Loyalty Specialist

Description

Are you ready to take flight with one of the newest airlines and help us build the next chapter of airline loyalty? Do you have a passion for membership and rewards programs and a head for the numbers behind them? If you're a data-driven, commercially curious, member-obsessed thinker, the Loyalty Analyst role at Avelo Airlines could be your dream job.

Purpose: As a Loyalty Specialist at Avelo, you'll play a crucial role in growing, managing, and optimizing two of our most important customer products: the Avelo PLUS subscription membership program and the recently launched Avelo Airlines World Elite Mastercard, our co-branded credit card offered through Cardless. You will own the daily performance of these products, partner with our card issuer and internal teams to drive acquisition and engagement and turn member-level data into clear recommendations for leadership. Join us on this exciting journey as we build the future of air travel together!

Responsibilities:

•  Own daily management, growth, and optimization of the Avelo PLUS subscription program, including acquisition, activation, retention, and renewal performance.
•  Manage day-to-day performance of the Avelo Airlines World Elite Mastercard, overseeing key metrics across acquisition funnels, approval rates, spend, activation, and ongoing program enhancements.
•  Act as the primary liaison between Avelo and partners, including card partners such as: Cardless, Mastercard, and potential future partners, ensuring strong collaboration, appropriate levels of support, coordinated co-marketing efforts, and leading regular partner update calls.
•  Monitor and analyze key loyalty KPIs (new member sign-ups, churn, ARPU, average spend, points liability, redemption rates, and program contribution margin) and surface actionable insights and recommendations.
•  Build and maintain dashboards and recurring reporting in Power BI to give leadership a clear, real-time view of subscription and co-brand performance.
•  Develop financial models and forecasts for program economics, including earn/burn behavior, points liability, breakage, and incremental revenue from PLUS and the Mastercard.
•  Partner with the CRM and Lifecycle Marketing team on member segmentation, triggered communications, A/B tests, and personalized offers to drive engagement and lifetime value.
•  Support pricing, benefit design, and promotional strategy for Avelo PLUS and the Mastercard, including renewal pricing, sign-up bonuses, and limited time offers.
•  Collaborate cross-functionally with Marketing, Revenue Management, Finance, Customer Experience, and IT to ensure cohesive execution and reporting across both products.
•  Reconcile loyalty and co-brand reporting with our card issuer (Cardless) and internal Finance to ensure accurate revenue recognition and partner settlements.
•  Assist in the creation of compelling member communications, ad copy, and creative briefs that support PLUS and Mastercard growth campaigns.
•  Conduct competitive analysis of other airline loyalty programs, subscription products, and co-branded card offerings to identify opportunities for improvement.
•  Stay up to date on the latest trends and best practices in airline loyalty, membership programs, and consumer credit cards.

Requirements

• Bachelor's degree in Marketing, Business, Finance, Economics, Statistics, Communications, or a related field.
• 3 or more years of experience in loyalty, subscription, co-branded credit card, CRM, or analytical/commercial roles.
• Proven track record of managing or analyzing a membership, loyalty, or co-brand product and driving measurable performance improvements.
• Proficient in Microsoft Excel, including financial modeling, scenario analysis, and large dataset manipulation.
• Experience in Power BI for dashboarding and executive-ready reporting is a plus.
• Comfortable incorporating AI tools (e.g., Copilot, Claude) into daily workflows to increase speed, quality, and effectiveness of outputs.
• Strong judgment in applying AI-generated insights responsibly, with appropriate validation and brand, legal, and compliance awareness.
• Working knowledge of subscription and/or co-branded credit card economics, KPIs, and reporting standards.
• Prior experience in the airline industry, a co-branded credit card program, or a consumer subscription business is a plus, but not a must.

Competencies:

• Strong analytical skills with the ability to derive insights from member-level data and translate them into program decisions.
• Solid understanding of loyalty program economics, including earn/burn mechanics, breakage, points liability, and partner-funded vs. airline-funded rewards.
• Comfort working with financial models, member cohorts, and subscription/credit card metrics (CAC, LTV, retention, spend per active, ARPU).
• Ability to manage multiple workstreams across two distinct products (subscription and co-brand) at the same time, with strong attention to detail.
• Excellent communication and presentation skills, with the ability to convey complex loyalty and financial concepts clearly to leadership and external partners.
• Experience working with or alongside an external partner (e.g., a card issuer, payment network, or technology vendor) and managing day-to-day partner relationships.
• Strong report-building skills, with the ability to design and maintain executive-ready dashboards.
• Ability to adapt quickly in a fast-paced, growing airline environment and find practical, creative solutions.
• Ability to collaborate effectively with cross-functional teams across Marketing, Finance, Revenue Management, and Technology.

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate.

Avelo is an Equal Opportunity Employer.