Customer Strategy Activation Manager

Job Purpose

Our Corporate Communications, Marketing and Brand team is responsible for conveying the essence of Emirates Group. Our team is pivotal in representing the attitudes, beliefs and goals of our organisation across the globe, both internally and with our customers alike!

As part of the CCM&B team the Customer Strategy Activation Manager is responsible for CRM marketing strategy and the implementation of the customer strategy and data framework, in coordination with opportunities and insights generated via the Strategic Planning and Customer Insight teams within CCM&B. They wil manage customer engagement framework (how, when & what) that sets out governance and best-practice guidelines around all marketing personalisation (ie: campaigns, messaging, offers, guidance, and recommendations) and drive adoption of strategic customer automation programs (acquisition/growth and retention) definitions. They are responsible for delivering customer and data capabilities that will inform better marketing activity and customer communication by driving the utilisation of segments and audiences from the Marketing Data Platform (CDP) through to activation across all marketing channels. They are the contributor to help ongoing Marketing Data Platform (CDP) development with new segments, audiences and flags. They are responsible for driving activation of personalisation programs in line with CCM&B customer and data activation strategy informing segments and content i.e. products/offers that can be pushed across marketing communication. They act as the translator and a catalyst between the data team and the execution teams by working with MMCs, CCMB and stakeholders across business units to help adopt a customer centric and data informed approach to marketing.

In This Role, You Will

• Support commercial and strategic priorities of the Emirates Airline account, leveraging data insights and personalised marketing communications to drive incremental revenue and customer centricity.
• Support and input in regular planning and prioritisation sessions involving CCM&B, Skywards, and Product and E-Commerce teams to ensure the communication requirements of all business units are taken into account in a collaborative manner.
• Manage customer engagement framework (how, when & what) and data activation as it applies to marketing.
• Develop the customer engagement segments and audiences in conjunction with the Customer Insights team, and identify important marketing and personalisation activities for activation.
• Support with adoption and governance that all customer communication and data activation initiatives have clear objectives and are in line with the customer engagement framework methodology.
• Actively seek opportunities to bring customer strategy and data activation into personalisation, marketing planning, campaign execution and measurement.
• Support the delivery of personalised and automated campaigns to meet the agreed and prioritised business goals and timelines defined in prioritisation sessions.
• Assist with educating the wider business on the personalised customer data activation framework, process and its relevance to customer communications across all marketing channels
• Support with mentoring wider CCM&B team in understanding data and customer needs and ensuring these are delivered, communicating openly and confidently, identifying and proposing personalisation and data activation solutions to challenges.
• Build strong relationships with regional cross-channel and digital marketing teams and MMCs to ensure collaboration resulting in cross-channel multi-regional lifecycle programmes
  
  

Qualification

To be considered for this role, you must meet the below requirements:

• A completed Degree or Honours (12+3 or equivalent) in Marketing, Communications or similar field
• Additional qualification in Marketing preferred
• 8+ years experience in a senior marketing role with demonstrable experience in the interpretation and exploitation of customer insight to drive change and revenues.
• Experience in an Airline / Travel industry is preferable.
• Experienced in personalisation, database marketing techniques and CRM platforms.
• Must be customer centric and focused, pragmatic and commercially astute to manage new communications which may cut across existing, historical activities.
  
  

At Emirates, were committed to providing our employees with opportunities to grow and develop in their careers. So if youre looking for a challenging and rewarding opportunity, apply today and join our team!

Salary & benefits

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers

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