Manager, Membership and Recognition

Be part of the journey!

Our mission is to be the preferred airline of our customers and our team.

Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day. Our dedication has earned us the title of the world's best leisure airline multiple times, and we’re just getting started.

Want to join us?  You will have the chance to enjoy exclusive travel privileges to explore the world and create unforgettable memories. You will also have the opportunity to work in a modern, inspiring environment.

Reporting to the Performance Director, Loyalty Program, the Product Manager – Membership and Recognition is responsible for designing, implementing, and optimizing the various aspects of the customer journey within the loyalty program. This person develops a differentiated, personalized, and engaging recognition proposition, while ensuring consistency in the user experience and product performance. The Product Manager embodies the voice of the member within the organization and guides key decisions so that each interaction generates value and stimulates engagement. He will also be called upon to supervise two resources, ensuring their development, mobilization, and contribution to the achievement of the program's objectives.

Responsibilities:

Defining the value proposition

• Developing a differentiated recognition strategy aligned with brand values and member expectations.
• Defining and understanding key member segments and designing personalized recognition strategies.
• Structuring recognition levels (statuses, privileges, exclusive benefits) and access criteria.
• Promote recognition as a lever for loyalty and differentiation.

Program parameter management

• Define and maintain program rules (accumulation, statuses, thresholds, validity, etc.).
• Collaborate with IT and operational teams to ensure smooth integration and configuration of program rules into systems and processes.

User experience and customer journey

• Based on member journey mapping, identify key moments of recognition and adapt business rules.
• Collaborate with CRM, marketing, and data teams to personalize interactions.
• Work closely with UX/UI teams to design intuitive and engaging interfaces.
• Conduct A/B testing, analyze behavioral data, and recommend improvements.
• Oversee and harmonize member journeys to provide a seamless and consistent experience across all channels.

Member voice

• Collect, analyze, and synthesize member feedback (customer voice) through various channels (surveys, NPS, verbatim comments, etc.).
• Identify irritants and opportunities for program improvement in the member experience.
• Prioritize and recommend product or operational adjustments to improve satisfaction and retention.

Continuous optimization and performance

• Track performance indicators related to member engagement, satisfaction, and retention.

• Bachelor's degree in administration, marketing, product management, customer experience, strategy, or a related field (master's degree an asset)
• Minimum of 5 years of professional experience in product management or customer strategy, ideally in a loyalty context.
• Experience in personnel management.
• Good understanding of customer recognition and personalization dynamics. 
• Strong analytical skills and ability to interpret data to guide decisions.
• Excellent communication, project management, and cross-functional work skills.
• Experience in usability, user-centered design, and creative design practices (design thinking) is an asset.
• Experience in facilitation, user research, and strategy is an asset.
• A good knowledge of French is required for positions offered in Quebec – Bilingualism is an asset.

Employment Equity

At Transat, we foster an environment where inclusiveness, respect and equity reign. We endeavour to build a workforce that reflects the diversity of our customers as well as the communities to which we travel. We encourage women, members of visible minorities, ethnic minorities, aboriginal peoples as well as people with disabilities to submit their candidacy. Transat will accommodate people with disabilities throughout the recruitment and selection process. If you require an accommodation, please contact us in order to work together in meeting adequately your needs.