Director Loyalty

Application deadline: 05.03.2025

Location: Norway

Type of contract: Permanent

"Our people are the heart of Norwegian.
We embrace a culture of diversity, equality and inclusion.
Embracing this culture is critical to our business success and makes us stronger together.
Our people have different knowledge, experiences, and backgrounds,
but all share a passion for our vision; to become the most loved and trusted airline in Europe”.

Are you our new Director Loyalty at Norwegian?

In Norwegian we keep on taking care of our people.

To lead and drive the development, implementation and optimization of customer loyalty initiatives, we are seeking an experienced and strategic Director Loyalty at Norwegian. This role will be responsible for all aspects of our award-winning loyalty program, Norwegian Reward.

This includes strategy execution and performance tracking with a focus on increasing our overall customer loyalty, engagement and lifetime value. The ideal candidate is an innovative leader with passion for loyalty, with a strong background from the loyalty business and with an analytical mindset.

The role will be a dynamic mix of strategic thinking, creative problem-solving, and hands-on execution, making you a key player in shaping the way we engage with our customers. You will be a key stakeholder into our new, ground breaking, loyalty ecosystem Spenn together with our partner Strawberry.

We can offer:

• Impact: Be at the forefront of shaping our customer loyalty strategy.
• Innovation: Work in a dynamic, fast-paced environment to impact and shape the future of our loyalty program.
• Growth Opportunities: As a key leader in the organization, you’ll have the opportunity to grow your career and make a meaningful impact on a highly visible program.
• Culture: Join a collaborative and customer-centric team that values creativity, innovation, and a passion for delivering exceptional experiences.

You are our ideal candidate if:

• Master’s degree in spaneting, business or related field
• Minimum 8 years working experience from loyalty management or related roles, with at least 3 years in a leadership position
• Strong understanding of loyalty mechanisms, member behavior and business development
• Analytical mindset, with the ability to use available information to make rational decisions, identify areas of improvement and act on these
• Strategic mindset and thinking, and ability to draw up strategy plans and roadmaps
• Commercially driven, goal oriented and proactive
• Strong project management skills with a proven ability to handle multiple priorities and deadlines
• Decisive and able to prioritize when needed and able to handle a high workload
• Proficiency in English - written and oral

In this role you will be responsible for:

• Strategic development: develop and execute strategies for Norwegian’s loyalty program, Norwegian Reward, that are aligned with the company’s overall business objectives, growth ambition and brand profile
• Program design & optimisation: lead design, implementation and continuous improvement of Norwegian Reward’s loyalty offering including our tier and benefit structure as well as driving member engagement and satisfaction.
• Member attrition and retention: Attract and build an active and engaged member base through targeted campaigns, offers and initiatives aimed at increasing the member’s perceived value and build customer lifetime value
• Member insights and analytics: ensure insight driven decisions across the team and continuous analysis of member behaviour, preferences and trends to adapt the loyalty program’s offering and ensure high engagement
• Budget and performance management: build and oversee the annual budget for the loyalty area and ensure performance delivery in accordance with annual goals and targets. Regularly track, analyse and report on the loyalty program’s performance
• Partnership management: Identify and cultivate strategic partnerships to enrich our loyalty offering, including optimisation of opportunities through the Spenn partnership and ecosystem.
• Team leadership: Build and manage a professional team through mentoring, training, performance reviews and fostering a culture for continuous improvement
• Cross-functional collaboration: Work closely with internal and external stakeholders to ensure a smooth and positive member experience and effective loyalty program. Work together with the Product Development team to identify revenue opportunities across Norwegian’s customer journey.

Do you have any questions?

If so, please contact:

Cecilie Nybø Carlsen

VP Products & Customer Experience

Email: Cecilie.Nyboe.Carlsennorwegian.com

So, what are you waiting for?

If you love the thought of working with us, we encourage you to click the Apply Now button to complete our online application. You will need to upload a recent copy of your resume with a cover letter and tell us why you want to join us.

Please note: We can only accept applications that have been submitted through our recruitment system. We will accept Your CV and Cover letter, in both English or in a Scandinavian Language

“We care for each other, our customers and our environment as we navigate the skies the Norwegian way”

We hope to welcome you on board!

The Norwegian group is a leading Nordic aviation company, headquartered at Fornebu outside Oslo, Norway. The company has over 8,200 employees and owns two of the prominent airlines in the Nordics: Norwegian Air Shuttle and Widerøe’s Flyveselskap. Widerøe was acquired by Norwegian in 2024, aiming to facilitate seamless air travel across the two airline’s networks.

Norwegian Air Shuttle, the largest Norwegian airline with around 4,700 employees, operates an extensive route network connecting Nordic countries to key European destinations. In 2023, Norwegian carried over 20 million passengers and maintained a fleet of 87 Boeing 737-800 and 737 MAX 8 aircraft.

Widerøe’s Flyveselskap, Norway’s oldest airline, is Scandinavia’s largest regional carrier. The airline has more than 3,500 employees. Mainly operating the short-runway airports in rural Norway, Widerøe operates several state contract routes (PSO routes) in addition to its own commercial network. In 2023, the airline had 3.3 million passengers and a fleet of 48 aircraft, including 45 Bombardier Dash 8’s and three Embraer E190-E2s. Widerøe Ground Handling provides ground handling services at 41 Norwegian airports.

The Norwegian group has sustainability as a key priority and has committed to significantly reducing carbon emissions from its operations. Among numerous initiatives, the most noteworthy is the investment in production and use of fossil-free aviation fuel (SAF). Norwegian strives to become the sustainable choice for its passengers, actively contributing to the transformation of the aviation industry.

Travel required:

Application deadline: 05.03.2025