At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’.
As part of the CCM&B team the Customer Strategy Activation Manager is responsible for the implementation (activation) of a customer strategy and data framework, in coordination with opportunities and insights generated via the Strategic Planning and Customer Insight teams within CCM&B. Manage customer engagement framework (how, when & what) that sets out governance and best-practice guidelines around all marketing personalisation (ie: campaigns, messaging, offers, guidance, and recommendations) and drive adoption of strategic customer automation programs (acquisition/growth and retention) definitions.
Responsible for delivering customer and data capabilities that will inform better marketing activity and customer communication by driving the utilization of segments and audiences from the Marketing Data Platform (CDP) through to activation across all marketing channels. Contributor to help ongoing Marketing Data Platform (CDP) development with new segments, audiences and flags.
Responsible for driving activation of personalisation programs in line with CCM&B customer and data activation strategy informing segments and content i.e. products/offers that can be pushed across marketing communication. Translator and a catalyst between the data team and the execution teams by working with MMCs, CCMB and stakeholders across business units to help adopt a customer centric and data informed approach to marketing.
In this role, you will:
- Support commercial and strategic priorities of the Emirates Airline account, leveraging data insights and personalised marketing communications to drive incremental revenue and customer centricity.
- Support and input in regular planning and prioritisation sessions involving CCM&B, Skywards, and Product and E-Commerce teams to ensure the communication requirements of all business units are taken into account in a collaborative manner.
- Manage customer engagement framework (how, when & what) and data activation as it applies to marketing.
- Develop the customer engagement segments and audiences in conjunction with the Customer Insights team, and identify important marketing and personalisation activities for activation.
- Support with adoption and governance that all customer communication and data activation initiatives have clear objectives and are in line with the customer engagement framework methodology.
- Actively seek opportunities to bring customer strategy and data activation into personalisation, marketing planning, campaign execution and measurement.
- Support the delivery of personalised and automated campaigns to meet the agreed and prioritised business goals and timelines defined in prioritisation sessions.
- Assist with educating the wider business on the personalised customer data activation framework, process and its relevance to customer communications across all marketing channels
- Support with mentoring wider CCM&B team in understanding data and customer needs and ensuring these are delivered, communicating openly and confidently, identifying and proposing personalisation and data activation solutions to challenges.
- Build strong relationships with regional cross-channel and digital marketing teams and MMCs to ensure collaboration resulting in cross-channel multi-regional lifecycle programmes.
