Manager CRM Marketing

Job Description

Job PurposeEmirates Manager CRM Marketing has overall responsibility to for the development and delivery of all automated customer communication programs. This role is responsible for shaping the strategic vision and roadmap for CCMBs investment in marketing automation and data architecture to deliver connected and relevant customer journeys and relevant/personalized digital experiences that lead to customer growth and improved profitability.Working with data activation/enablement, customer science, marketing analytics, and digital product and media teams, this role is responsible to design data-informed, automated customer programs which deliver on the CCMBs ambition: one-customer, one message, one connected experience. The CRM function is focussed on harmonizing all communications across the customer journey: commerce and service, across online and offline touchpoints, in partnership with B2C and front line teams.Job Accountabilities- Own, refine and improve our customer engagement frameworks that set out governance and best-practice guidelines around all 1:1 communication/marketing programs (ie: lifecycle and trip journey programs, campaigns, customer notifications and service messaging)- Establish long term contact strategies, optimising communication cadence & preferred marketing channels. Define and set up systems of governance around customer intelligence as it applies to omni-channel marketing strategies (ie: customer profiling, segmentation models, audience management and targeting approaches)- Develop playbooks for strategy and channel teams to drive customer acquisition and growth, leveraging customer data insights, segmentation and lifetime value scores define targets and acceptable marketing investment by segment- In CCMB, work with account leads, data activation/enablement, and channel specialists to plan how customer programs will be implemented at a channel level- Support Skywards to develop customer level objectives into lifecycle marketing programmes, including segmentation and business logic. Continue to enhance/optimise existing programmes- Participate in cross-functional business-wide forums around marketing automation, including CRO, channel optimization and personalization. Enhance advanced automation strategies, (ie: machine learning and AI where appropriate), reducing manual production and data extraction efforts- Constantly enhance targeting capabilities by leveraging 1st, 2nd and 3rd party behavioural, demographic and transactional data.- Support initiatives to improve customer identity resolution, lead and align all consent and preference management strategies across direct channels, ensuring compliance with data privacy regulations.- Develop customer segment reporting capabilities and demonstrate impact to target segments across the cumulative marketing efforts- As an important part of the CCMB Senior Leadership Team, collaborate with other marketing peers and lead a dynamic and experienced team of CRM professionals Serve as a thought leader across Emirates and Group Businesses and lead in global communities of practice outside of our organization to foster innovation in a fast-evolving digital landscape. Advise and educate colleagues in CCMB and partner lines of business on campaign best practices and emerging capabilities in CRM.Qualifications & Experience- Degree or Honours (12+3 or equivalent) in in Direct or Digital Marketing.- Post Graduate Qualification in Marketing preferredExperience- 10+ yrs in a digital or CRM agency and/or in a client-side digital leadership role with direct accountability for the CRM function.- Experience in B2C airline/travel or a similar service industry is preferred.- Familiarity with Enterprise CRM solutions (Salesforce, Microsoft) Passenger Communication Platforms, email, push and notification solutions and broad understanding of the current digital martech landscape is required.- Must be highly collaborative, results-driven, pragmatic and commercially astute to manage new communications which may cut across existing, historical activities.Knowledge & Skills- Customer centric and focused- Pragmatic and commercially astute to manage new communications which may cut across existing, historical activities- Exceptional verbal and written communication skills- Ability to engage effectively at all levels of the organisationSalary & BenefitsJoin us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. Thats on top of transport benefits, life insurance and more. Find out what its like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers

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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).