Jazeera Airways is looking for a CRM Manager to execute, optimize, and monitor
the airline's multi-channel CRM strategy to encourage customer acquisition,
retention and loyalty.
The role also involves developing actionable insights from Customer, Business
and Market data and utilizing them for activating marketing campaigns.
Responsibilities and Duties:
* Ensure CRM strategy implementation, execution and monitoring: Acquisition, Retention, and Loyalty
* Create and keep track of Multi-channel CRM Marketing Calendar
* Identify and create appropriate customer segments and customer journeys on our CDP and Marketing Automation platforms
* Create relevant personalized direct marketing campaigns, coordinated with overall J9 marketing plans. Refine targeting and messaging using copy testing where appropriate to improve ROI
* Grow customer database through acquisition campaigns and partnerships
* Monitor and maximise customer lifetime value strategies ensuring maximum profitability
* Tracking and measuring all CRM Marketing Campaigns, ROIs, and capture insights/ key learnings, and recommendations
* Negotiate and activate partnerships with other brands to generate new customers and revenue streams
* Lead J9 consumer research projects and identify requirements to provide insights for product and service innovations, customer satisfaction and Net Promoter Scores; and provide monthly reports
* Set up a J9 brand tracker to monitor brand awareness and performance against regional and international competitors
* Set up and manage regular crew focus groups to gain feedback on customer issues and service delivery
* Work with Customer Experience and Product team to ensure customer feedback and insights are leveraged
Requirements and Qualifications:
* Bachelor in Business Management or Marketing or an equivalent degree
* Minimum 5 years of experience, and 2-3yrs in a similar role, preferably in an airline or travel related business
* Experience working on CDP, CRM/ Marketing Automation platforms
* CRM, research & analytical skills (customer acquisition, re-engagement and retention strategies)
* Strong HTML, CSS, JavaScript, SQL knowledge and at least 3 years of experience using these programs
* Excellent communication skills
* Excellent English writing
* Attention to detail
* Ability to work under strict timelines and pressure
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