Head of Customer Engagement – Etihad Airways – Uae

To lead the Hala Group Customer Engagement Team that encompasses marketing, analytics, and operations functions and activities. Responsible for developing the strategic direction and accountability for the provision of services to all Hala business units, including Etihad Guest and Loyalty Programmes, Holidays and Hala Travel Management.

Define and drive the customer engagement strategy in collaboration with Hala senior leadership team. Accountable for the successful and timely delivery of Hala Groups’ customer experience across a wide variety of digital, mobile, and service delivery channels.

SPECIFIC RESPONSIBILITIES

The KPIs of a united Hala Customer Engagement Team that encompasses marketing, analytics, and operations functions. These KPIs include customer engagement score, % revenue growth from new customers, net result, free cash flow, and projects ROI.
Define, cascade and drive the Hala Customer Engagement Strategy. Educate internal partners on the strategy and this unification of digital, mobile, marketing, analytics, testing and operations strategies in order to pivot the entire team in unison to meet overarching KPIs.
Identify growth opportunities for the business by smarter utilization of data and technology that can be leveraged to into exponential steps forward in product development and customer engagement.
Drive and build effective sustainable internal and external stakeholder relationships to leverage influence and decision making at Senior Executive level across EAG
Responsible for Hala Customer Engagement budget in order to maximize Engagement team success and meet required business KPIs.
Ensure compliance with set Procurement and Finance processes, policies and procedures. Contribute to the development and finalization of the overall Hala budget.
Drive and build effective sustainable internal and external stakeholder relationships to leverage influence and decision making at Senior Executive level across EAG
Responsible for Hala Customer Engagement budget in order to maximize Engagement team success and meet required business KPIs
Lead and monitor strategic analytics, marketing, mobile, digital and operations plans – to ensure alignment with the overall Hala and EAG strategy, priorities and targets. Engage with other Hala and EAG business units – to ensure alignment and identify & leverage cross partner opportunities.
Own the senior marketing relationship with third party strategic partnerships, as they relate to Hala. Own and optimize any outsourced or offshored activities or teams as they relate to Hala.
Lead projects that identify opportunities which use new and existing technology that will exponentially increase the ease of doing business with a wide variety of touch points, including the FFP. Opportunities must be data and/or research driven to drive transformative changes to drive incremental revenue.
Cascade policies, processes and procedures to ensure all relevant governance / privacy / regulatory / legislative / GPPR requirements are met. Ensure auditable processes and standard operating practices are fully compliant with all relevant internal / external requirements.
Stakeholder Management: Create authentic and strong business relationships with a wide variety of internal stakeholders. Understand goals of partners and help

EDUCATION & EXPERIENCE

achelor degree, Masters preferred in a commercial/business related field such as Business, Economics, marketing or maths
15+ years’ experience at a senior level in a combined marketing/analytics/growth lead for a name brand organization that delivers remarkable customer experiences
Highly experienced in mobile. Digital, marketing analytics and the application of analytics to customer/prospect value generation

SKILLS

Commercial understanding – Excellent
Numeracy and analysis – Excellent
Project Management – Excellent
Problem solving – Excellent
Written and verbal communication – Excellent
Presentation skills – Excellent
Numeracy and analysis – Excellent
Project Management – Excellent
Negotiation – Excellent
People Management – Excellent
Data Science concepts & application – Good

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About Etihad Airways

Etihad Aviation Group (EAG) is a diversified global aviation and travel group comprising five business divisions – Etihad Airways, the national airline of the United Arab Emirates, Etihad Airways Engineering, Etihad Airport Services, Hala Group and Airline Equity Partners. The group has minority investments in six airlines: airberlin, Air Serbia, Air Seychelles, Alitalia, Jet Airways and Virgin Australia.

From its Abu Dhabi base, Etihad Airways flies to, or has announced plans to serve, more than 110 passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and the Americas. The airline has a fleet of over 120 Airbus and Boeing aircraft. In 2013, it placed firm orders for 204 aircraft, which included 71 Boeing 787s, 25 Boeing 777Xs, 62 Airbus A350s and 10 Airbus A380s. For more information, please visit: etihad.com

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