Director of Product Management (Loyalty)

Title: Director of Product, Loyalty 

Location: New York, US 

Type: Hybrid 

Job Description 

Who We Are 

Fareportal is a travel technology company powering a next-generation travel concierge service. Utilizing its innovative technology and company owned and operated global contact centres, Fareportal has built strong industry partnerships providing customers access to over 500 airlines, a million lodgings, and hundreds of car rental companies around the globe. With a portfolio of consumer travel brands including CheapOair and OneTravel, Fareportal enables consumers to book-online, on mobile apps for iOS and Android, by phone, or live chat. Fareportal provides its airline partners with access to a broad customer base that books high-yielding international travel and add-on ancillaries. 

HIGHLIGHTS 

• Fareportal is the number 1 privately held online travel company in flight volume. 
• Fareportal partners with over 500 airlines, 1 million lodgings, and hundreds of car rental companies worldwide. 
• 2019 annual sales exceeded $5 billion. 
• Fareportal sees over 150 million unique visitors annually to our desktop and mobile sites. 
• Fareportal, with its global workforce of over 2,600 employees, is strategically positioned with 9 offices in 6 countries and headquartered in New York City. 

Role Description 

In May 2022, we unified the loyalty programs across our multiple travel brands and launched ClubMiles, a cross-brand loyalty program (Enhanced Travel Rewards Program Brings First-time Cross Brand Accrual and Redemption Feature).  

Towards furthering the evolution of our ClubMiles loyalty program, as the Director of Product, you will play a pivotal role in continuing to enhance and grow the program to deliver more value to our members and reward their loyalty. This transformation will include creative, engaging ways to grow high quality membership, enabling redemptions towards the assortment of ancillary products that we offer and towards cross-selling for hotels, cars, vacation packages, and more. You will also ensure alignment of the loyalty program’s growth with our mobile app strategy, creating synergies that reduce marketing costs and drive repeat travel bookings, fostering significant growth and innovation opportunities. You will align the business vision, market trends, customer feedback, qualitative and quantitative insights to create, prioritize, and execute the loyalty product roadmap that delivers sustainable business growth. 

Key Responsibilities 

• Lead the strategic expansion of our loyalty program with a focus on increasing value for members 
• Ideate, model, develop and implement program construct and strategies for enabling redemptions towards ancillary products, cross-selling, and gamification to drive repeat bookings 
• Extensively utilize digital analytics to form and validate hypothesis, launch new features and program benefits, tailor offerings and recommendations to individual preferences 
• Elevate member experience by offering personalized rewards, exclusive benefits, and a user-friendly redemption process, run AB tests to identify the optimum solution to balance customer value and business KPIs 
• Collaborate closely with cross-functional product teams to ensure the loyalty program is seamlessly integrated at various touchpoints 
• Leverage mobile app growth strategies to drive loyalty program expansion and vice versa 
• Develop and manage financial models to forecast the impact of loyalty program changes on revenue, cost, profitability, customer retention, NPS, and optimize the financial gains while maximizing customer benefits 
• Work closely with cross-functional groups including product, design, data, engineering, finance, legal, marketing operations, infosec to align and execute the loyalty program roadmap and ensure seamless integration with our offerings 
• Partner with marketing and operations teams to help reduce customer acquisition costs through targeted marketing campaigns, elevated customer service and personalized incentives for members 
• Influence and lead a high-performing cross-functional team by providing clear direction, mentorship, and growth opportunities 
• Develop annual and quarterly product plans along with other squads/tribes, ensuring alignment with company objectives, coordinate across teams to ensure dependencies are aligned and features are delivered timely 
• Regularly present product plans, product performance and KPI updates to executive leadership team 

Qualifications 

• Bachelor’s degree in computer science, information system, engineering, economics, finance, marketing or a related field, MBA preferred 
• 10+ years of product management experience in ecommerce, managing high volume B2C products. Travel ecommerce, loyalty/rewards program experience preferred 
• Strong strategic, product thinker with customer centric mindset, business intelligence, financial modeling, data analytics, and problem-solving skills 
• Experience performing end-to-end product development activities, including product market fit, value proposition, business impact modeling, GTM planning, launch, and product growth activities 
• Strong data driven prioritization abilities while successfully calibrating and influencing cross-functional priorities towards broader company growth 
• Strong hands-on experience with A/B testing with a strong understanding of data-driven decision-making 
• Previous experience managing B2C loyalty programs and products preferred 
• Extensive experience with digital analytics and business reporting tools like Google Analytics, Adobe Analytics, PowerBI, or similar tools 
• Demonstrated leadership experience, with a track record of building and leading high-performing teams 
• Exceptional communication and collaboration skills, with the ability to work cross-functionally and influence stakeholders at all levels including executive leadership 
• A strategic thinker with a customer-centric mindset and a passion for delivering outstanding travel experiences. 

Benefits & Perks 

Fareportal offers our team members a wide range of market-leading benefits and other perks, including: 

• Health, Dental and Vision Benefits 
• Competitive Paid Time Off and Leave Policies  
• Employee Friendly Technology and Gadget Policies    

Disclaimer 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Fareportal reserves the right to change the job duties, responsibilities, expectations or requirements posted here at any time at the Company’s sole discretion, with or without notice. 

Fareportal is proud to be an equal opportunity employer.  We strive to create a culture of diversity and inclusion for all our team members and are committed to maintaining a workplace that is free from unlawful discrimination and harassment. Unlawful discrimination based upon race, color, religious creed, sex, gender, pregnancy, gender identity, gender expression, sexual orientation, national or ethnic origin, ancestry, citizenship, age, marital status, genetic information, medical condition, physical or mental disability, military and veteran status and all other characteristics prescribed by law is strictly prohibited.