Develop a risk management approach for the loyalty program.
CURRENCY MANAGEMENT
The practice consists of continuously improving the pricing of rewards offered and the enhancement of the accumulation offer within the program in order to maximize member satisfaction while meeting the financial targets of the program and external stakeholders (Revenue Management partners etc.):
- Manage the LMS (Loyalty Management System) the associated business rules and the roadmap for its investments and developments;
- Develop and manage the governance of the business rules associated with the accumulation and redemption of points in the program;
- Analyze measure and predict point expiry rates and breakage management to balance member engagement and program financial performance;
- Manage and optimize rewards mix and points pricing to balance member engagement and program financial performance.
PROGRAM DESIGN
The practice involves developing a design approach relevant to the introduction of new sources of engagement into the program to inform business cases business decisions and member experience:
- Monitor emerging member engagement trends best practices and solutions in the broader loyalty industry to assess opportunities for program growth;
- Develop and implement the travel rewards and member experience portfolio roadmap;
- In conjunction with the Financial Director develop analytical models to evaluate the impact of new loyalty program initiatives;
- In conjunction with the Financial Director develop and enrich the program modeling and decision support practice within the loyalty team to support business decisions including internal negotiations new product exploration and integrations;
- Produce robust business cases to support the launch of new projects and programs.
SUPPORT FOR INTERNAL BUSINESS UNITS
The practice involves positioning the loyalty program as the lever of choice for achieving business objectives within Transat and its business units. This will require developing a culture of test and learn and sharing best practices:
- Work closely with teams (marketing eCom revenue management etc.) to identify needs and opportunities and develop appropriate solutions;
- Develop and implement an approach to measuring and sharing results and insights;
- Directly support the evolution of the CRM practice in the context of the integration of the loyalty program within Transat.
Qualifications :
- Minimum ten (10) years experience in the airline industry
- Minimum of five (5) years as a loyalty or revenue management or pricing manager
- Minimum of five (5) years as a personnel manager
- Undergraduate degree in mathematics economics or industrial engineering or in a similar field
- Excellent oral and written communication skills
- Bilingualism in French and English essential*
- Knowledge and experience of the airline industry
- Outstanding analytical and popularization skills recognized organizational skills and excellent team spirit
*A good knowledge of French is required for positions in Quebec. The incumbent will be required to communicate and collaborate frequently in English both orally and in writing with colleagues customers and other stakeholders in Quebec the rest of Canada and internationally.
Additional Information :
Hybrid schedule main workplace; 300 rue LoPariseau Montreal H2X 4B3
#LIHybrid
#LICB1
Employment Equity
At Transat we foster an environment where inclusiveness respect and equity reign. We endeavour to build a workforce that reflects the diversity of our customers as well as the communities to which we travel. We encourage women members of visible minorities ethnic minorities aboriginal peoples as well as people with disabilities to submit their candidacy. Transat will accommodate people with disabilities throughout the recruitment and selection process. If you require an accommodation please contact us in order to work together in meeting adequately your needs.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
