Manager, CRM & Digital Operations

Position Title Manager, CRM and Digital Operations Report To Senior Manager, Digital Marketing & Marketing Planning Position Summary Seeking a highly motivated and strategic Manager of CRM and Digital Operations within the Global Marketing team of the Airlines Business to lead our customer relationship management and digital initiatives. This role is pivotal in driving customer engagement, optimizing digital platforms, and leveraging data-driven insights to enhance digital direct conversion rate, customer lifetime value and operational efficiency. This is an exciting opportunity to shape and elevate our CRM and digital operations, driving innovation and customer engagement at the forefront of the industry. Key Accountability

1. CRM Strategy and Execution
   1. Develop and implement CRM strategies to drive customer acquisition, retention, and loyalty.
   2. Manage CRM tools and platforms, ensuring seamless integration with marketing automation and analytics systems.
   3. Oversee customer segmentation, lifecycle management, and personalized communication initiatives in line with business priorities and GTM plan.
2. Digital Operations
   1. Lead the operational management of digital channels, including websites, mobile apps, and email marketing platforms.
   2. Implement best practices for SEO, UX/UI, and mobile optimization to enhance platform discoverability and usability.
   3. Manage content management systems (CMS) to ensure timely updates, consistency, and alignment with brand guidelines and business priorities.
   4. Collaborate with Digital Solutions / Payments team on the end-to-end operations of digital payment systems, ensuring secure, user-friendly, and compliant transaction processes.
   5. Collaborate with Digital Solutions, IT, Product, and Marketing teams to optimize user experience, up-to-date content and ensure platform performance.
   6. Monitor and report on digital metrics and KPIs, identifying opportunities for improvement to contribute towards the revenue goals of the online direct channel.
3. Data and Analytics
   1. Leverage data insights to inform strategy and decision-making across CRM and digital operations.
   2. Develop and maintain dashboards to track campaign performance, user behavior, and conversion metrics.
   3. Ensure compliance with data protection regulations, best practices and trends.
4. Collaboration and Stakeholder Management
   1. Partner with cross-functional teams to align CRM and digital initiatives with broader marketing and business objectives.
   2. Manage relationships with external vendors, ensuring timely delivery of services and solutions.
5. Team Leadership
   1. Mentor and develop a team of CRM and digital specialists, fostering a culture of innovation and excellence.
   2. Ensure continuous learning and adoption of industry best practices within the team.

1. Degree in Marketing, Business Management, or any related field.
2. 5-7 years of experience in marketing.

1. Bachelor’s degree in Marketing, Business, IT, or related field. Master’s degree is a plus.
2. 5+ years of experience in CRM, digital marketing, or related roles, with proven leadership experience.
3. Strong proficiency in CRM or marketing automation tools (e.g., Adobe, Braze etc) and digital marketing platforms.