Customer Strategy & Retention Specialist

Job Description

Job PurposeThe successful candidate will be responsible for supporting the Customer Strategy & Retention team in the implementation of a global customer lifecycle & communication framework. Develop customer relationships and increase the overall customer lifetime value, and support in the development, coordination and delivery of digital customer communications which are event and lifecycle based, with a focus on automation and triggered communication.Facilitate the implementation of customer data into the defined communications, along customer lifecycle stages and sub-stages. Collaboratively identify key events and opportunities to create automated, trigger based communications relevant for audience segments based on lifecycle stagesJob Outline:- Support in the definition of clear business objectives for each customer lifecycle stage and sub-stage, and identify important triggers or events within the framework to educate the wider business and ensure all communications utilise the lifecycle framework methodology.- Support in regular planning and prioritisation sessions, coordinated via the MMC, involving Skywards, Product and eCommerce teams to ensure the requirements from all business units are taken into account in a collaborative manner.- Perform customer analysis by identifying sources of data (customer behaviour including digital behaviour) to ensure alignment of the contact strategy with the lifecycle framework.- Execute the delivery of triggered and automated campaigns to meet the agreed and prioritised business goals.- Analyse success metrics of targeted global customer communications to suggest optimisations for programmes.- Implement marketing technology within an identified use case, working with IT teams where applicable to meet each programs goals.- Apply best practice in campaign testing and be heavily engaged in the evaluation and insight from triggered campaigns to continually optimise our lifecycle programs.- Build relationships with MMCs, wider CCMB teams, and other business units to ensure integration, collaboration and support for all lifecycle marketing programmes.Qualifications & Experience- Degree or Honours (12+3 or equivalent) in Marketing, Business or EconomicsExperience:- 5+ years experience in a marketing role with demonstrable experience in the interpretation and exploitation of customer insight to drive change and revenues.- Experienced in direct marketing techniques, email, push and CRM platformsKnowledge/skills:- Highly organised with outstanding project management skills.- Understanding of testing, personalisation and optimisation.- An ongoing desire to learn and excel in a highly collaborative, multi-faceted department.Salary & BenefitsJoin us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on whats it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

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About Company

the Emirates Group employs over 103,363 staff from more than 160 nationalities. The Emirates Group’s extensive and diverse international portfolio includes the world’s largest international airline, Emirates, and one of the largest combined air services provider in the world, dnata. For the year financial year ending 2017-18, the Emirates Group posted a profit of AED 4.1 billion (US$ 1.1 billion).