Description
About the role
We are excited to announce a new opportunity to join our quickly growing Digital Marketing & Acquisition team as a Customer Engagement Platform Manager
In this role, you will be responsible for the delivery of an integrated framework of Customer data systems within the company to support all Customer-centric services and operations across the entire Customer journey.
As part of your daily responsibilities, you will also:
- Build the conceptual system architecture to deliver a technical Customer Insights platform with the framework and tools needed to serve the company and to contribute to Customer Insights and Personalization initiatives
- Manage business systems in CRM and the various points of integration with airline operational systems
- Collaborate with multiple teams on a Customer-centric vision and the goal to excel in Customer service at every touchpoint
- Continuously monitor, evaluate, and optimize processes used by the Customer Care, Contact Center, and e.Com units to deal with customer contacts
- Develop strong Customer engagement initiatives specific to the Customer lifecycle and journey
- Work closely with the IT Department to ensure CRM systems strategy and architecture are aligned with overall IT roadmap for the Commercial Department, airline, and QR Group (where applicable).
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. At Qatar Airways, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community and a world class airline.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible.
Qualifications
About You
We are looking for a professional with the following skills and experience:
- High School Diploma or equivalent with 7 years of job-related experience OR Bachelors Degree in STEM disciplines (Mathematics, Statistics, Informational Systems Management) with 6 years of experience
- Experience working in more than 1 geographical region
- Team leadership and management experience
- Experienced in creating reports, presentations, project management plans, and schedules that communicate and track the progress of CRM projects to Senior Management
- Expert understanding of the Customer Service dynamics in the airline/hospitality industries and the resulting impacts on system and procedural requirements with regards to the Customer Experience
- Deep understanding of current spanet conditions including competition landscape
- Client and vendor management skills
- Prior airline or consultancy experience is a plus.
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.
So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
Application Guidelines
If you’re ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing our quick application form.
