Job PurposeOur Corporate Communications, Marketing and Brand (CCMB) team is responsible for conveying the essence of Emirates Group. Our team is pivotal in representing the attitudes, beliefs and goals of our organisation across the globe, both internally and with our customers alike.
The Marketing Enablement Manager, Customer Communications will act as the business solution design lead for the Marketing Communication Platform, with the rare opportunity to design and deliver customer communications platform from scratch, directly contributing to the success of a highly ambitious business strategy to support both marketing and operations. Working with enablement, create a streamlined relationship and a planned improvement roadmap between IT and CCM&B, ensuring the marketing strategies of the CCM&B department are complimented with the technology required to bring the to life. Collaborate with CCM&B teams to identify Mar Tech/Marketing Communication Platform technology requirements, and liaise with IT and Procurement to identify, assess and select suitable best-in-class products to support the Marketing Communication Platform solutions. Assist in creating digital business strategies, by sharing Marketing Communication Platform information and advise on any potential opportunities or risks. Manage the implementation and adoption of Marketing Communication Platform across CCM&B department, briefing and working closely with IT to ensure correct setup, data flows and integrations are established between CCM&B Mar Tech/Marketing Communication Platform solutions and, as required, other technology solutions.
In This Role You Will
- * Work within Corporate Comms, Marketing & Brand (CCM&B) and in liaison with IT, you will help map out and develop the Marketing Communications Platform ecosystem for the Emirates Group brands, with key focus on driving efficiencies across the group. The marketing technology platforms you help acquire, design, implement and adopt will play a pivotal part in the success of the business, serving marketers and decision makers with the right toolkit to deliver customer centric marketing for years to come.
- Work with teams across CCM&B, document Marketing Communication Platform requirements in line with marketing strategies, and work with IT and the CCM&B teams to identify, shortlist and assess technology vendors to satisfy requirements. Capitalize on data and technology to fulfill organizational goals. Gather business requirements to justify procurement of marketing software, create the business cases and support on requirements gathering with IT and the CCM&B teams.
- Brief IT and agency partners on technology requirements, integrations, data flows, automations and, safety controls and safety controls and other needs. Manage the introduction of new technology into the CCM&B Mar Tech/Marketing Communication Platform, and ensure any integrations with other marketing technology products or organisation platforms (i.e. non-marketing platforms and systems) are correctly set up for their use by the CCM&B teams. Understand how systems can interconnect to integrate data between platforms, working with IT to ensure it is briefed in and executed correctly. Customize marketing technology products with software development as needed by the CCM&B users.
- Train and support CCM&B staff on using new and existing Marketing Communication Platform. Be the super-user and product evangelist for Marketing Communication Platform. Stay up to date on any changes/updates in existing technologies and bring this information to the CCM&B's Customer Strategy and Retention Operation teams for use within their day-to-day operations.
- Manage CCM&B's Marketing Communication Platform, optimizing the investments at all times and ensuring new solutions being procured is set up such that it works optimally within the existing stack. Identify and consolidate multiple instances of same or similar Marketing Communication Platform solutions.
- As part of the implementation of new Marketing Communication Platform solutions, lead and participate in user acceptance testing while correcting any issues that arise. Set up change management programs as needed, in line with the implementation of new marketing technology rollouts.
- Stay abreast of new marketing technologies and bring this information into the CCM&B environment. Research and recommend new marketing technology products in line with changes in the CCM&B strategies, particularly within the digital landscape.
- Implement and monitor data quality within Marketing Communication Platform, raising any quality issues with the appropriate teams within CCM&B or externally to the vendors. Document and track these requests, updating impacted teams along the process.
- Implement and monitor performance and other SLAs of CCM&B's Customer Strategy and Retention: Operations solutions. In cooperation with the users, perform reviews of all solutions regularly.
- Maintain compliance to Emirates Group privacy principles and work with the Data Privacy Network Liaison within CCM&B to ensure privacy and security of personal data is considered by design and default in all aspects of the role.
Qualification
In order to be successful in this role, you must meet the below requirements:
- * Degree of Honours (12+3 or equivalent) in a relevant discipline (eg Marketing, Digital Technologies, Digital Communications)
- 8+ years of industry experience in a Marketing/Digital organization with a record of successfully delivering complex products, specifically in:
- Leading change & building consensus in a highly matrixed organizational structure.
- Delivering large / enterprise level projects.
- Marketing Communication Platform using data to deliver a customer centric marketing and customer experience programmes in a complex, regulated environment.
- Implementing omni-channel personalisation at scale
- Acquiring, implementing and operating Marketing Communication Platform products & services.
- Managing product delivery and release in an agile environment.
- Using analytics and optmisation tools to inform product planning and prioritization.
- Working with product and engineering teams to deliver customer facing features.
- Agency experience is an advantage.
- Experience with Adobe and Marketing Cloud is beneficial.
- Expert knowledge of omni-channel communication Platforms across marketing and operational use cases.
- Expert knowledge of event driven and real-time communication triggers.
- Strong understanding of customer lifecycle and journey based communication.
- Working knowledge CDPs, identity resolution, and audience activation.
- Working knowledge of AI/ML and its applications in consumer communications.
- Experience integrating operational systems with marketing platforms.
- Expert knowledge of privacy compliant first party data activation and Marketing Communication Platform integrations.
- Working Knowledge of Marketing Communication Platform ecosystems.
- Understanding of consent and contractability across communications channels.
- Working knowledge of personalization across marketing and service messaging.
- Understanding of analytics and performance measurement for communications.
- Ability to effectively manage governance, workflows, and cross functional collaboration.
At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're looking for a challenging and rewarding opportunity, apply today and join our team!
Salary & benefits
Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers
