Travel Loyalty & Marketing Operations Manager

AARP; Washington (District of Columbia); Hybrid; USD 120,000 - 180,000; Full time

Job summary

AARP Services, Inc. is seeking a senior marketing and loyalty leader to optimize CRM programs, drive customer engagement, and manage digital marketing initiatives across multiple channels.

You will translate business goals into actionable campaigns, collaborate with agencies and internal teams, and focus on delivering measurable growth for AARP members and partners. The role emphasizes data-driven decisions, cross-functional collaboration, and improving loyalty journey experiences across digital

Qualifications

• Bachelor’s degree in Marketing, Business, Hospitality, Travel, Analytics, Information Systems, Digital Product, Technology, or a related field.
• 6+ years of experience in loyalty, marketing operations, CRM, customer engagement, marketing technology, or related functions.
• Experience supporting loyalty programs and customer journeys.
• Strong understanding of customer journeys, loyalty enrollment, campaign tracking, data flows, reporting needs.
• Ability to translate business, loyalty, and marketing needs into clear requirements and plans.

Responsibilities

• Designs and implements communications and outreach strategies for target audiences across digital channels.
• Manages and optimizes the organization’s digital properties and KPIs to drive engagement.
• Oversees content creation and documents strategies for campaigns across business units.
• Develops digital marketing strategies and builds strategic partnerships to enhance engagement.
• Tracks KPIs, benchmarks trends, and adjusts tactics to improve performance.

Skills

Project management

Communication

Problem-solving

Stakeholder management

Organizational skills

Education

Bachelor’s degree in Marketing/Business/Analytics

Job description

Overview

AARP Services, Inc., founded in 1999, is a wholly-owned taxable subsidiary of AARP. AARP Services manages the provider relationships for and performs quality control oversight of the wide range of products and services that carry the AARP name and are made available by independent providers as benefits to AARP’s millions of members. The provider offers currently span health products, financial products, travel and leisure products, and life event services. Specific products include Medicare supplemental insurance; credit cards, auto and home, mobile home and motorcycle insurance, life insurance and annuities; member discounts on rental cars, cruises, vacation packages and lodging; special offers on technology and gifts; pharmacy services and legal services. AARP Services also engages in new product development activities for AARP and provides certain consulting services to outside companies.

Overview

AARP Services, Inc., founded in 1999, is a wholly-owned taxable subsidiary of AARP. AARP Services manages the provider relationships for and performs quality control oversight of the wide range of products and services that carry the AARP name and are made available by independent providers as benefits to AARP’s millions of members. The provider offers currently span health products, financial products, travel and leisure products, and life event services. Specific products include Medicare supplemental insurance; credit cards, auto and home, mobile home and motorcycle insurance, life insurance and annuities; member discounts on rental cars, cruises, vacation packages and lodging; special offers on technology and gifts; pharmacy services and legal services. AARP Services also engages in new product development activities for AARP and provides certain consulting services to outside companies.

Responsibilities

• Designs and implements communications and outreach strategies tailored for target audiences, digital channels, and strategic objectives that inform, educate, and influence both internal and external audiences.
• Manages the organization's digital properties. Supports and manages the overall strategic direction of organizational digital platforms. Optimizes online channels against key performance indicators and makes data-informed decisions.
• Oversees content creation for various digital platforms. Leads efforts to identify and document strategies for campaigns, working with multiple business units. Provides analyses and recommendations on digital strategies that align with organizational initiatives and goals. Identify appropriate channels. Designs campaigns to meet specific and varied business unit objectives. Tracks performance and implements necessary changes.
• Works with internal and external teams to develop and execute digital marketing strategies that increase organizational brand equity and build affinity and engagement among programs. Builds and manages strategic partnerships across the enterprise to enhance business unit effectiveness on digital and social channels.
• Tracks and measure results and KPIs and adjusts tactics, accordingly. Keeps abreast of the latest digital trends and best practices to inform digital marketing strategies, as well as to aid internal knowledge sharing.
• Provides exceptional client service by developing timelines to meet project commitments and ensuring deliverables from across the organization and external partners are on time.
• Develops and maintains relationships with internal clients, ensuring a solid understanding of their objectives, developing plans to achieve them across channels Identifies vendors best suited to advance organizational goals and proactively manage vendor relationships to ensure successful completion of projects, obligations, and expectations.
• Identifies vendors bests suited to advance organizational goals and proactively manage vendor relationships to ensure successful completion of projects, obligations, and expectations.

Qualifications

• Bachelor’s degree in Marketing, Business, Hospitality, Travel, Analytics, Information Systems, Digital Product, Technology, or a related field.
• 6+ years of experience in loyalty, marketing operations, CRM, customer engagement, marketing technology, digital operations, analytics operations, e-commerce, travel, hospitality, or a related customer growth function.
• Experience supporting loyalty programs, customer engagement initiatives, CRM programs, retention strategies, marketing operations, or digital customer journeys.
• Strong understanding of customer journeys, loyalty enrollment, campaign tracking, marketing data flows, quality checks, reporting needs, and system dependencies.
• Ability to translate business, loyalty, and marketing needs into clear requirements, workflows, documentation, implementation plans, and operational processes.
• Experience collaborating with technical teams, agencies, vendors, analytics partners, customer care teams, and business stakeholders.
• Strong project management, communication, problem-solving, stakeholder management, and organizational skills.

Preferred

• Experience in travel, hospitality, OTA, cruise, airline, tourism, e-commerce, or marketplace environments, with experience launching or operating loyalty, membership, CRM, customer engagement, or personalization programs and working across digital platforms, partner integrations, booking flows, customer journeys, analytics, marketing automation, and operational dependencies; familiarity with loyalty economics, customer lifetime value, rewards and redemption behavior, forecasting, business cases, and developing launch checklists, testing plans, acceptance criteria, process documentation, operating playbooks, or digital quality controls.

AARP will not sponsor an employment visa for this position.

Additional Requirements

• Regular and reliable job attendance
• Effective verbal and written communication skills
• Exhibit respect and understanding of others to maintain professional relationships
• Independent judgement in evaluation options to make sound decisions
• In office/open office environment with the ability to work effectively surrounded by moderate noise

Hybrid Work Environment

AARP observes Mondays and Fridays as remote workdays, except for essential functions. Remote work can only be done within the United States and its territories.

Compensation And Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition and tuition reimbursement.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.