Manager Communication Journey

Etihad

Synopsis

Owns the end-to-end guest communication journey from marketing to post flight retention, ensuring all guest facing communications across the organisation reflect the brand DNA and tone of voice. Driving changes where required across marketing, loyalty and operations messaging. Measures journey success and adapts the journey where communications do not meet brand and guest requirements. Drives changes with technology, design and delivery teams to ensure communications remain true to Etihad s growth and retention objectives. messages, at the right time and through their preferred channels to drive maximum engagement, up-sell and repeat travel with the airline driving guests to act via Whatsapp, .com or the app. Works with design, brand, digital and IT to ensure that communications are meaningfully designed and reflect Etihad s values and provides guests with concise, targeted and communications. Manages communication rules, templates and journeys, ensuring a harmonious order and predictability that drives trust amongst our guests.

Accountabilities

• Owns Customer Lifecycle communications and continuously optimises journeys that drive loyalty
• Ensures precise targetting aligned to classes, membership, route and guests personalised per guest, via class of travel, tier, type of travel status (family/single)
• Drives IT changes that ensure key data attributes are attached to guest profiles to improve targetting
• Decides on communication changes based on analytics, brand and gov t requirements
• Leads guest communication strategy for new product/service launches including wet leases
• Leverages the latest innovations and competitor best practice to adapt journeys as required
• Approves communications ensuring they remain concise, accurate, differentiated and meaningful
  
  

Education & Experience

• 7+ years experience managing customer lifecycle/CRM communications
• 4+ years working in guest communications for an airline
• UX/UI CRM design experience
• Copywriting experience ideal
• Team player with good interpersonal and negotiation skills