Director Loyalty Member Engagement Strategy

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

Requirements

• Education - Required: High School Diploma or GED
• Experience - Demonstrated experience in directly or indirectly leading team(s) - Advanced level Business Acumen in functional area - Seasoned and specialized knowledge in: Leading and managing large-scale B2C loyalty programs, lifecycle marketing, or customer retention strategy within Travel, Hospitality, Retail, E-commerce or Financial Services/Fin Tech. Demonstrated quantitative mastery with deep fluency in financial modeling, data analytics, cohort tracking, and testing methodologies, scaling enterprise Customer Data Platforms (CDPs) and automated journey orchestration engines - Preferred: Travel, hospitality, airline, or loyalty industry experience - Preferred: Adobe Analytics experience - Preferred: Experience with marketing technology stacks and activation platforms - Preferred: Experience in Customer segmentation strategy - Preferred: Experience in rewards, membership, or subscription programs - Preferred: Knowledge of loyalty economics - Preferred: Knowledge in data analytics, marketing, busines

Preferred

• Travel, hospitality, airline, or loyalty industry experience
• Adobe Analytics experience
• Experience with marketing technology stacks and activation platforms
• Experience in Customer segmentation strategy
• Experience in rewards, membership, or subscription programs
• Knowledge of loyalty economics
• Knowledge in data analytics, marketing, busines

Benefits

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
• Southwest will help fund your Retirement Savings Plan, which includes a dollar for-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings**
• Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan—when Southwest profits, you profit***
• Competitive health insurance for you and your eligible dependents
• Southwest offers health plan coverage options that start from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment.
• Explore more benefits you’ll love: https://careers.southwestair.com/benefits
• *Pay amount doesn’t guarantee employment for any particular period.
• **401(k) Company match contributions are subject to the plan’s vesting schedule. Match contributions may vary based on the position.
• *** Profit-sharing contributions are subject to the Retirement Savings Plan vesting schedule and are made at the discretion of the Company.