Senior Customer Communication Manager

TUI; Stockholms kommun; Remote; SEK 900,000 - 1,300,000; Full time

Benefits offered by this job

Travel benefits

Health & wellbeing support

Learning hub access

Flexible working

Global projects

Job summary

TUI is seeking a Senior Customer Communication Manager to own the end-to-end communications for flight-only customers across TUI Airline. You will ensure messaging from booking through post-travel is coherent, timely and aligned with commercial objectives.

You will implement personalized and automated communications using CRM, segmentation and AI-based capabilities, define KPIs, and collaborate with IT and digital teams to optimize workflows while upholding accessibility and regulatory

Qualifications

• Experience in customer communication, content strategy or customer lifecycle marketing.
• Ability to manage tone, brand and compliance in regulated environments.
• Experience with customer journey mapping and communication design.
• Data analysis and testing with ability to translate insights into actions.
• Collaborative skills across digital, operations and market teams.

Responsibilities

• Own and manage end-to-end customer communication landscape for flight-only customers.
• Implement personalized and automated communication using CRM, segmentation and AI-based capabilities.
• Define KPIs and measurement frameworks linking satisfaction, open rates, conversions and outcomes.
• Develop communication frameworks aligned with TUI tone of voice and accessibility guidelines.
• Build governance with real-time communications and escalation rules during disruptions.
• Partner with IT and digital teams to optimize the communication system landscape and workflows.

Skills

Customer communication

Content strategy

Journey mapping

A/B testing

Data analysis

Stakeholder management

Regulatory/compliance awareness

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.

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.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.
We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.

SECURITY STATEMENT

At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline. Rest assured; we’ll guide you on the necessary information you need to provide at each stage.
Please note that if you are applying for a role in the UK, you must ensure you can provide a full 5 years referencing, plus a criminal record check for all countries you’ve resided in for more than 6 months in the past 5 years (some costs may apply).