E-Customer Relationship Management Coordinator

As an E-Customer Relationship Management Coordinator, you will be responsible to coordinate with the E-Commerce Manager to implement and manage e-commerce Customer Relationship Management (CRM) channels to maximise online Engagement, via Salesforce Marketing Cloud including setting up and executing the CRM Strategy for dnata Travel / or / Emirates Holidays online.

In this role, you will:

• Assist in the development and implementation of all CRM strategies to maximize online engagement and monitor main KPI?s such as growth of user database, Click through Rate (CTR), Conversion (CVR) Improvement performance in conjunction with the E-Commerce Manager and brand stakeholders (Dubai/Local).
• Explore sales opportunities across multiple devices and websites and assist in managing, increasing and segmenting the email database.
• Liaise with internal/ external stakeholders ensuring all online campaign activity initiatives are properly identified, communicated, planned, executed and measured in compliance with local legal requirements.
• Report issues/troubleshooting to relevant departments (IT/Product/Systems) to support business improvement and process efficiency.
• Work on automation of emails, sharing the flow of automation and liaising with relevant development teams in order to expose the appropriate information from the data layer and send it through to Salesforce Marketing Cloud
• Ensure the smooth operation and commercialisation of all new online features and products incorporated to email strategies.
• Brief the Corporate Communications team (DXB) on all local tactical activity including content and creatives required. Approve staging sites and ensure that all content on local sites is up to date. Ensure the agreed Corporate Communications policy and process is adhered to for all Online Travel Agency (OTA) marketing/media activity.
• Keep business stakeholders updated on activities from a CRM perspective, and prepare reports on a recurrent basis to track performance of email/CRM activities. Make recommendations to enhance online services/facilities for local markets across the ME & I brands based on the data gathered.
• To check, verify that all the emails across the CRM journey, are working with no errors and additionally work with internal stakeholders to improve the CRM Journey, including the A/B Test performance to increase CTR / Open Rate and CVR.