Senior Customer Communication Manager

TUI; Rijswijk; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Travel benefits

Health & well-being support

Discretionary bonus

Learning Hub access

Job summary

TUI zoekt een Senior Customer Communication Manager die eigenaar is van de end-to-end klantcommunicatiestroom voor vluchtklanten. Je beheert alle berichten van boeking tot post-reis en werkt aan personalisatie en schaalbaarheid via CRM en AI-technologieën.

Je bouwt KPI-gedreven frameworks en zorgt voor naleving en toegankelijkheid. Je werkt samen met IT/digitale teams en marktteams in een hybride werkomgeving binnen de organisatie.

Qualifications

• Ervaring met klantcommunicatie, contentstrategie of customer lifecycle marketing is vereist.
• Vermogen om toon, merk en naleving in gereguleerde omgevingen te beheren.
• Data-analyse, A/B-testen en prestatierapportage kunnen vertalen naar actionables.
• Effectieve samenwerking met digitale, operationele en markt-teams in complexe omgevingen.
• Begrip van toegankelijkheid en inclusie in communicatie en creatieve flair.

Responsibilities

• Beheer end-to-end klantcommunicatie voor vluchtklanten; afstemming op CX en commerciële doelen.
• Implementeer gepersonaliseerde en geautomatiseerde communicatie via CRM-systemen en AI.
• Definieer KPI's en meetkaders die klanttevredenheid, open rates en conversie koppelen.
• Ontwikkel communicatiekaders volgens TUI-stem en regelgeving, inclusief toegankelijkheid.
• Ontwikkel governance met operationele teams voor real-time communicatie bij verstoringen.
• Werk nauw samen met IT en digitale teams om messaging-ecosysteem te definiëren.

Skills

Customer comms

Content strategy

Lifecycle marketing

Commercial awareness

CRM systems

Tools

CRM platforms

Job description

As our Senior Customer Communication Manager, you'll own and drive the end-to-end customer communication journey for all flight-only customers across TUI Airline, ensuring every touchpoint is consistent, effective and delivers measurable customer and commercial value from booking through to post-travel.

• Luton, Groot-Brittannië; Zaventem, België; Hannover, Duitsland; Stockholm, Zweden; Rijswijk, Nederland
• Hybride
• Vaste functie
• Voltijd
• Depending on local regulation

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

• You'll own and manage the end-to-end customer communication landscape for flight-only customers, ensuring all messaging across booking, pre-travel, disruption, inflight and post-travel phases aligns with customer experience and commercial objectives.
• You'll implement personalized and automated communication, leveraging CRM systems, segmentation and AI-based capabilities to enhance relevance, scalability and commercial impact through dynamic content and predictive messaging.
• You'll own and drive communication performance by defining relevant KPIs and measurement frameworks that link satisfaction, open rates, conversion and customer outcomes while identifying underperforming areas to guide improvements.
• You'll develop customer communication frameworks aligned with TUI tone of voice and regulatory guidelines, ensuring clarity, compliance and emotional resonance while embedding accessibility and inclusive design across all channels.
• You'll build a governance model with operational teams managing real-time communications, ensuring escalation rules, tone and channel usage are customer-focused and consistent during disruptions and irregular operations.
• You'll partner closely with IT and digital teams to define and optimize the communication system landscape, owning end-to-end processes, triggers and workflows that ensure customers receive the right message at the right time.

ABOUT YOU

• You have extensive experience in customer communication, content strategy or customer lifecycle marketing with commercial awareness to drive engagement and conversion.
• You bring demonstrated capability to manage tone, brand and compliance in regulated environments with experience in customer journey mapping and communication design.
• You're confident in data analysis, A/B testing and communication performance reporting with the ability to translate insights into actionable improvements.
• You possess effective collaboration and stakeholder engagement skills, able to work successfully across digital, operations and market teams in complex environments.
• You have clear understanding of accessibility and inclusion in communication with effective written and verbal communication skills and creative flair.
• You bring experience managing communication frameworks in multi-market or international environments, able to champion customer-centric communication and support cultural change.

SECURITY STATEMENT

Safety and security are top priorities for us, so all job offers require successful completion of security checks before you can start. The specific requirements, timelines, and processes vary by country and may include professional references, criminal record checks for countries where you’ve recently lived, and any additional documentation required by local regulations, some of which may involve a cost depending on your location. We’ll guide you through every step of the process. Your official start date will only be confirmed once all required checks have been completed and cleared.

Please kindly note that for roles based in the Netherlands, the security background screening process may take several weeks, which may affect the anticipated start date.