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The Loyalty & Strategic Partnerships role will be in charge of creating and managing programs and partnerships designed to create deeper engagement with Signature's guests. Informed by Customer Insights, the Manager of Guest Engagement - Loyalty and Strategic Partnerships leads the strategy and execution of Signature's Strategic Partnerships – contributing over $9M in bottom line revenue annually. Access to Signature's customers is a valuable asset that this leader will manage and optimize.

This leader will continue to identify and create new partnerships that bring value to Signature, the partner, and Signature's customers. The day-to-day execution of these partnerships includes working with multiple GMs across the network to execute in-base advertising proposals, rental car issues, and multiple other ad hoc issue resolutions. This leader will work closely with the Sr. Director of Guest Experience and Engagement to execute and optimize the new rental car GX and partnership model for Signature and the industry. In addition, this leader will develop the loyalty strategies for all of Signature's existing loyalty programs, which today include Signature Status and Tailwins programs. This Manager will work closely with the Loyalty Product Manager as we create Loyalty 2.0.

Loyalty

• Contribute to the re-imagination of loyalty programs at Signature to create a new loyalty strategy designed to create deeper, more meaningful engagement with guests

• Collaborate across departments to capture guest engagement objectives and identify benefits and rewards to incentivize key guest behaviors

• Analyze customer data to identify strategies to engage with key customer segments

• Work closely with the Customer Care Team to ensure customer issues are resolved, and customer real-world experiences with the programs inform improvements to the loyalty programs(s)

• Partner with IT and potentially third-party vendors to ensure the loyalty platform meets design requirements

• Lead testing efforts are required when DSF or other Signature digital projects interact with Signature's loyalty programs.

• Manages a team of 2-3 contractors who perform Customer Care for Loyalty

Strategic Partnerships

• Create a strategic partnership strategy to drive revenue and improve Signature's guest experience informed by customer insights.

• Own Signature's rental car strategy and relationships, developing an optimal guest experience with key rental car partners while also maximizing revenue for Signature

• Own and drive Signature's advertising partnerships with Clear Channel, JetSet Media, and other similar agencies to optimize revenue to Signature for 3 rd party exposure to Signature's audiences while using customer insights to ensure relevancy.

• Own and drive other key partnerships, including any brand that Signature exposes to its customers or passengers, driven by balancing customer insights and revenue.

• Drive the strategy to maximize the overall value and customer satisfaction that can be derived by working closely with partners.

• Collaborate with various leaders whenever a 3 rd party gains an audience with Signature's customers or passengers to ensure optimal value exchange and relevancy driven by customer data and insights.

Minimum Education and/or Experience:

• Bachelor's degree required, preferably in economics, business, math, or marketing

• 7+ years' experience in loyalty, partnerships, or management/strategy consulting, demonstrating progressive career growth and a pattern of exceptional performance; equivalent to a management/strategy consulting

Additional knowledge and skills:

• Strong background in quantitative research and/or analytics at a digital marketing platform, agency/publisher setting/company

• Demonstrated ability to synthesize business and consumer data from multiple sources into insights with practical application to business needs

• Experience applying basic business strategy frameworks (e.g., 3 C's, 4P's, Porter's 5 Forces)

• Experience using a hypothesis-driven approach to answer a business question and identifying ways to test a hypothesis (can be as part of a team)

• Demonstrated quantitative acumen, including ability to use Excel and other technology platforms to conduct data analysis

• Top-notch quantitative and analytical skills; ability to find structure, logic, and insight in complex business problems to provide meaningful conclusions

• Experience working with data and analytics teams

• Strong project management skills and experience balancing multiple projects or responsibilities simultaneously

• Experience with B2B & B2C brands, ideally with consumer segmentation and brand positioning; understands and can articulate viewpoint from the voice of the customer.