Director Loyalty Member Engagement Strategy

swa; Dallas (TX); Sur place; USD 180 000 - 240 000; Plein temps

Résumé du poste

Southwest Airlines is seeking a Director of Loyalty Member Engagement Strategy at our Dallas headquarters. You will lead lifecycle and engagement strategies to grow Rapid Rewards value, shaping journeys from onboarding through tier progression and win-back, using data to drive engagement, spend, and lifetime value.

You'll partner across Loyalty, Marketing, Digital, Technology, Analytics, Credit Card, and Commercial teams to translate insights into measurable digital experiences and business

Qualifications

• Experience leading loyalty programs and lifecycle strategies.
• Ability to translate insights into digital experiences.
• Strong leadership and stakeholder management across functions.
• Knowledge of loyalty tech stacks and data-driven decisioning."

Responsabilités

• Architect strategy and scale end-to-end member journeys across digital and physical touchpoints.
• Define offer architecture strategy and a promotional calendar for member cohorts.
• Collaborate with CX, Marketing, Technology and Digital teams on predictive models and real-time triggers.
• Own KPIs for loyalty metrics: active growth, retention, tier migration, and LTV.
• Set up A/B and multivariate testing to measure incrementality and ROI.
• Coordinate with Technology Leaders to roadmap integrations for Loyalty tech stack.
• Ensure brand consistency in messaging and user experiences across channels.
• Embed Loyalty features into native apps and web flows.
• May perform other duties as directed by Leaders.

Connaissances

Leadership

Analytics

Customer journeys

Cross-functional collaboration

Loyalty program expertise

Outils

CDPs

Marketing automation

Real-time decisioning

Description du poste

Department:

Loyalty

Our Company Promise

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Job Description:

The Director Loyalty Member Engagement Strategy Leads the development of lifecycle and engagement strategies that grow the value of Southwest's Rapid Rewards membership base. They'll shape and optimize Customer journeys from onboarding and early engagement through tier progression and win-back, using data and member insights to increase engagement, card spend, and Customer lifetime value. They'll partner across Loyalty, Marketing, Digital, Technology, Analytics, Credit Card, and Commercial Teams to translate insights into measurable digital experiences and business outcomes. The Director Loyalty Member Engagement Strategy leverages strong Leadership, analytical, and Customer journey expertise to build new capabilities, influence cross-functional priorities, and shape the future of the Rapid Rewards 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

Responsibilities

• Architect strategy and implement and scale end-to-end member journeys across all digital and physical touchpoints to drive onboarding, tier progression, active engagement, and churn prevention
• Define the offer architecture strategy and promotion calendar by designing dynamic, high-converting offer structures tailored to specific member cohorts
• Liaison and partner with CX, Marketing, Technology and Digital teams to deploy predictive \"next-best-action\" models and real-time trigger rules that deliver effective, margin-accretive offers across app, email, SMS, and web channels
• Hold full accountability for core Loyalty lifecycle KPIs, including active member growth, retention rate, tier migration velocity and Customer Lifetime Value (LTV)
• Establish rigorous A/B and multivariate testing frameworks to measure true incrementality, campaign ROI, and margin lift across all engagement initiatives
• Collaborate with business partners to build roadmap integrations for the Marketing and Loyalty tech stack in close coordination with Technology Leaders
• Align cross-functional Marketing and Digital design teams to deliver consistent brand messaging, dynamic content assets, and friction-free user experiences
• Partner across the Enterprise to embed Loyalty mechanics, real-time status tracking, and personalized redemption features directly into native mobile app and web customer flows
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

• Deep knowledge and understanding of the drivers of loyalty, tier psychology, habits formation, and mechanics of member retention vs. churn across different customer cohorts
• In-depth knowledge of modern loyalty tech stacks, including Customer Data Platforms (CDPs), marketing automation engines and real-time event-driven decision-making architectures
• Knowledge and understanding of unit economics, point valuation, liability accounting, cost-of-redemption models, and how lifecycle engagement directly impacts long-term customer profitability
• Ability to translate high-level commercial strategies into technical requirements for digital, technology and product Teams
• Skilled in building consensus across Matrixed organizations (balancing business revenue goals with tech debt, digital UX design constraints, and marketing calendars)
• Ability to synthesize complex datasets into clear operational narratives, and actionable C-suite presentations
• Skilled in leveraging customer data and advanced analytics, including cohort analysis, customer lifetime value (LTV) forecasting, and churn