At a Glance
- Tasks: Lead the customer journey and CRM strategy to enhance travel experiences.
- Company: Join easyJet, a leading low-cost airline connecting millions across Europe.
- Benefits: Enjoy competitive bonuses, staff travel perks, and flexible working options.
- Other info: Be part of a diverse team committed to innovation and inclusivity.
- Why this job: Make a real impact on customer journeys while driving business success.
- Qualifications: Experience in customer journey management and CRM in high-volume environments.
The predicted salary is between 59400 - 72600 £ per year.
Job Description - Senior Customer Journey & CRM Manager (17189)
Job Description
Senior Customer Journey & CRM Manager ( 17189 )
Description
We are easyJet – a FTSE listed, £multi-billion low-cost airline that serves tens of millions of customers every single year. If you’re reading this, you have probably already been an easyJet customer, and you’ll know that there is no more iconic (or Orange!) travel brand in Europe.
We fly more than 1,207 routes, connecting 38 countries across Europe, and employ more than 18,000 colleagues. We’re on a mission to make low-cost travel easy – and whatever your role here, you’ll connect millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.
What makes us easyJet? Our Promise Behaviours - we are Safe, Bold, Welcoming and Challenging. Four Behaviours. One Spirit. One easyJet.
READ ON IF YOU
- Have significant experience in customer journey management and CRM within a complex customer-focused environment.
- Enjoy turning customer insight, data and business challenges into measurable improvements.
- Thrive in commercially driven roles where customer experience and revenue growth go hand in hand.
- Love working across multiple teams to deliver customer and business outcomes.
- Have experience with CRM technology, customer data platforms, digital analytics and customer engagement tools such as Braze.
- Are passionate about creating seamless, personalised customer journeys at scale.
THE TEAM
Our Customer Marketing team plays a critical role in shaping how customers experience easyJet throughout their journey with us. We bring together customer insight, CRM, digital channels, data, commercial expertise and creativity to deliver engaging experiences that help customers get the most from their travel.
As part of this team, you'll work with colleagues across product, trading, analytics, technology, operations and customer experience to continuously improve the way customers interact with easyJet before, during and after their trip.
THE ROLE
This is one of the most commercially significant roles within Customer Marketing, responsible for owning the Active Travel customer journey from post-booking through to travel completion.
You'll be accountable for both customer experience and commercial performance, creating a connected and measurable journey that prepares customers for travel while driving digital adoption, ancillary revenue growth, conversion and revenue per passenger.
As the strategic owner of the Active Travel roadmap, you'll bring together teams across CRM, product, analytics, commercial, customer experience, creative and operations to design and deliver journey improvements that create value for both customers and the business.
Key responsibilities include:
- Owning the Active Travel journey roadmap and commercial performance against defined customer, commercial and operational objectives.
- Defining priorities and making trade-off decisions across customer experience, operational requirements and commercial outcomes.
- Leading a cross-functional journey team, setting clear objectives, priorities and measures of success.
- Designing integrated customer journeys across app, web, email, push, in-app messaging, SMS and operational touchpoints.
- Embedding upsell and cross-sell opportunities within the customer journey to maximise commercial performance.
- Owning the intake, assessment and prioritisation of new journey enhancements and opportunities.
- Developing measurement frameworks and monitoring performance against key KPIs including ancillary revenue, conversion, digital adoption and customer readiness.
- Driving delivery across martech, product, analytics, creative, data and operational teams.
- Establishing a test-and-learn culture that supports experimentation, personalisation and continuous optimisation.
- Partnering with other journey owners to ensure a consistent and connected end-to-end customer experience.
Requirements of the Role
WHAT WE'RE LOOKING FOR
- Significant experience in customer journey management and CRM, ideally within travel, aviation, retail, ecommerce, financial services or another high-volume customer environment.
- Strong understanding of CRM channels, digital customer journeys, marketing technology and customer data.
- Experience working with platforms such as Braze, CDPs, app analytics, web analytics or similar customer engagement technologies.
- Proven ability to translate complex or ambiguous business challenges into customer-focused solutions and measurable outcomes.
- Strong commercial awareness with experience balancing customer value, business goals and operational requirements.
- Expertise in prioritisation, roadmap management and outcome-based planning.
- Strong understanding of measurement, experimentation, performance reporting and optimisation.
- Experience influencing senior stakeholders and driving decisions across cross-functional teams.
- Ability to manage complex dependencies and coordinate delivery across multiple workstreams.
- Excellent communication skills, with the ability to simplify complexity and create alignment.
WHAT YOU’LL GET IN RETURN
- Up to 30% maximum bonus
- PMI
- 7% pension contributions
- Excellent staff travel benefits
- 25 days of annual leave + bank holidays
- Annual credit towards an easyJet holiday
- Various flexible benefits and extras
PRACTICALITIES
This is a full-time position. We support hybrid working and spend time together as a team in our Luton HQ offices.
REASONABLE ADJUSTMENTS
At easyJet, we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us at ma.recruitment@easyjet.com. We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.
#LI-CH1 #HYBRID
Business Area
Business Area
Customer & Marketing
Primary Location
#J-18808-Ljbffr
Senior Customer Journey & CRM Manager in Luton employer: easyJet Airline Company PLC
easyJet Airline Company PLC is an excellent employer that prioritises employee engagement and inclusivity, making it a fantastic place for those passionate about people insights. Located in Luton, the company offers a vibrant work culture with opportunities for professional growth, competitive benefits such as performance bonuses and health insurance, and unique travel perks that enhance the overall employee experience.
Contact Details:
easyJet Airline Company PLC Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Journey & CRM Manager in Luton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at easyJet Airline Company PLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like easyJet Airline Company PLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Journey & CRM Manager in Luton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to easyJet Airline Company PLC:Your cover letter is your chance to shine! Tell us why you want to work at easyJet Airline Company PLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at easyJet Airline Company PLC!
How to prepare for a job interview at easyJet Airline Company PLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
