Lead the development of a best in class engagement-basedconversational strategy across Etihads channels and touchpointswithin KPIs set to increase interaction, engagement and minimisecommercial KPIs for Etihad.
Core responsibility working as a unitspecialist within the Brand & Digital Customer Experienceteam to write, evolve and iterate Etihad content for omni-channelenvironments including .
com, chatbots, mobile and airport. Keenunderstanding of the Customer Experience journey planning todevelop creative engaging content for Etihads omni-channelexperiences.
Develop tone of voice principles, conversationalcommerce guidelines and content for digital channels including.com, chat-bots, solution briefs, use cases, case studies,infographics, banner ads, social media, website, landing pages andothers as required.
Secondary responsibilities focus on editing,proofing and scaling interaction focused copy and creativedeveloped by in-house, freelance and agency teams.
Workcollaboratively with the Brand development, Guest Experience,Marketing, Product management teams, vendors, solution providersand creative agencies to drive the design of UX & CXrecommendations and creation of unique and innovative Etihadexperiences.
Drive and act as champion for guest communicationinsights to help the EAG marketing and UX teams to developappropriate overall strategies and campaigns.
Perform benchmarking,research and studies to identify innovations and trends to ensurethe effectiveness of Etihads engagement strategy whilst in tandemembedding that thinking into the organisation via training,workshops, etc.
EDUCATION & EXPERIENCE
ABachelors Degree in Business Management (specialisation inMarketing Communication would be a distinct advantage). Minimum 8+years in marketing, client or agency side, of which 5 is in amanagerial role in a customer-centric company.
Ideally withinaviation, e-commerce and / or retail industry background, preferencewill be given to candidates who able to demonstrate an extensiveportfolio dedicated in a user centred design environment.
Must be aself-starter who can prove an ability to operate in a challengingenvironment and with multi-cultural teams. Excellent hands-oncopywriting experience in all areas of online marketing andadvertising covering content / inbound marketing, social media, SEO,programmatic paid media, display, mobile search, social search,Real-Time Marketing, affiliate marketing, mobile marketing, Voicesearch etc.
Ability to lead through influence rather than solelythrough authority. Experience within an agile / scrum-based frameworkand / or Design Thinking approaches a plus.
Omni-channel ecommerceexperience and knowledge of seo / content marketing are a plus, butnot required. Previous experience in within a highly regulated dataprotection / compliance environment anadvantage.