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There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy, and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k, and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?
Our Marketing and Loyalty team is the strategic force behind United’s industry-leading brand and experience, supporting revenue growth by turning customers into lifelong United flyers. Our marketing communications, market research and brand teams drive travelers’ familiarity and engagement with the United brand. Our product, design and service teams bring the signature United brand to life in our clubs and onboard our aircraft, ensuring a seamless, premier experience. And when customers choose United again and again, that’s because the loyalty team has been hard at work crafting an award-winning program. Our loyalty team manages United MileagePlus®, building travel and lifestyle partnerships that customers can engage with every day, and works with our Star Alliance partners to ensure United can take you anywhere you want to go.
Key Responsibilities:
The Senior Manager- Premier Program handles Premier qualification, member benefits, and program policies. They perform strategic and financial analyses to evaluate the program and determine future direction. This position sets strategic direction and handles the ~ $1B annual investment in Mileage Plus program benefits, including Premier member benefits, to drive loyalty to United Airlines. The Senior Manager ensures that program offerings are competitive, innovative, consistent with overall corporate strategy, and compelling to members.
- Lead airline loyalty program segmentation and customer value proposition, including Premier member benefits, qualification strategy, program accrual and member policies.
- Design and implement on Premier member revenue generation promotions, recognition programs and related marketing plans while collaborate with Sales, Marketing, and Digital Technology teams.
- Perform strategic and financial analysis on the program and benefits by actively monitor competitive offerings, customer satisfaction with benefits, and customer insights about program features to draw strategic insights and project future marketing needs and revenue opportunities.
- Partner with customer experience and other operational collaborators to establish compelling member benefit suite and create effective policies to deliver optimal member experience.
This is a hybrid role based in Chicago, which requires working 50% of the time in-person at Willis Tower.
United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!
Qualifications
What’s needed to succeed (Minimum Qualifications):
- Bachelor's degree in Business or equivalent work experience
- 5+ years' airline experience or related experience in marketing or loyalty programs
- 3+ years' management experience
- Marketing principles, customer segmentation understanding, and revenue management or Ancillary product sales
- Customer retention, acquisition and share of wallet strategies
- Demonstrated strategic problem solver with analytical capability
- Effective oral and written communication skills
- Project management skills
- Ability to work with internal and external collaborators to proactively evolve MileagePlus benefits
- Strong leadership skills
- Must be legally authorized to work in the United States for any employer without sponsorship
- Successful completion of interview required to meet job qualification
- Reliable, punctual attendance is an essential function of the position
What will help you propel from the pack (Preferred Qualifications):
- MBA or Advanced degree in related field to understand customer behavior (Economics, Business Psychology, etc.)
- Advanced knowledge and experience in customer relationship management and direct marketing
- Marketing analytics and promotion design
- Airline pricing and inventory management
United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status, and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.
Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT
