Director of Member Loyalty & Engagement Strategy

Southwest Airlines Co.; Dallas (TX); On-site; USD 188,000 - 206,000; Full time

Benefits offered by this job

Fly for free on Southwest flights for你

401(k) Company match up to 9.3%

Profit-sharing contributions

Competitive health insurance

Benefits start day 1

Job summary

Southwest Airlines Co. in Dallas, TX seeks a Director Loyalty Member Engagement who will lead lifecycle and engagement strategies to grow Rapid Rewards value.

You’ll shape journeys from onboarding through tier progression and win-back, using data insights to drive engagement and lifetime value across channels. Collaborating with Loyalty, Marketing, Digital, Technology, Analytics, Credit Card and Commercial teams, you’ll build new capabilities, lead cross-functional initiatives, and steer the

Qualifications

• Demonstrated leadership experience directing teams.
• Advanced business acumen with experience in loyalty programs.
• Experience in lifecycle marketing and customer retention strategies.
• Preferred: travel, hospitality, loyalty industry experience.

Responsibilities

• Architect strategy and implement end-to-end member journeys across digital and physical touchpoints.
• Define the offer architecture strategy and promotion calendar.
• Collaborate with CX, Marketing, Technology and Digital teams to deploy predictive models and real-time triggers.
• Hold full accountability for core Loyalty lifecycle KPIs.
• Establish A/B and multivariate testing frameworks.
• Collaborate with business partners to build roadmap integrations for Marketing and Loyalty tech stack.
• Align cross-functional Marketing and Digital design teams to deliver brand messages.
• Partner across the Enterprise to embed Loyalty mechanics into mobile app and web flows.
• May perform other duties as directed.

Skills

Leadership

Customer lifecycle

Data analytics

Marketing coordination

Cross-functional collaboration

Education

High School Diploma or GED

Tools

Adobe Analytics

Job description

Southwest Airlines Co. in Dallas, TX seeks a Director Loyalty Member Engagement who will lead lifecycle and engagement strategies to grow Rapid Rewards value.

You’ll shape journeys from onboarding through tier progression and win-back, using data insights to drive engagement and lifetime value across channels. Collaborating with Loyalty, Marketing, Digital, Technology, Analytics, Credit Card and Commercial teams, you’ll build new capabilities, lead cross-functional initiatives, and steer the