SVP – Customer Experience, Brand & Communication
|No. Of Vacancies:
|To develop and lead the implementation of flydubai’s brand, communication and customer strategies ensuring that the airline’s brand is always protected, and customers are engaged in a meaningful and appropriate manner.
Chairs and directs the command centre with an overall responsibility of brand reputation, sentiment as well as customer service management and environmental monitoring and action planning.
Leads the analysis of customer behaviours and profiles and develops marketing, brand and communications strategies to cater to them.
Oversees the implementation of flydubai’s brand and image development and execution through structured project management of key stakeholders and agencies.
Ensures flydubai’s brand message is strong and consistent across all channels and marketing efforts including events, email campaigns, web pages and promotional material (radio/TV etc.)
Ensures that strategic communications both internally and externally is carried out in an efficient and appropriate manner considering any cultural and situation specific sensitivities.
Assumes the responsibility of the airline’s advertising and media relations function both in the digital as well as the non-digital domain with a strategic focus on social media and emerging technologies.
Manages the airline’s press office ensuring that flydubai messaging is always conducted in an appropriate manner.
Directs the company’s crisis management planning and execution ensuring business continuity in all cases.
Oversees the design and monitoring of key metrics in relation to customer service and recovery.
Ensures that customers remain engaged as they communicate with the airline (by email and social media) and designs policies and procedures to that effect.
Approves KPIs with key metrics that measure brand recognition and engagement.
Manages the airline’s overall marketing efforts with a consistent brand and communication strategy.
MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLS
Bachelor’s Degree in Business, Marketing or Communications (or related field)
Minimum 15 years of experience
Personal Accountability & Commitment to achieve
Resilience and Flexibility (Can do attitude)
Inspiring & Developing Others
Information Security Requirements (ISR)
Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day to day business operations.