The role of the Manager Customer Strategy & Retention: Operations has overall responsibility for the technical delivery and operation of all automated customer communication programs. This role is responsible for delivering the operational program delivery by leveraging the technology and data infrastructure to deliver connected and relevant customer journeys and relevant/personalised digital communications that lead to customer growth and improved profitability.   

Working with data activation, marketing technology, digital product, media and marketing analytics teams, this role is responsible to enable data-informed, automated customer programmes which deliver on CCMB’s ambition, one-customer, one message, one connected experience. The CSR Ops function is focused on technically enabling communications across the customer journey in partnership with B2C and front-line teams. 

In this role, you will:

• Enable all technical aspects of automated marketing programs (i.e.: lifecycle and trip journey programs, campaigns, customer notifications and service messaging) for the airline, dnata B2C and Group businesses, working closely with Customer Strategy and Activation, Marketing Technology, Digital Product, IT and P&L.  


• Operationalise technical tools and support for optimising communication cadence & preferred marketing channels.  Define and set up systems and processes as it applies to omni-channel orchestration including technical builds and CSR platform management.


• In CCMB, work with account leads, data activation, marketing technology and channel specialists to plan how customer programs will be implemented at a channel level.  


• Support Customer Strategy Activation to enable customer level objectives into lifecycle marketing programmes, including segmentation and business logic. Continue to enhance/optimise existing programmes through technical delivery.


• Participate in cross-functional business-wide forums around marketing automation, including MAP,CRO, channel optimization and personalization working groups. Enhance advanced automation strategies, reducing manual production and data extraction efforts. 


• Constantly enhance technical delivery of CSR programs by improving technical performance and leveraging data thorough program delivery.


• Support initiatives to improve platform stability and security and customer identity resolution, align all consent and preference management strategies across direct channels, ensuring compliance with data privacy regulations, cybersecurity and IT.


• Enable customer segment reporting capabilities and demonstrate impact to target segments across the cumulative marketing efforts.


• As an important part of the CCMB Senior Leadership Team, collaborate with other marketing peers and lead a dynamic and experienced team of professionals serve as a thought leader across Emirates and Group Businesses and lead in global communities of practice outside of our organization to foster innovation in a fast-evolving digital landscape. Advise and educate colleagues in CCMB and partner lines of business on campaign best practices and emerging capabilities.   

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

• Completed a Degree or Honours in Marketing, Media or Communications. Post Graduate Qualification in Marketing preferred.


• 10 + years working experience Direct or Digital Marketing.


• Experience in a digital or CRM agency and/or in a client-side digital leadership role with direct
  accountability for the CRM function.


• Experience in B2C airline/travel or a similar service industry is preferred.


• Familiarity with Enterprise CRM solutions (Salesforce, Microsoft) Passenger Communication Platforms, email, push and notification solutions and broad understanding of the current digital MarkTech landscape is required.


• Must be highly collaborative, results-driven, pragmatic and commercially astute to manage new communications which may cut across existing, historical activities. 
   
  Knowledge/skills:  
   - Customer centric and focused 
   - Pragmatic and commercially astute to manage new communications which may cut across existing, historical activities 
   - Exceptional verbal and written communication skills 
   - Ability to engage effectively at all levels of the organisation 

Leadership Role: 
Yes