Mar 08, 2018

Head of Customer Engagement & Analytics Job Placement - Hala Group (Etihad Group)

  • Emirates Group
  • Abu Dhabi - United Arab Emirates
Full time Customer Service and Call Center Jobs Management and Executive Jobs Sales and Marketing Jobs

Job Description

Job Title:  Head of Customer Engagement & Analytics

Company Name: Hala Group (Etihad Group)

Location: Abu Dhabi, United Arab Emirates (UAE)

 

Job Summary: The Head of Customer Engagement & Analytics will lead the Hala Group Customer Engagement Team that encompasses marketing, analytics, and operations functions and activities.  Responsible for developing the strategic direction and accountability for the provision of services to all Hala business units, including Etihad Guest and Loyalty Programmes, Holidays and Hala Travel Management. Define and drive the customer engagement strategy in collaboration with Hala senior leadership team.  Accountable for the successful and timely delivery of Hala Groups’ customer experience across a wide variety of digital, mobile, and service delivery channels.

 

Key Duties and Responsibilities:

  • The KPIs of a united Hala Customer Engagement Team that encompasses marketing, analytics, and operations functions. These KPIs include customer engagement score, % revenue growth from new customers, net result, free cash flow, and projects ROI.
  • Define, cascade and drive the Hala Customer Engagement Strategy. Educate internal partners on the strategy and this unification of digital, mobile, marketing, analytics, testing and operations strategies in order to pivot the entire team in unison to meet overarching KPIs.
  • Identify growth opportunities for the business by smarter utilization of data and technology that can be leveraged to into exponential steps forward in product development and customer engagement.
  • Drive and build effective sustainable internal and external stakeholder relationships to leverage influence and decision making at Senior Executive level across EAG
  • Responsible for Hala Customer Engagement budget in order to maximize Engagement team success and meet required business KPIs.
  • Ensure compliance with set Procurement and Finance processes, policies and procedures. Contribute to the development and finalization of the overall Hala budget.
  • Drive and build effective sustainable internal and external stakeholder relationships to leverage influence and decision making at Senior Executive level across EAG
  • Responsible for Hala Customer Engagement budget in order to maximize Engagement team success and meet required business KPIs
  • Lead and monitor strategic analytics, marketing, mobile, digital and operations plans – to ensure alignment with the overall Hala and EAG strategy, priorities and targets. Engage with other Hala and EAG business units – to ensure alignment and identify & leverage cross partner opportunities.
  • Own the senior marketing relationship with third party strategic partnerships, as they relate to Hala. Own and optimize any outsourced or offshored activities or teams as they relate to Hala.
  • Lead projects that identify opportunities which use new and existing technology that will exponentially increase the ease of doing business with a wide variety of touch points, including the FFP. Opportunities must be data and/or research driven to drive transformative changes to drive incremental revenue.
  • Cascade policies, processes and procedures to ensure all relevant governance / privacy / regulatory / legislative / GPPR requirements are met. Ensure auditable processes and standard operating practices are fully compliant with all relevant internal / external requirements. 
  • Stakeholder Management: Create authentic and strong business relationships with a wide variety of internal stakeholders. Understand goals of partners and help

 

Qualifications, Skills and Experience:  

  • Hold a Bachelor’s degree, Masters preferred in a commercial/business related field such as Business, Economics, marketing or maths
  • Fifteen years’ experience at a senior level in a combined marketing/analytics/growth lead for a name brand organization that delivers remarkable customer experiences
  • Highly experienced in mobile. Digital, marketing analytics and the application of analytics to customer/prospect value generation

 

Skills:

  • Commercial understanding - Excellent
  • Numeracy and analysis - Excellent
  • Project Management - Excellent
  • Problem solving - Excellent
  • Written and verbal communication - Excellent
  • Presentation skills - Excellent
  • Numeracy and analysis - Excellent
  • Project Management - Excellent
  • Negotiation - Excellent
  • People Management - Excellent
  • Data Science concepts & application - Good

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