CRM Communications Manager

This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past – but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities as us, you could soon be part of the next chapter of our story. Together as one team, we’re connecting Britain with the world and the world to Britain like no one else.

As a CRM Communications Manager, you are responsible execution of all CRM Communications including Marketing, CRM Lifecycle, Service, and disruption. Our key objective is to drive revenue and retention. We pride ourselves as experts in understanding customer behavior data to design engaging comms that are personalised and relevant to the customer.

What you’ll do:

• Responsible for supporting the planning and design of CRM across all touchpoints and channels (Marketing, CRM Lifecycle, Service and disruption), aligned with the CRM and business objectives.
• Create content that is relevant to the communication type and is in line with BA Brand tone of voice.
• Adapts to changes processes and procedures to improve productiveness and time to market
• Accountable for the performance and success of the CRM Campaigns.
• Works closely with Salesforce centre of excellence to deliver effective communications that are optimal, delivered on time within relevant processes.
• Ensure seamless consistent customer communications across all channel and touchpoints, acting as an auditor
• Works closely with Digital Analytics and Central Analytics teams to apply audience segments, models, market effective plans and measure post campaign.
• Partake in a test and learn strategy to optimise CRM effectiveness, feeding all insights gained into a continuous process of testing and refinement.
• Work closely and seamlessly with a wide range of teams, especially within Brand & Customer Experience, Commercial, and IAG Loyalty.
• Ensures best practice CRM principles from industry are applied to create marketing leading communications.
• Work as part of CMT team as marketing rep in times of crisis or as part of discovery.

What you will bring to the team:

• Working with Salesforce products – especially Marketing Cloud
• Developing successful CRM programs
• Developing successful communications
• Communications Planning
• Copy-writing
• Experience with developing omni-channel propositions
• Working in cross functional teams, including internal and external
• Working at broad range of seniority levels
• Manage multiple assignments across teams in a fast-paced, deadline-driven environment; extraordinarily organised and detail-oriented.
• Working in a global environment
• Handling agencies and third-party suppliers.

Our Corporate and Support roles come with big potential to make your mark on our business. The airline industry changes so fast that we’re constantly evolving and finding new ways to impress customers and get ahead of our competitors. If you’re an innovator and brave and bold thinker, you will be in your element at British Airways.

Your impact on British Airways will be rewarded with a competitive rewards package plus the opportunity to develop and progress your career in many directions.

Not only will you have the chance to further your career development within BA, you’ll have access to our competitive reward and benefits package. This includes core company paid benefits such as a Defined Contribution pension scheme, generous Life Assurance cover and a whole host of options to support your physical, mental and financial wellbeing. You can also sign up for a range of voluntary benefits such as Private Medical cover, Dental and Critical Illness cover, Technology Scheme, Cycle to Work and Electric Car Scheme. And of course, you’ll be able to enjoy the benefit of staff travel as soon as you join us

We are an equal opportunities employer and value diversity at British Airways. We do not discriminate on the basis of race, religion, age, marital status, veteran status or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities