Senior Product Manager - Loyalty & Partnerships

Heathrow Airport; Hounslow; On-site; GBP 150,000 - 200,000

Job description

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Job Description

The Senior Product Manager - Loyalty & Partnerships is responsible for developing and leading the loyalty strategy at Heathrow, defining the future growth of the Heathrow Rewards loyalty program. The role involves collaborating with digital, technology, cyber and finance teams to develop and implement new program features aimed at increasing the member base, driving member participation, and growing incremental revenue.

Additionally, the role includes developing and leading a partnership program to onboard new partners from retail, aviation, and other industries, as well as managing a team to establish and deliver loyalty offers and campaigns for business growth.

The Senior Product Manager will also manage the loyalty technology platform and supplier relationship, define the product roadmap and business planning, and partner with marketing and digital and technology teams for technology implementation support across web and app, marketing promotions, CRM programs, and campaigns to engage members.

Responsibilities

• Overseeing the development of a calendar of campaigns and communications.
• Modelling loyalty promotions to balance business liability from promotions against activity that drives incremental revenue.
• Managing the creative briefing process for external agencies, overseeing and supporting the team for creative assets and campaign copy production.
• Building and developing partnership initiatives to engage the existing base and acquire new members. Managing and maintaining reporting framework to measure and communicate campaign performance. Ensure GDPR compliance and best practices.
• Owning the loyalty features roadmap with the technology platform provider. Building the business case for future investment and development.
• Partnering with Digital product owners for web and app development. Lead the team in the development of loyalty lifecycle and trigger-led campaigns.
• Providing knowledge on emerging loyalty program innovations to internal and external audiences. Leading a loyalty team to deliver business objectives and support individuals for career growth.
• Partnering with the procurement team on the necessary tender processes and manage related supplier and partnership contracts.
• Managing the platform relationship and partner with technology teams to ensure platform performance, cyber security, and governance.
• Maintaining relationships with Commercial proposition owners (Retail Account Managers, Surface Access, Aviation, VIP, and Premium Services Managers) to identify opportunities to incorporate their content within campaigns and report on activity and performance.
• Leading and maintaining relationships with existing loyalty partners and develop new partner opportunities. Oversee strategic output from data and creative agencies to ensure campaigns are delivered on time and meet expectations.

Qualifications

• Proven experience in working within or managing a Loyalty program.
• Additional experience within direct marketing, CRM, customer data or other similar fields (operational or consultative roles).
• Experience of writing briefs and managing day to day relationships with external agencies and technology partners.
• A good knowledge of the Data Protection Act, and other data collection and processing legislation and best practices.
• Data insight/ analytical experience.
• Experience of Loyalty technology platforms.
• Travel/ Leisure, Hospitality, Retail, Loyalty sector experience - highly desirable.