At a Glance
- Tasks: Manage customer communication for flight-only customers, ensuring alignment with experience and commercial goals.
- Company: Join TUI, a leader in travel with a focus on diversity and inclusion.
- Benefits: Attractive salary, bonuses, flexible working, health support, and career development opportunities.
- Other info: Dynamic work environment with a commitment to community and sustainability initiatives.
- Why this job: Shape customer experiences and drive engagement through innovative communication strategies.
- Qualifications: Experience in customer communication, data analysis, and stakeholder engagement required.
The predicted salary is between 40500 - 49500 £ per year.
ABOUT OUR OFFER
- Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
- Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
- A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
- Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.
- Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.
ABOUT THE JOB
You’ll own and manage the end-to-end customer communication landscape for flight-only customers, ensuring all messaging across booking, pre-travel, disruption, inflight and post-travel phases aligns with customer experience and commercial objectives.
You’ll implement personalized and automated communication, leveraging CRM systems, segmentation and AI-based capabilities to enhance relevance, scalability and commercial impact through dynamic content and predictive messaging.
You’ll own and drive communication performance by defining relevant KPIs and measurement frameworks that link satisfaction, open rates, conversion and customer outcomes while identifying underperforming areas to guide improvements.
You’ll develop customer communication frameworks aligned with TUI tone of voice and regulatory guidelines, ensuring clarity, compliance and emotional resonance while embedding accessibility and inclusive design across all channels.
You’ll build a governance model with operational teams managing real-time communications, ensuring escalation rules, tone and channel usage are customer-focused and consistent during disruptions and irregular operations.
You’ll partner closely with IT and digital teams to define and optimize the communication system landscape, owning end-to-end processes, triggers and workflows that ensure customers receive the right message at the right time.
ABOUT YOU
You have extensive experience in customer communication, content strategy or customer lifecycle marketing with commercial awareness to drive engagement and conversion.
You bring demonstrated capability to manage tone, brand and compliance in regulated environments with experience in customer journey mapping and communication design.
You’re confident in data analysis, A/B testing and communication performance reporting with the ability to translate insights into actionable improvements.
You possess effective collaboration and stakeholder engagement skills, able to work successfully across digital, operations and market teams in complex environments.
You have clear understanding of accessibility and inclusion in communication with effective written and verbal communication skills and creative flair.
You bring experience managing communication frameworks in multi-market or international environments, able to champion customer-centric communication and support cultural change.
From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.
We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.
SECURITY STATEMENT
At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline. Rest assured; we’ll guide you on the necessary information you need to provide at each stage.
Please note that if you are applying for a role in the UK, you must ensure you can provide a full 5 years referencing, plus a criminal record check for all countries you’ve resided in for more than 6 months in the past 5 years (some costs may apply).
Senior Customer Communication Manager employer: TUI Group
At TUI, we pride ourselves on being an exceptional employer that champions innovation and collaboration. As the Head of Customer Data Science & AI, you'll enjoy a flexible working environment that promotes a healthy work-life balance, alongside attractive remuneration and generous travel benefits. With access to the TUI Learning Hub for personal growth and opportunities to engage in meaningful community initiatives, you will be part of a diverse team dedicated to shaping the future of customer experiences through advanced analytics and AI.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Communication Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TUI Group. 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 TUI Group 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 Communication Manager
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 TUI Group:Your cover letter is your chance to shine! Tell us why you want to work at TUI Group 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 TUI Group!
How to prepare for a job interview at TUI Group
✨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.
