Job Description

Synopsis

Let your career take off with the World’s Leading Airline, Etihad Airways. Work in the forefront of the aviation industry, with the airline that has reimagined the flying experience through its pioneering products and services.
If you would like to be involved in the beginning of a true transformational journey, now is the time to join our Revenue division and help shape our Digital & eCommerce function. We are looking for a Senior Manager to head up our newly created Digital Engagement and Platform operations department. In this role you will establish the Digital Engagement and Customer Relationship Strategy on the digital platforms as Web, Mobile Web, App and Wearables.

As Etihad Digital Engagement Lead you will define and deliver a Digital platform strategy focusing on bringing visits, improving actions on web and App.

It will manage all Product and Content on digital platforms and manage and implement Communications and Notifications strategy on digital touchpoints. It will be responsible for the personalization and segmentation Strategy on digital touchpoints.

The position requires a thought leader to build innovative solutions to achieve Etihad digital engagement strategy, a high-performance environment, and a culture committed to Digital best in class experience.

Accountabilities

• Define strategy and product roadmap and continuously improve all digital platforms (web, App, Wearables, etc)
• Create, define and manage Web Platforms and products
• Create, define and manage App Platform & product
• Define and manage content on all digital touchpoints
• Create and manage personalization and segmentation roadmap on Web & App platforms
• Develop and execute an integrated and scalable engagement strategy, helping to drive digital transformation across the organization
• Lead end-to-end direction and execution of communication program that support and enhance our customer relationship management
• Nurture relationships with all our relevant stakeholders, working closely with a wide range of teams and departments to understand their needs and facilitate the right product and content
• Grow and manage a team of digital engagement experts

Education & Experience

• Minimum 8+ years experience within the travel industry developing web application strategies and digital content, with a CRM background
• Experience of digital communication and project management
• A comprehensive understanding of delivering complex platforms, technology-focused transformation programs, and digital experience activities
• The ability to break down and communicate complex ideas and product features effectively
• Experience with managing senior stakeholders, developing trusted relationships and working with colleagues across all types of teams
• Strategic expertise in a fast-paced digital or agency environment
• Previous experience in managing a team and third-party agencies
• Preferred knowledge, or evidenced interest in digital technology
• Effective planning, organizational, and time management skills
• Strong communication and influencing skills

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty program and more. Etihad is recognized as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.

Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonization.

Skills Required

• Communication
• Project Management
• Time Management