Manager - Loyalty Operations & Analytics
Job Category: Marketing
Requisition Number: MANAG004544
Posted: August 28, 2024
Employment Type: Full-Time
Locations
At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - it’s our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need – saving them money along the way.
What We Stand For
Low Fares Done Right is our mission and we strive to bring it to life every day. Our ‘Done Right’ promise means delivering not only affordable prices, but making travel friendly and easy for our customers. To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers - we’re not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.
At Frontier, we like to think we’re creating something very special for our team members. Work is why we’re here, but the perks are nice too:
- Flight benefits for you and your family to fly on Frontier Airlines.
- Buddy passes for your friends so they can experience what makes us so great.
- Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages.
- Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors.
- Enjoy a ‘Dress for your Day’ business casual environment.
- Flexible work schedules that support work/life balance.
- Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1st of the month following your hire date.
- We play our part to make a difference. The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.
Who We Are
Frontier Airlines is a leading ultra-low cost carrier headquartered in Denver, Colorado. With a mission to deliver Low Fares Done Right, the company provides affordable, convenient and accessible air travel throughout the U.S., Caribbean, Mexico and Latin America. Frontier’s highly fuel-efficient, all-Airbus fleet is among the youngest and most modern of any carrier within the U.S. That, combined with the airline’s many weight-saving initiatives and focus on operational efficiencies, makes Frontier America’s Greenest Airline.* Each Frontier Airlines plane tail features a special animal with a unique name and backstory. Many of the featured species are endangered or threatened, part of the airline’s commitment to underscore and raise awareness for their plight. Frontier serves approximately 100 destinations throughout North America and operates 500-plus daily flights, on average. The airline employs more than 7,000 team members and has crew bases in more than a dozen U.S. cities. Frontier Airlines., Inc., is a subsidiary of Frontier Group Holdings, Inc. (NASDAQ: ULCC).
* Frontier is the most fuel-efficient of all major U.S. carriers when measured by ASMs per fuel gallon consumed.
What Will You Be Doing?
This position is responsible for managing the operation, reporting, forecasting and configuration functions to support Frontier loyalty products - the co-branded credit card program, Discount Den paid membership program, FRONTIER Miles and other loyalty partnerships. They will lead a team responsible for the health of Frontier’s loyalty technology systems, loyalty analytics outputs, developing and reporting loyalty forecasts, and will work as primary liaison with Systems Vendors, Marketing, and Frontier IT to support future development of the systems. This position will have managerial responsibility over multiple resources dedicated to the development, operation and reporting of Frontier’s loyalty and partnership programs. Additionally, this position will serve as the day-to-day contact with partners technical contacts and other commercial teams.
Essential Functions
- Develop and maintain forecasts related to all loyalty products.
- Manage the configuration, operation, and future development of Frontier’s loyalty system.
- Serve as the key point of contact for internal and third-party customer care teams, ensuring seamless support for our loyalty membership base.
- Contribute to the efficient functioning of Frontier's mileage-based loyalty program within the ULCC business model and for our loyal members.
- Collaborate on the refinement of updated terms and conditions for Frontier’s loyalty offerings and promotional initiatives.
- Utilize technical expertise to investigate and address issues and discrepancies within the loyalty system reported by internal stakeholders, partners, or members.
- Oversee and maintain data connections to ensure the delivery of member data to actionable marketing platforms for revenue-generating endeavors.
- Review and refine analytical models using statistical methods to deliver ongoing reports for marketing, loyalty, sales, distribution, and ancillary travel teams.
- Evaluate database access and analytics programming to analyze diverse data sources and relevant databases used by Frontier.
- Integrate third-party data platforms and portals to merge and analyze partner data alongside internal sources at Frontier.
- Implement testing protocols and reporting mechanisms to optimize outcomes across loyalty marketing, sales, and distribution endeavors.
- Assess and report on the financial performance of marketing, loyalty, sales, distribution, and ancillary travel teams through modeling and analytics.
- Aid in Frontier’s strategic marketing approach by supporting the planning, testing, and execution of marketing campaigns for the Frontier Airlines loyalty and partnership programs, encompassing various promotional channels such as web, email, statements, events, in-flight, sponsorships, and online marketing initiatives.
- Negotiate contracts with external vendors that will lead to effective account acquisition programs and reductions in per unit costs.
- Monitor and analyze the performance of co-brand, Discount Den, and loyalty initiatives and present results to senior management team.
- Quantify enhancements to all programs, establish membership and revenue goals, improve the overall functionality of the programs on all channels.
- Support other Loyalty Marketing initiatives as needed.
Qualifications
- Bachelor’s degree in marketing, Finance or related area of study.
- 5-7 years in marketing or finance with at least 2 years in a supervisory role managing stakeholders and/or individual contributors.
- Ability to manage multiple priorities and manage marketing projects, production schedules, and promotional events, while consistently meeting deadlines.
- Must have good attention to detail for copy proofing/editing.
- Exceptional presentation and oral communication skills.
- Exceptional writing and copy editing skills.
- Advanced skill level using Excel for data manipulation and analysis.
- Strong knowledge of and experience with reporting packages (PowerBI, Tableau, Alteryx), databases (SQL, VS Code), or programming (R, Python).
- Knowledge of statistics and experience using statistical packages for analyzing datasets (including, but not limited to SAS, R or MATLAB).
- Strong analytical skills with the ability to collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy.
- Ability to work collaboratively with other departments, partners and staff.
- Ability to manage multiple contractors/trainers.
- Ability to participate in the annual budget process and establish revenue and expense forecasts.
- Strong corporate vendor development and relationship building skills.
- Ability to travel 30% of time.
- Knowledge of airline and credit card marketing, as well as frequent flyer program rules and procedures.
Knowledge, Skills and Abilities
- Advanced programming skills, with knowledge of SQL, R or Python strongly preferred.
- Ability to write code to query against disparate data sources.
- Excellent data formatting and modeling skills (clean and precise code).
- Comfortable receiving feedback and quickly change course based on business needs.
- Team player who can work collaboratively with other departments, partners and marketers.
- Must have excellent communication and interpersonal skills.
- Must be self-motivated, self-starter, have a sense of urgency and extremely well-organized.
- Ability to work with minimum supervision in a collaborative team environment.
- Microsoft office product skills including Excel and PowerPoint.
- Ability to meet deadlines while working in a fast-paced, changing environment.
- Must exercise sound business judgment and handle confidential information with sensitivity.
- Must be a team player with ability to work on several projects at a time.
- Must be comfortable working around the airports both above and under wing when needed.
Equipment Operated
Standard office equipment, including PC, copier, fax machine, printer.
Physical Effort
Generally, not required.
Supervision Received
Considerable Latitude: The incumbent establishes methods and procedures for attaining specific goals and objectives, and receives guidance in terms of broad goals. Only the final results of work are typically reviewed.
Positions Supervised
- Loyalty Operations Analysts (2)
- Loyalty Data Analysts (2)
Salary Range
$90,094 - $119,583
Please note: this posting has a closing date of 9/23/2024, midnight MT.
Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.
Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.
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