Loyalty Manager

British Airways; Coventry; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading airline is seeking a Loyalty Manager to optimize its Loyalty Programme, define strategies, and lead a team to enhance customer value. Candidates should have deep experience in loyalty, strong analytical skills, and a degree-level education. This role emphasizes managing relationships and overseeing operational changes, offering a competitive benefits package that includes extensive travel perks.

Benefits

Unlimited basic and premium standby tickets

30 discounted ‘Hotline’ airfares per year

Qualifications

• Strong experience driving beneficial change, ideally in tech or product.
• Ability to articulate arguments using data.

Responsibilities

• Define and implement BA's strategy for Loyalty.
• Lead a team of 5 for optimal results.
• Create a long-term vision for Loyalty.
• Deliver commercial and customer benefits through transformation.
• Balance commercial and customer outcomes from Loyalty.

Skills

Proven experience of getting things done

Expert knowledge of Loyalty

Expert knowledge of airline commercial strategy

Practical experience with data and analytical tools

Education

Education to degree level and/or equivalent experience

Job description

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleague

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role: Loyalty Manager

We’re seeking an experienced airline Loyalty Manager to maximise the value to BA of Loyalty by optimising the Loyalty Programme (The BA Club) and uses of the Loyalty currency (Avios). You’ll define the Loyalty strategy, building positive relationships with key stakeholder and developing and inspiring the team to success.

What you’ll do

• Be accountable for defining and implementing BA’s strategy and approach to Loyalty.
• Lead a team of 5 providing coaching, expertise & guidance to deliver optimal results.
• Create a long-term vision for Loyalty, aligned with IAGL, and put in place a transformation plan to achieve this vision.
• Deliver significant commercial and customer benefits through transformation.
• Balance trade-offs between commercial and customer outcomes from Loyalty.
• Lead Loyalty governance and stakeholder management within BA including managing IAGL relationship; and informing or reaching agreement with other BA stakeholders (Customer, PR, CLT, etc.)
• Lead creation of monthly CEOs Loyalty Board content and material.
• Review and monitor Loyalty performance from all angles: customer, commercial, and internal BA/IAGL including Loyalty ‘trading’.
• Make Loyalty a data-led discipline where decisions are always quantitative and objective with clear rationale.
• Act as the central point for Loyalty within BA, representing to IAG, joint businesses, oneworld, etc.
• Oversee Loyalty tech changes, including managing a budget, developing business cases, and delivering changes and improvements on schedule.

Your Experience

• Education to degree level and/or equivalent experience
• Proven experience of getting things done and driving beneficial change, ideally including tech or product changes
• Expert knowledge of Loyalty and its role in airline commercials
• Expert knowledge of wider airline commercial and customer strategy
• Practical experience with data and analytical tools and techniques, and articulating argument using data

At British Airways, you’ll not only be shaping the future of our programmes—you’ll be shaping the future of travel itself

What we offer

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.