E-Customer Relationship Management Coordinator

Job Purpose

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always ‘Fly Better.’ As one of the most recognised and admired brands globally, we’re driven by innovation and excellence. Join us as a E-Customer Relationship Management Coordinator - Emiratisation and experience a fast-paced, multicultural environment where your ideas and expertise will help shape the future of aviation. Here, you’ll grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage.

As a 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.

Qualification

To be considered for this role, you must meet the below requirements:

• Experience with working on websites from an e-commerce capacity
• Experience in the E-Commerce environment and an understanding of technology is essential.
• Knowledge, skills and experience gained in the area of e-Commerce and an understanding of e-Commerce technology
• Knowledge and utilization of Salesforce Marketing Cloud
• Familiarity with best practices in web-based marketing and thorough knowledge of MS Office applications- Excel & Power Point & Word
• Fluency in spoken & written English

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop their careers. If you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays worldwide.

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers .