Digital Experience & App Executive

planet; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Planet is seeking a Digital Experience & App Executive to shape, optimise and grow our customer-facing mobile application. You will act as the Marketing owner and coordinate internal teams to ensure a clear, consistent and compelling customer experience aligned with Planet's brand.

You will manage customer-facing content, review user journeys, support digital marketing initiatives and identify opportunities to increase app adoption, engagement and satisfaction among tourists and partners.

Qualifications

• Experience shaping customer experiences for mobile apps.
• Ability to map and optimize user journeys across onboarding and engagement stages.
• Proven track record in creating content and campaigns that align with brand voice.

Responsibilities

• Act as the Marketing and Customer Experience lead for Planet's mobile application.
• Manage app content, messaging, journeys and engagement touchpoints.
• Maintain end-to-end tourist journeys and identify opportunities to improve conversion and retention.
• Collaborate with Marketing, Technology, Product and Operations to translate needs into app improvements.
• Monitor app performance metrics and provide regular insights to the team.

Skills

Digital marketing

User journeys

Content management

Stakeholder management

Campaign planning

Job description

Digital Experience & App Executive

Planet is looking for a Digital Experience & App Executive to help shape, optimise and grow our customer-facing mobile application. This is an exciting opportunity for a digitally minded marketer who is passionate about creating engaging customer journeys, improving mobile experiences and turning customer insight into practical, high-impact improvements.

In this role, you will act as the key Marketing owner and internal point of coordination for the Planet mobile application, ensuring the platform delivers a clear, consistent and compelling customer experience aligned with Planet's brand, business objectives and evolving digital strategy.

You will manage customer-facing content and in-app experiences, review and improve user journeys, support digital marketing and engagement initiatives, monitor customer feedback and behaviour, and identify opportunities to increase app adoption, engagement, retention and overall satisfaction.

The role also plays an important part in building relationships with internal teams and external partners, including merchants, technology partners, tourism stakeholders and other organisations, to unlock new opportunities that enhance the value and functionality of the application for customers.

This is a Marketing and Digital Experience role rather than a technical engineering role. You will work closely with Technology, Product, Operations, Data and other teams to translate customer and business needs into meaningful improvements across the customer-facing app experience.

What You'll Be Doing

Act as the Marketing and Customer Experience lead for Planet's mobile application.

Manage and continuously improve the customer-facing app experience, including content, messaging, journeys and engagement touchpoints.

Maintain a clear view of the end-to-end tourist journey and identify opportunities to simplify, enhance and personalise the digital experience.

Review app journeys to identify friction points, drop-off areas and opportunities to improve conversion, activation and engagement.

Develop clear briefs and requirements for customer-facing enhancements in collaboration with Marketing, Technology, Product and Operations teams.

Maintain an ongoing roadmap of customer experience improvements, app enhancements and new digital opportunities.

Content, Campaigns & Customer Engagement

Own the planning, coordination and maintenance of customer-facing content within the application.

Ensure app content is accurate, relevant, engaging and aligned with Planet's brand, tone of voice and communication standards.

Support the development of in-app marketing campaigns, promotional experiences, loyalty initiatives, competitions, rewards and customer communications.

Connect app activity with broader online and offline marketing campaigns to create a consistent and joined-up customer journey.

Use customer behaviour, feedback and business priorities to recommend improvements to content, journeys and engagement mechanics.

Identify new ways to strengthen the app's value proposition for tourists and encourage repeat usage.

Customer Insight & Continuous Improvement

Collect, monitor and analyse customer feedback, reviews, comments and recurring app-related issues.

Translate customer feedback and behavioural data into practical recommendations for journey and experience improvements.

Work closely with Customer Care, Operations and Data/BI teams to identify customer pain points and opportunities for digital solutions.

Support user testing, customer research and insight-gathering activities for new app experiences and features.

Maintain a structured view of customer experience issues, improvement opportunities and progress against agreed actions.

Partnerships & Stakeholder Management

Build and maintain strong relationships with internal and external stakeholders to enhance the app experience.

Identify and explore potential partnerships with merchants, tourism stakeholders, retailers, loyalty partners and other relevant organisations.

Coordinate meetings, presentations and discussions with potential partners and stakeholders.

Manage selected Marketing relationships with app partners, coordinating requirements, deliverables and activation plans.

Develop partnership proposals and business cases in collaboration with the Head of Marketing and relevant internal stakeholders.

Represent Planet professionally and confidently in external meetings and partnership discussions.

Performance, Reporting & Impact

Monitor key app performance and engagement metrics, including downloads, registrations, activation, engagement and retention.

Work with Data/BI teams to develop and maintain relevant dashboards and reporting.

Analyse customer and app data to identify trends, opportunities and areas requiring improvement.

Provide regular updates to the Marketing team on app performance, customer behaviour and key initiatives.

Track the performance of campaigns, loyalty programmes, partnership