CRM Communications Manager

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role:

CRM Communications Manager

Responsible for the planning and execution of CRM Communications including Marketing, CRM Lifecycle, Service and disruption driving revenue and retention while balancing customer and business needs.

What you’ll do:

• Responsible for supporting the planning & design of CRM across all touch points and channels (Marketing, CRM Lifecycle, Service and disruption), aligned with the CRM and business objectives
• Craft and write content that is relevant to communication type and is in line with BA Brand tone of voice.
• Responsible for an impeccable build, QA and execution of the customer communications; on plan, on time on budget
• Adapt to changes in processes to improve productiveness and time to market
• Accountable for the performance and success of the CRM campaigns
• Ensure automation of all lifecycles across key segmentations.
• Works closely with Salesforce centre of excellence to deliver effective communications that are optimal, delivered on time within relevant processes.
• 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 working approach to optimise CRM communications effectiveness, feeding all insights gained into a continuous process of testing and refinement
• Improve channel mix to diversify and reduce email dependence
• Deliver communications in line with new and improved CRM communications approach in alignment with the Brand guidelines and tone of voice, and External Communications.
• Ensure seamless consistent customer communications across all channel and touch points, acting as an auditor
• Ensure standard process CRM principles from industry are applied to create market leading communications
• Work closely and seamlessly with a wide range of teams, especially with Brand and Customer Experience, Commercial, and IAG Loyalty
• Develop and implement customer communications in disruption
• Work as part of CMT team as marketing rep in times of crisis or as part of discovery

What you’ll bring to British Airways:

• Excellent planning
• Excellent copy-writing
• Excellent stakeholder management
• Strong focus on results, without losing sight of the plan and execution
• Excellent understanding of the processes and procedures
• Team working/Collaboration
• Collaboration
• Influencing
• Handle pressure
• Prioritisation
• Decision making
• Excellent MS PowerPoint and Excel

Your experience:

• 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 environment; organised and thorough
• Working in a global environment

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.