Manager Personalization & Customer Experience
Doha, Qatar
Job Description
About the role We are hiring for your skills to own the Personalization function within the Commercial & Digital Department. Your role would be focused on driving and developing Personalised Customer Experience across our Digital and Loyalty touchpoints. You will drive capabilities across Customer Segmentation, Customer Activity and Churn, Customer Journey, Customer Engagement and Experience, and Voice of the Customer. As a leader you will build and retain a top-notch team and liaise directly with senior stakeholders across the Commercial and Technology to evangelize and educate on Personalization and how we can use this to enhance and improve the customer experience. As a 5 Star Airline, Qatar Airways is obsessed with maintaining its levels of service and Customer focus and therefore we need you… Key Responsibilities
- Sets and carries forward the mission, strategy and prioritization of the Personalization and Customer Experience team through directly managing analytics personnel and their efforts in order to deliver Personalization and Customer Experience insights to stakeholders.
- Directs the role of the team within the broader Commercial Team and Strategy by working directly with the Sr Manager, CRM in order to align efforts and deliver key insights.
- Engages with senior leaders across the business to understand and scope analytics opportunities to support deeper customer insights.
- Focuses on intimately understanding our Customers and their behavior in order to enable direct and personalized engagement.
- Develops a deep understanding of the company's Customer data and how it can be used to personalize all Customer interaction in a valuable and practical, yet realistic approach.
- Identifies drivers of Customer Experience accurately and measures their impact on business results by meeting with stakeholders and understanding their priorities in order to provide the relevant support.
- Leads the team in focusing on Personalization by establishing a business reason for each analysis in order to drive actionable insights. Actionable insights refers to the output of the team for our stakeholders, where rather than simply perform analysis and regurgitate results, we drive the extra step to get to the actionable insight the business needs. In this case, this means we drive not just for an analysis of data, but a conclusion that can be used to make a business decision.
- Develops reports, visualizations, and presentations to clearly highlight the actionable insights from customer data.
- Connects customer data and actionable insights to broader Commercial goals and targets and produces strategic and tactical recommendations to senior stakeholders. Commercial goals and targets are set by Commercial leaders but this role is responsible for harmonizing the team’s efforts with those goals and targets and to make sure our efforts are in line with the overall Commercial vision. This is done by understanding those priorities and working with the Sr Manager to define the priorities of the team. The leader then translates those priorities to set the backlog and prioritize Personalization and Customer Experience initiatives accordingly.
- This role should be a deep practitioner and, as such, will often lead the development of reports and dashboards. The leader will also provide the direction, support and best practices to the team to help them be effective at developing advanced, flexible dashboards to share Personalization and Customer Experience insights across teams and departments.
- Structures monthly, quarterly, and annual reporting on all aspects of Personalization and Customer Experience. This is in order to both understand the customer base and what they want, as well as to measure the success of acquisition and retention across the customer population.
- Liaise closely with the Customer Insights Platform Manager to understand Customer data and how it should be organized, to identify enhancements and improvement on said data, and to make it available in a scalable way to practitioners. Partner with the Platform team on the development, deployment and use of analytical and reporting tools.
Qualifications About You We are looking for a passionate and experienced professional to join the Customer Engagement & Team.
- Minimum qualification of bachelor’s degree or equivalent is essential.
- 8+ years of job-related experience
- Familiarity with analytics and visualization tools such as R, SAS, SQL, Python, PowerBI, Tableau
- Familiarity with data environments and architecture.
- Previous experience in marketing or customer service related fields.
- Previous experience with data analytics and visualization in a business environment.
- Advanced analytical skills to identify trends and opportunities within the data
- Ability to conduct rigorous A/B tests and comfort with other test and learn scenarios
- Expert ability in Excel
- Advanced ability in data query and manipulation tools (SQL, SAS)
- Synthesize business requirements and author clear visualization for senior business users
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Job Detail
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Job IdJD1445912
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDoha, Qatar
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EducationNot mentioned