Project Manager, SkyMiles Communications

Delta Air Lines leads the global travel industry with its SkyMiles loyalty program, delivering on a rich suite of benefits and experiences for over 100 Million members worldwide. SkyMiles is core to Delta’s brand promise, developing and rewarding high-value customers at every point along the travel journey. This year, for the third time, U.S. News and World Report named SkyMiles a Best Travel Reward program moving SkyMiles to the #2 ranking up from #9 three years ago. Keeping SkyMiles a leading differentiator in this space is paramount requiring greater focus on creating an emotional connection with our members through personalized communications, heightening engagement via redemptions, and growing our member base.

To continue to support this valuable revenue base, the SkyMiles team is seeking a Specialist, SkyMiles Communications to deliver on our approach to communicating with our existing Members, grow our membership base, and oversee internal communications for SkyMiles to all employee groups.

This role is based at Delta’s General Office in Atlanta.

Primary Functions:
Build and execute highly effective communication strategies after factoring in consumer, business readiness and operational considerations both externally and internally

Manage both Delta media channels and partner media channels and messaging

Develop marketing strategy, plan and execute innovative and considerate communications plans that clearly articulate the values of the SkyMiles Program and Delta Sky Club

Translate intricate policies into simple, easy-to-understand copy and content for varied audiences, including both customers and Delta frontline representatives

Analyze, monitor and adapt all facets of SkyMiles communications at an accelerated pace

Expertly manage all communications output including internal channels, employee training, consumer-facing messaging, website, mobile app content, social media, trigger and lifecycle emails, advertising campaigns, brand outreach and PR

Support the future growth of the SkyMiles program through announcement and implementation of innovative program changes

Lead cross-functional partnerships with Marketing, E-Commerce, Airline Partnerships, Corporate Communications, Revenue Management, Sales, Legal, Airport Customer Service, Reservations Sales, Customer Care, and In-Flight Services.

Undergraduate degree in Business, Advertising, Marketing, Management, or related field required

5+ years of demonstrated high performance in a corporate work environment

Strong copywriter with ability to translate complex topics into simple, conversational content

Has a passion for understanding consumer behavior, brand value, delivering exceptional customer experiences, and crafting communications to improve the customer experience with an eye towards continuous improvement

Is comfortable with fast-paced day filled with problem solving and multiple priorities/deadlines

Is adept at managing cross-divisional implementations

Can perform at a high level of accuracy with exceptional attention to detail

Is a quick learner with a strong knowledge and/or interest in the SkyMiles program and the Delta Sky Club experience

Creative, outside-the-box thinker with a can-do attitude and a passion for finding solutions and continuous improvement

Ability to flourish with minimal guidance, be proactive, resourceful, and handle uncertainty and ambiguity

Ability to articulate ideas through effective and persuasive presentations to leadership

Must have a track record of integrity and professional maturity; Strong relationship management skills are required

Must display a basic knowledge of all facets of Delta Air Lines and the airline industry

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