New Posting - West Jet

Advisor Loyalty Service Delivery

As WestJet becomes more complex and dynamic, we are seeking a Loyalty Advisor reporting into our Commercial office. This individual can exhibit a high standard of excellence, enjoys challenges, and is results-driven. The incumbent must be highly motivated and demonstrate the ability to work in an agile environment.

Working with the Manager, Loyalty Experience and Delivery, you will be accountable to support and deliver services to WestJet Rewards members network wide.  You have experience with service process development within the airline or hospitality industry. This role will engage multiple internal and external stakeholders to ensure loyalty benefits are effectively delivered at all stages of the guest flight journey. 

Responsibilities: 

• Engage internal stakeholders to implement and monitor services for loyalty members to ensure business objectives and delivery standards are met. 
• Support front line staff to consistently deliver processes by creating training and reference materials.  
• Build relationships with members to gather feedback, deliver benefits and service recovery when necessary. 
• Communicate and monitor KPI targets to internal and external stakeholders and then report results and make recommendations to the loyalty leadership team.  
• Develop ad hoc research to measure the success of delivery and identify opportunities for improvement. 

• Manage relationships with external partners such as lounge providers and sponsorship partners to deliver and optimize services. 
• Investigate any discrepancy or service failure to identify and manage process remediation. 
• Maintain knowledge of industry benefits and practices of loyalty program service delivery. 

      

Professional Qualifications: 

• Bachelor’s Degree in Business or equivalent.
• Minimum 3+ years working in service delivery for airline or hospitality loyalty programs.  
• Loyalty, in flight or airport experience is considered an asset. 
• Analytical Skills: The ability to analyze data to produce meaningful reports and recommendations. Proven ability to identify and recommend solutions. 
• Marketing Skills: Strong understanding of loyalty programs and CRM process delivery.  

• Business Acumen: Excellent communication and interpersonal skills with the capability of establishing respect and credibility through actions.  
• Ability to work on multiple projects, meet deadlines and work well under pressure.  
• Aptitude to work independently with minimal direction, while also functioning and contributing as part of a team.  
• Proactive, energetic personality with an inquiring mind that can also work under tight deadlines. 

We would like to thank all applicants in advance for their interest in WestJet. We believe in enriching the lives of everyone in WestJet's world and encourage applications from all qualified individuals. Our ongoing efforts toward evolving total diversity will continue to be the way we do business every day. As owners, we believe in celebrating everyone’s unique skills, perspectives and experiences. WestJet is committed to inclusiveness, equity and accessibility. We encourage all qualified candidates to apply.

If you inspire greater creativity and innovation towards reaching new altitudes and meet the qualifications for the position in which you are interested, we welcome you to complete an online application. WestJet is a great place to land - powered by Talent and Growth.

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will utilize safe work practices to ensure your well-being and the safety of others.