As Customer Engagement & Journey Manager, you will work with the Manager of Consumer Research and Insights to conceptualize, document and implement processes required to build a customer-focused operation focused on Customer Engagement and Customer Journey.
Additionally, you will work closely with all customer-facing units to identify opportunities, objectives, and process improvements as it pertains to the collection and use of Customer data to enhance company understanding and to support the Commercial Vision of hyper personalization and micro segmentation
Key Accountabilities include
Support the Customer Insights and Personalization strategy based upon analysis of customer behavior, customer feedback, and research.
Use these inputs to define and refine an overall customer journey.
Identify drivers of customer experience accurately and precisely and measure their impact to the business to drive actionable insights.
Develop reports, visualizations, and presentations to highlight actionable insights from Customer data in order to drive QR results through Commercial implications and recommendations.
Analyze customer segmentation, micro segmentations, and personalization to support the Commercial vision and to inform the Commercial Team and other teams across QR (Ground Services, Cabin Services, Catering, etc.).
Develop customer analytics and insights work streams, objectives, and priorities to align with and support the Commercial Vision and objectives.
Develop advanced, flexible, and customized dashboards in order to share customer insights across teams and departments.
Contribute to monthly, quarterly, and annual reporting and help manage all report and analyses needs for Customer Insights and Personalization.
Participate in the development and support of analytical tools and report automation.
Contribute to the implementation of a full Personalization Strategy in support of the Commercial Strategy to increase the depth of relationships we have with our customers.
Participate with the IT department where needed to help develop a customer data warehouse to more efficiently derive actionable data for Customer Insights and Personalization.
We are looking for a passionate individual with demonstrated experience to join our Digital - Commercial team.
A successful candidate will have-
A bachelor’s degree with minimum 6 7 years of experience of building a customer-focused operation focused on Customer Engagement and Customer Journey.
Having experience with customer journey / lifecycle and data analytics is essential. Additionally, to be successful, it would be essential to have the below experience :
Previous experience with data analytics and visualization in a business environment.
Previous experience in analysis of digital properties (website, mobile, etc).
Knowledge of analytics and visualization tools such as R, SAS, SQL, Python, PowerBI, Tableau.
Previous experience in customer segmentation, value.
Deep understanding of current market conditions including competition landscape.
Ability to conduct rigorous A / B tests and comfort with other test and learn scenarios.
Possess strong stakeholder management, communication and team management skills.