Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really need.

We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling). At IAG Cargo, we believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride. Join us at our globally recognised logistics business, where we are building a great place to work for customers and colleagues alike.

About the role

We are seeking an experienced and results-driven Loyalty Product Manager to join our team. The Loyalty Product Manager will be responsible for developing and executing strategies to increase customer loyalty and retention, drive revenue growth, and maximise customer lifetime value. The ideal candidate will have a strong background in loyalty, customer segmentation, and analytics, as well as excellent communication and leadership skills.

What you’ll do

Lead a team to develop and implement loyalty strategies and programs to increase customer engagement, retention, growth, and lifetime value at a global level for all IAG Cargo customers and segments. (Supporting of the senior loyalty manager – working with internal business management teams to understand where loyalty can be used as a commercial lever)

Forward Rewards

• Own the Forward Reward programme
• Accountable Business Owner (ABO) in interim for the overhaul of the Forward Reward programme. This includes:

1. Responsible for the delivery of incremental contribution from 2025 to 2030.
2. Lead the automation of systems and processes
3. Lead the sourcing and implementation of a loyalty management system, including negotiations.

• Drive the redevelopment of the scheme’s proposition and, tier and earn structure, that promotes growth and is aligned to IAG Cargo’s sales and commercial strategy. Delivered by conducting complex analysis and collaboration with external suppliers.
• Review current, and identify new partners, suppliers, and cross-IAG collaborations
• Influence and collaborate with external senior stakeholders. This will include joint loyalty scheme proposition, investment negotiation and Avios price exchange.
• Influence, present and obtain Cargo Executive Team (CET) sign-off on both the overhaul of Forward Rewards, including development of any associated business cases, and recurrent supplier spend.
• Work closely with Regional Commercial Managers globally and monitor competitor activity and market trends to identify opportunities to enhance the loyalty program and stay ahead of industry trends. Lead initiatives to deliver these.
• Lead process improvements and manage supplier and team to deliver these.
• Supplier review and management (WNS and Global Hotel Cards), introduction and enforcement of SLAs (WNS).
• Develop and implement targeted marketing campaigns and promotions through complex use of data to drive customer growth.
• Source, merge and analyse complex datasets through SQL, Tableau and Excel on data domains across the business (market share, load factor, salesforce, revenue and cost data) that are non-easily accessible and that require advanced expertise. Complex analysis of loyalty program data to identify trends and insights that inform program optimisation and future strategy, including promotions that align to company focus areas (strategic and tactical).
• Direct and create internal engagement strategy with the programme with Tableau dashboards, internal communication, and Salesforce groups, including GSAs.

Global Incentive Agreement scheme

• Ownership of Global Incentive Agreement (GIA) for Global Key Accounts (GKA).
• Manage the budget, ensuring that cost of sale is appropriate and delivers growth. Create forecasting processes from both a benefit and cost perspective.
• Influence, present and gain approval of Chief Sales & Marketing Officer, Chief Financial Officer and Chief Executive Officer for GIA expenditure
• Drive the strategy for GIA, leading the developments to adapt structure to reflect the new sales strategy by Chief Sales & Marketing Officer. Leading contract creation, liaising with customers globally and resolutions on contracts and payments.
• Lead the implementation of unprecedented Business Insights dashboards available to customers. Lead the sourcing and negotiation with supplier (Tableau) and gain approval for business case.

Other

• Create high quality management presentations and lead complex analysis of business intelligence to enable detailed insight into the state of the business across all global customers to CET.
  
• Produce management information using Salesforce, Tableau, Excel and SQL skills and analyse the information to draw meaningful conclusions that drive commercial decision-making.
• People manage 2 direct reports.

It's all about you

What you’ll bring to IAG Cargo:

• Excellent understanding of customer segmentation, loyalty program design, and data analytics.
• Proven ability to develop and execute successful loyalty programs and campaigns
• Excellent communication and interpersonal skills, with the ability to work. collaboratively across departments and functions.
• Strong leadership and team management skills, with experience managing and mentoring a team.
• Excellent analytical and problem-solving skills, with the ability to source, analyse and lead teams for complex data manipulation, to inform decision-making.
• Experience with loyalty program technology platforms and data management tools.
• Ability to manage multiple projects and priorities in a fast-paced, deadline-driven environment.
• Supplier management.
• Advanced knowledge of Excel, SQL, Tableau and Salesforce.

Skills and Experience:

• Knowledge of how to run a loyalty programme to incentivise customer spend
• Prior experience in a commercial / financial role
• Technically literate, with practical experience of delivering website projects
• Track record of delivering sustainable and significant change and reducing complexity
• Proven ability to deliver objectives on time and to budget using planning tools
• Evidence of use of data to drive commercial decision-making
• Ability to communicate and influence effectively across functions, cultures and hierarchies
• Commercial and competitive awareness
• Experience of managing third-party suppliers

We’ll treat you right

Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference.

As well as a competitive salary, bonus, we offer a range of benefits to support our colleagues, which include:

• A hybrid environment with 3 days a week in the office and two from home.
• From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
• Flexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.
• All our colleagues get access to LinkedIn learning and Rosetta Stone Language courses
• For health and wellbeing we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders
• Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at work

Equity, Diversity and Inclusion

Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.