Loyalty Specialist

Harbour Air is growing its loyalty ecosystem, and we’re looking for a Specialist, Loyalty to help bring it to life.

Reporting to the Head of Digital & Customer Experience (D&CX), the Specialist, Loyalty owns the development and execution of Harbour Air’s loyalty strategy, including:

• The Harbour Air Loyalty Program (Harbour Air Club)
• Loyalty products such as Flight Passes
• Specific partnerships and initiatives that enhance the overall guest experience

You’ll work closely with Marketing, Operations, and other teams to ensure loyalty initiatives are aligned with broader business goals and consistently delivered.

Work Hours: Office hours
Location: Vancouver
Term: Full Time Regular
Department: Commercial

• Partner with senior leadership to develop and refine Harbour Air’s loyalty strategy
• Lead the end‑to‑end execution of the loyalty strategy, turning plans into operational reality
• Develop, maintain, and document loyalty policies and procedures
• Manage the rollout of loyalty initiatives across internal teams
• Monitor industry trends and bring forward recommendations to evolve the program
• Own the policies and procedures for the day‑to‑day operation of the loyalty program
• Collaborate cross‑functionally on promotions, offers, and communications
• Identify, evaluate, and execute loyalty partnerships that enhance member value
• Own and develop regular reporting to track program performance and insights
• Strategy development for loyalty‑related products
• Manage the build and launch of new or enhanced loyalty products
• Develop and own processes, policies, and guest experience regarding loyalty products
• Collaborate with Operations, Marketing, and other teams to ensure alignment across initiatives
• Represent the Digital & Customer Experience team in cross‑functional working groups
• Lead and manage projects and initiatives as required
• Other duties as assigned

• A minimum of 5 years’ combined experience in customer experience or loyalty.
• Strong Microsoft Office skills (Word, Outlook, Excel, Teams, etc.) and ability/willingness to learn new software programs.
• Understanding and familiarity with loyalty programs is highly desirable.
• Understanding of the travel industry, aviation is desirable.

• Undergraduate degree in tourism, business, economics, or similar.

• Project Leadership
  Proven project leadership skills from having led the build and launch of projects and programs.
• Communication
  Excellent written communication, including the ability to develop policies and procedures for teams across the organization to reference.
  Confident oral communication with both internal and external stakeholders.
• Analytics and Reporting
  Ability to analyze data and turn into actionable insights.
  Cross functional development of insightful reporting for program, initiatives, etc.
• Time Management
  Superior time management skills, including managing multiple competing priorities simultaneously, individually and for the team.

Harbour Air is North America's largest seaplane airline, a quintessential west coast experience offering up to 300 daily scheduled flights, charters, and scenic tours showcasing British Columbia’s coast and beyond. Our people are the backbone of our organization, and we are committed to creating a culture that inspires one another to achieve extraordinary success. With around 500 employees and a fleet of 45 aircraft, Harbour Air serves 14 coastal communities in BC and Seattle, USA.

The airline became the world’s first and only fully carbon neutral airline and is strongly committed to being an industry leader on sustainable initiatives mitigating climate impact. Operating the world’s first fully electric aircraft is a testament to the phenomenal teamwork and culture that exist at Harbour Air.

Harbour Air is an equal‑opportunity employer. We are committed to Diversity and Inclusion and value a diverse workforce. We also provide a barrier‑free recruitment process. Accommodation in relation to the job selection process is available upon request.