Customer Communications Transformation Manager

The Role

The Customer Communications team is responsible for all our communications across service and marketing and we are investing in new transformational capabilities to enable the application of customer data across the business and into the end-to-end customer experience.

It is an exciting time to join us as we embark on an ambitious period of customer experience transformation, bringing together customer communications, customer experience, customer service and customer data into one function to better serve both our customers and the business. 

What you’ll be doing:

In this newly created position you will play a vital role in implementing and managing the Customer Engagement Platform (CEP), Braze, across our marketing and service communications.

You and your team will be responsible for optimising platform performance and improving the customer communications experience.

In addition you will be creating and delivering pan-European CRM activity, ensuring campaigns are executed in a timely manner, that they are high impact, and that they are targeted and personalised to deliver against our KPIs.

How you will do it:

You will drive this significant transformation from our current CRM platform to the new customer engagement platform (Braze), managing the relationships and driving revenue.

You will manage the day-to-day CRM platform operations and the delivery of customer communications, a team of specialists and key suppliers e.g. MRM

In addition you will drive continuous improvement and optimisations, a rigorous Q&A process to ensure high quality effective communications and automation development leveraging key features of the platform

What you will need to do the role:

First and foremost you will put the customer first and be passionate about delivering a great customer experience.

You will have significant CEP experience (ideally Braze) and experience of CRM activity within a pan-European organisation, particularly email. Understands the value of segmentation and targeting and it’s uses in driving revenue and growth

With an innovative and proactive approach coupled with outstanding communication skills you will resolve issues and build relationships with your diverse range of stakeholders, you will coordinate and run regular stand-ups and drive topics by maintaining business awareness and engagement. With a solid grasp across data disciplines such as reporting development, architecture and infrastructure, data quality, and data governance

 What you’ll get in return:

·          Competitive base salary

·          Up to 30% bonus

·          25 days holiday plus bank holidays, with opportunity to buy 5 additional days leave after 12 months in role

·          BAYE, SAYE & Performance share schemes

·          7% pension

·          Life Assurance (x4)

·          Discounted staff travel scheme with access for friends and family

·          Annual credit for discount on easyJet holidays

·          ‘Work Away’ scheme, allowing you to work abroad for 30 days a year

·          Electric vehicle lease salary sacrifice scheme

·          Access to online learning tools and development programmes

Location & Hours of Work

This is a full-time hybrid working role, we typically get together 3 times a week in the office which is based at Luton Airport

About easyJet

Ready to make your next move? How about make your mark? Join a team with unstoppable drive and passion at easyJet.

At easyJet our aim is to make low-cost travel easy – connecting millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.

Whether you’re working as part of our front-line operations or in our corporate roles, we’ll give you everything you need to make a personal impact on our growing business. We believe in sharing new opportunities, stepping up to challenges and supporting each other with our Orange Spirit.

Make a difference with your next role. Make it easyJet.

Apply

Complete your application on our careers site.

We encourage individuality, empower our people to seize the initiative, and never stop learning. We see people first and foremost for their performance and potential and we are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates.

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