Sr. Manager Rapid Rewards Strategy

Southwest Airlines • Dallas, TX

9d • $153,000 - $170,000 • Onsite

About The Position

As a Sr. Manager Rapid Rewards Strategy, you’ll lead the strategy and end-to-end management of the Rapid Rewards program, including tiers and benefits, the points ecosystem, partnership strategy and management, and the overall member experience. This role will help shape the program by building business cases, defining strategy, developing deployment plans, and creating business requirements for more than 20 cross-functional initiatives. This role needs you to think big, bring fresh ideas, and use your loyalty expertise to explore new, creative ways to elevate the program. Additional Details The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX Headquarters facility during business hours. U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available. We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics. Model the Southwest Way Guide and lead Team Members using SWA talent management practices to coach, develop, and engage Employees Adhere to Company values and competencies to foster a Culture of inclusion, recognition, and support of a safe work environment Invest in Leadership and self-growth through participating in continuous learning and development

Requirements

• Advanced knowledge of principles and methods for showing, promoting, and selling products or services, including marketing strategy and tactics, product demonstration, sales techniques, digital direct response marketing, and sales control systems
• Advanced skills in strategic thinking, growth planning, and cross-functional execution
• Skilled in both Acquisitions marketing and Existing Customer marketing, channel management and campaign planning
• Skilled in strategic program growth, financials, and partnership management
• Skilled in strategic thinking, and marketing strategy
• Skilled in product development, digital/mobile marketing, project and product management
• Skilled in contract management and negotiation
• Skilled in business case development, cost/benefit trade-offs and return on investment analyses.
• Skilled in communicating effectively by listening intently, questioning appropriately, influencing outcomes, and articulating clearly in both written and verbal formats
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
• Knowledge of principles and processes for providing Customer and personal services, including Customer needs assessment, meeting quality standards for services, and evaluation of Customer Satisfaction
• Knowledge of principles and methods for moving People or goods by air, rail, sea, or road, including the relative costs and benefits
• Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems
• Skilled in understanding and applying information to contribute to the organization’s strategic plan
• Skilled in considering the relative costs and benefits of potential actions to choose the most appropriate one
• Skilled in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
• Ability to generate or use different sets of rules for combining or grouping things in different ways
• Ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem
• Required: High School Diploma or GED
• Demonstrated experience in directly or indirectly leading team(s)
• Fully functioning, broad knowledge in: Developing Customer-facing product strategies and road mapping
• Expert skills in strategic program growth, financials and/or partnership management
• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
• Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age
• Must be able to comply with Company attendance standards as described in established guidelines
• Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
• Ability to communicate and interact with others in the English language to meet the demands of the job
• Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

Nice To Haves

• Preferred: Experience leading or redesigning a customer loyalty program
• Preferred: Experience in the airline industry
• Preferred: Experience building business cases for loyalty or customer engagement initiatives
• Preferred: Experience using analytics, testing, and customer insights to drive loyalty program decisions
• Preferred: Experience managing large, multi-workstream strategic initiatives

Responsibilities

• Responsible for creating and overseeing strategies for Customer retention, Customer engagement and the overarching Rapid Rewards Program
• Oversee Rapid Rewards program structure, inclusive of tier structure, benefits, tier thresholds, Rapid Reward point earn and burn mechanisms and Tier Qualifying Point earning scheme to ensure strong Customer retention
• Develop and maintain plan to execute against performance expectations, including managing day-to-day program performance and maintaining long-term program revenue growth plan
• Lead the Rapid Reward technology and testing/optimization roadmap, with Digital and Technology partners, to develop capabilities and program optimization to drive incremental Rapid Rewards acquisitions, increased Customer engagement and improved Customer experience
• Partner with Financial Teams on the forecasting, ROIs, budgets and business performance of Rapid Rewards program and other growth initiatives
• Build, interpret and maintain business cases for program evolutions/improvements
• Manage partner relationships with Rapid Rewards partners, leading business review meetings, partnering on the development and execution of shared initiatives
• Define and oversee digital and analytical learning agenda to understand strategic drivers and insights that facilitate improved Rapid Rewards acquisition, engagement and retention
• Develop strategic plans to address pain points and opportunities in the program
• Collaborate closely with various Department Leaders and their Teams to develop aligned plans and strategies
• Serve as subject matter expert for Internal and External Teams in discussions related to the Rapid Rewards program
• Cultivate, support, and promote an organizational Culture that promotes high performance, high morale, integrity, trust, and Teamwork
• Deliver clear, concise and focused communication with Team, Leaders and Partners and encourage candid communication within the Team
• May perform other job duties as directed by Employee's Leaders

Benefits

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
• Southwest will help fund your 401(k) retirement savings with Company contributions up to 9.3% of your eligible earnings
• Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan- when Southwest profits, you profit
• Competitive health insurance for you and your eligible dependents (including pets)
• Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED