Manager Communication Journey

Etihad Airways; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading airline in Abu Dhabi is seeking a skilled professional to manage the end-to-end guest communication journey. The role focuses on optimising customer lifecycle communications, ensuring personalisation and driving loyalty through effective messaging strategies. The ideal candidate should have extensive experience in CRM communications, particularly within the airline industry, and possess strong interpersonal and copywriting skills.

Qualifications

• Must have experience in managing customer lifecycle communications.
• Experience in UX/UI CRM design is essential.
• Strong copywriting skills are ideal.

Responsibilities

• Optimise customer lifecycle communications to drive loyalty.
• Ensure accurate targeting of communications.
• Lead guest communication strategies for product launches.

Skills

Customer lifecycle management

Interpersonal skills

Copywriting

UX/UI design

Education

7+ years of experience in CRM communications

4+ years in guest communications for an airline

Job description

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