Loyalty Experience Manager

• Serve as the subject matter expert and program owner for defined loyalty experiences across brands and points of sale
• Ensure consistent end-to-end experiences across site experience, communications, and agent support articles
• Maintain program rule documentation and align terms and conditions with live experiences
• Partner with Legal, Product, Technology, Finance, Accounting, Loyalty Performance, and brands on loyalty experience changes
• Maintain a prioritized enhancement backlog informed by data, traveler feedback, audits, and issue trends
• Build business cases quantifying traveler impact, costs, expected returns, and loyalty economics
• Own a key loyalty operations process end-to-end, including priorities, workflows, documentation, and outputs
• Continuously improve operational processes for speed, quality, traveler outcomes, and risk management
• Lead issue management, remediation, and cross-functional resolution for member-impacting issues
• Execute bi-annual audits and monitor controls, KPIs, and guardrails across loyalty mechanics

Requirements

• 7+ years of relevant experience
• Experience in loyalty, marketing, product operations, or a related discipline
• Experience running or optimizing complex customer programs and processes
• Strong understanding of loyalty program mechanics and customer journeys
• Proven ability to design and run scalable operational processes, documentation, and frameworks
• Comfortable using data to diagnose issues, size opportunities, and measure impact
• Experience with Excel, Tableau, or similar analytics platforms strongly preferred
• Ability to interpret financial and performance data and understand P&L and unit economics impacts
• Ability to build business cases balancing traveler value, cost, and commercial outcomes
• Ability to collaborate across functions and levels using clear written and verbal communication
• Ability to manage multiple projects while remaining organized and detail-oriented
• Resilience and adaptability as priorities and strategies evolve
• Proficiency with modern collaboration tools
• Openness to leveraging AI and automation
• Bachelor’s degree preferred

Core Competencies

Demonstrates expertise in loyalty program mechanics and operational processes, with a strong ability to analyze data for decision-making and improve customer experiences. Proficient in building business cases that balance traveler value and commercial outcomes while managing cross-functional collaborations.

Highest-signal resume keywords

• Loyalty Program Mechanics
• Operational Process Design
• Data Analysis and Interpretation
• Business Case Development
• Cross-Functional Collaboration

ATS Optimization Keywords

Hard Skills

• Loyalty Experience Management
• Program Rule Documentation
• Operational Workflow Management
• KPI Monitoring
• Customer Journey Optimization

Soft Skills

• Organizational Skills
• Detail-Oriented
• Resilience
• Adaptability
• Clear Communication

Industry Keywords

• Loyalty Marketing
• Customer Programs
• Financial Data Interpretation
• P&L Understanding
• Traveler Impact Analysis

Tools & Technologies

• Excel
• Tableau
• Modern Collaboration Tools
• Analytics Platforms