Customer Insights Manager

Job Purpose: Oversee and manage the delivery of marketing and customer
insights to inform efficient and effective marketing planning for brand and
commercial objectives. Identify insights that drive revenue, improve customer
retention, improve brand effectiveness and elevate customer experience.
Deliver compelling analytical solutions that translate customer data into
actionable insight, playing a critical role in further strengthening Emirates
customer-centric business model by elevating the level of consumer insights
applied to the strategy and execution of marketing initiative. Lead the
definition and implementation of customer segments and personas. Job Outline:
- Inspire the adoption, development and deployment of innovative and advanced
customer insights techniques, tools and products. Lead key programs of work
that drive a more structured and pro-active approach to tracking customer KPIs
by developing and managing a suite of automated insights and dashboards that
build a comprehensive and compelling narrative aligned to overall business
objectives and goals. - Continuously identify new opportunities for customer
data acquisition across the airline that could be used for marketing purposes
and align on priorities within CCM&B. Work with the marketing data engineering
teams to ensure new attributes are well-defined, thoroughly tested and
deployed within the marketing ecosystem for insight and activation in various
marketing activities. - Build trusted relationships with key stakeholders
across CCM&B and in partnership, define and develop a unified marketing
measurement model that provides a holistic, consistent approach to business
measurement orchestrated across channels to improve performance, customer
experience and to enable more effective planning and execution. - Facilitate
the creation of the customer segmentation framework in collaboration with the
relevant digital, marketing, loyalty and product team counterparts. Play a key
role in the development and administration of the segmentation models and own
the commercial application and deployment of these models into our marketing
technology ecosystem. Ensure customer dimensions can be tracked against all
facets of performance. - Responsible for analysing overall performance of
customer level data-driven marketing across CCMB, service ad-hoc insight
requests, and develop visual insight dashboards and reports for consumption by
the rest of the department. - Oversee and manage the marketing data platform.
Responsible for keeping an aligned view on definitions of customer attributes,
within a data dictionary consumable by marketing teams. - Effective day to day
management of customer data related projects and priorities. Ensure on-time
delivery of key solutions for our business customers, including regular
progress reviews, tracking and reporting of business benefits and impact
delivered through various initiatives and campaigns. Assist in other areas of
support which may include both qualitative and quantitative research projects
and ad-hoc business requests. - Manage and maintain all standards and
governance around the use of customer data within CCMB, ensuring compliance
with company policies and legal frameworks. Maintain compliance to Emirates
Group privacy principles and work with the Data Privacy Network Liaison within
CCMB to ensure privacy and security of personal data is considered by design
and default in all aspects of the role. - Work collaboratively with Strategic
Planning, Customer Strategy & Retention and Marketing Analytics to develop and
provide insights that can drive better optimized, efficient and effective
marketing communications. - Lead, motivate and develop the team to deliver
world class customer insights. Provide expert guidance on the best practices
for creating, interpreting and communicating analytical models and results to
a broad audience. Improve team performance through continuous training
initiatives and establish training tools and processes for the wider business
user group to help maximise the understanding and adoption of customer
insights.
Qualifications & Experience: - Experience of working with Marketing & Customer
Data: ‎8+ years - Degree or Honours (‎12+‎3 or equivalent) - Degree in Computer
Science, Maths, Statistics or related quantitative field is preferred. -
Experience:in analysing customer behaviour for marketing purposes, including
insight generation and segmentation models Knowledge/skills: - Skilled in
manipulating large and disparate datasets to produce actionable insights
Strong technical foundations including excellent SQL skills Data visualisation
skills with some exposure to any of the following technologies: Data Studio,
Looker or Power BI Broad understanding and experience working with digital
marketing technologies such as Google Marketing Cloud, Personalisation, CDPs
and other digital execution platforms - Excellent presentation and
communication skills, with the ability to explain complex analysis and
insights to non-technical audiences in a clear and positive manner -
Demonstrate project management experience including the ability to effectively
manage multiple projects and workstreams, with attention to detail and
accuracy - Proven leadership and management skills in a large and complex
organisation including managing people, vendor relationships and cross-
functional business stakeholders.
Salary & Benefits: Join 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. That's on top of transport benefits,
life insurance and more.