Proposition Manager - Programme Performance page is loaded

Proposition Manager - Programme Performance

Who we are ????

We’re the people behind the global loyalty currency, Avios, and home to three ambitious, growing businesses; IAG Loyalty, British Airways Holidays and The Wine Flyer . Each business has its own goals and strategy, but collectively we create brilliant experiences for our global customers.

We’re on a truly exciting journey of growth and transformation – we’re going places! This is where you come in.

The opportunity

You’ll be accountable for the performance and ongoing optimisation of our loyalty programmes, starting with the British Airways Club. In this high-impact, hands-on role, you’ll lead the monitoring and continuous improvement of programme performance — identifying opportunities, delivering tactical enhancements, and driving measurable customer and commercial outcomes. Collaborating with teams across the business, you’ll play a key role in ensuring our programmes stay compelling, competitive, and aligned to strategic goals. Over time, your remit will expand to cover additional IAG Loyalty programmes.

This role is based out of our London office. We call our approach to hybrid working The Blend — it’s about giving you the flexibility to choose where you do your best work, while staying connected with your team and the wider business. This means you will be required to spend at least two days per week in the office, with the rest of the time working from home. You may also be required to work from one of our other office or partner locations, based on your role and 'to do' list.

What you’ll get up to

• Develop and maintain ‘source of truth’ documentation for our programmes, in collaboration with the Opco Loyalty Teams

• Define programme-level customer and commercial KPIs to assess overall performance

• Monitor and report on customer engagement KPIs, working closely with Customer Intelligence and Voice of the Customer teams to identify actionable opportunities for improvement

• Collaborate with Opcos to report on commercial KPIs to ensure programmes are profitable and strategically aligned – and identify levers to drive further value

• Use data and insight to design and deliver targeted initiatives that influence member behaviour (e.g. accelerate onboarding, increase retention, frequency, spend, or margin)

• Champion the voice of the customer by embedding research, feedback, and behavioural insight into proposition development and internal decision-making

• Track and optimise the performance of core programme components (e.g. Tier qualification, Avios collection, household accounts), ensuring they remain commercially sound and market-relevant

• Develop and manage programme performance dashboards and reporting frameworks in collaboration with Opcos

• Establish a regular reporting cadence, delivering clear insight and recommendations to key stakeholders through monthly and quarterly reviews

• Work closely with digital, product, and operations teams to identify and deliver a roadmap of proposition, product, and process improvements that enhance value and satisfaction

• Lead cross-functional initiatives to resolve day-to-day programme issues, coordinating across internal teams and external partners

• Monitor competitor propositions, loyalty trends, and industry benchmarks to inform optimisation opportunities and future roadmap direction

What we need from you

• A proactive self-starter with the ability to build this focus area from the ground up, supported by the BA Proposition Lead and Head of Proposition

• Strong understanding of loyalty programme mechanics, operations, and the levers that drive customer and commercial performance

• An analytical mindset with experience turning performance data into insight-led, actionable recommendations

• A clear and confident communicator — skilled at distilling complexity and telling compelling stories through data, and influencing at all levels

• Excellent stakeholder management skills, with a track record of leading cross-functional initiatives across internal teams and external partners

• Proven ability to design, evolve, and optimise customer-facing propositions in a commercially driven environment

Desirable:

• Experience with tiered loyalty programmes or airline/travel sector exposure.

• Working knowledge of financial modelling or business casing.

• Familiarity with agile delivery or digital product development

We might not be right for you if:

• You only want to focus on your to-do list; we’re a small, high-performing team, we help each other to succeed.

• You value perfection over fast iteration and progress; IAG Loyalty moves fast, we learn and iterate as we go; our environment isn’t right for everyone.

• You’re looking to create but not build; this is an end-to-end role, you need to be comfortable owning your space, from ideation through to delivery and review.

If you think you have what it takes but don't meet every single point above, please do still apply. We'd love to chat and see if you could be a great fit.

Equity, Diversity and Inclusion at IAG Loyalty

Our vision, 'to create the world's most rewarding experiences,' applies not only to our customers but for our colleagues too. It's about taking belonging seriously, actively fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives.

This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve complex problems, drive innovation, and better serve our customers and communities.

Please let us know if we can make any reasonable adjustments to support your interview process with us.

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