Loyalty Ops Associate

About the role

In this role, you will be instrumental in curating and maintaining the premium experiences that define the Blackbird Club for its members. You will own the end-to-end execution of loyalty initiatives, ensuring that every interaction reinforces the brand's commitment to excellence and exclusivity. A core part of your ownership will involve orchestrating the intricate details of partnerships, events, and reward redemptions to create seamless member journeys. You will act as the operational backbone for the loyalty ecosystem, bridging the gap between strategic vision and on-the-ground delivery. Your work will directly influence member satisfaction and retention by maintaining the highest standards of service and accuracy. This position requires a disciplined individual who can manage multiple priorities without compromising on quality or attention to detail. You will be the trusted operator ensuring that every program component runs smoothly and aligns with Blackbird's brand promise.

Key facts

What you'll do

• Formulate and execute operational strategies that enhance the Blackbird Club access rewards program, ensuring coordination with restaurant partners and fulfilling member needs effectively.
• Oversee all logistical components for Blackbird Presents events, which includes managing ticket sales, communicating with guests, coordinating venue logistics, and executing plans on-site.
• Direct ticketing operations for all Blackbird events, focusing on prioritizing access for top-tier customers while ensuring a experience for all attendees.
• Collaborate with Integrated Marketing and Field Operations to manage turnkey event programming, ensuring that consistency, frequency, attendance, and member engagement objectives are met.
• Handle daily operational responsibilities for loyalty partnerships, such as the collaboration with Mercedes, which includes coordinating activations, tracking deliverables, and acting as the primary liaison.
• Spearhead the onboarding process and ongoing management of new loyalty partnerships as the ecosystem continues to grow.
• Analyze member feedback and operational metrics to identify areas for improvement and implement necessary changes to enhance the loyalty program.
• Develop and maintain comprehensive documentation for operational processes and partnership agreements to ensure clarity and consistency across the team.

Requirements

• A minimum of 4-6 years of professional experience in operations, events, partnerships, or loyalty programs, ideally within the hospitality, media, or consumer lifestyle sectors.
• A deep appreciation for the restaurant industry and its culture, which will inform your approach to member engagement and loyalty initiatives.
• Exceptional organizational abilities and a proactive mindset, enabling you to tackle tasks efficiently and effectively.
• Proven capability to manage relationships with both external partners and internal stakeholders simultaneously, maintaining focus and clarity throughout.
• Familiarity with ticketing platforms and event logistics tools, which will be critical in executing your responsibilities.
• Strong project management skills, with the ability to independently oversee a project from its inception to its successful completion.
• A demonstrated history of working with data to drive operational decisions and measure program success.
• The ability to thrive in a setting that demands strict confidentiality and discretion in handling member information and sensitive partnership details.

Nice to have

• Experience in a fast-paced startup environment, demonstrating adaptability and a willingness to embrace change.
• Knowledge of customer relationship management (CRM) software, which can enhance your ability to track member interactions and preferences.
• Previous experience in a role that required cross-functional collaboration, showcasing your ability to work effectively with diverse teams.

Practical notes

This position offers a competitive compensation package that includes stock options, comprehensive medical, dental, and vision benefits, as well as flexible time off and a 401(k) plan. Blackbird Labs is committed to creating an inclusive workplace and participates in the E-Verify program to ensure compliance with employment eligibility verification. If you are about enhancing customer loyalty and thrive in a dynamic environment, we encourage you to apply for this at Blackbird Labs.