Brand & Customer Experience Manager at Kenya Airways

Job Description

The ideal candidate would be responsible for managing and continuously developing the Customer Experience across all touch-points while concurrently overseeing and promoting Kenya Airways brand, products and service.

Key Accountabilities/Responsibilities

• Build best in class passenger experience goals and roadmaps. Additionally, deliver a business-wide passenger experience journey that aligns to passenger value and needs.
• Ensure there is brand consistency throughout Kenya Airways.
• Define brand and customer service business objectives
• Work closely with the agency to develop and implement brand and advertising strategies for new and existing products and services.
• Manage brand assets and maintain brand quality standards
• Prepare and implement brand/advertising budgets as well as monitor to ensure expenditure is in line with the company business plan.
• Perform regular market research to gain brand data.
• Work with the leadership teams to define and launch Kenya Airways’ next generation product and service solutions
• Recruit, nurture and develop/retain quality team members.

KEY PERFORMANCE INDICATORS

• Brand attributes (perception, share of voice and brand health)
• Marketing campaign effectiveness

Knowledge, Skills, Experience

• Advertising and Media Training
• Minimum of 5 years experience in related Customer Experience and/or Brand Management roles with a Bachelor’s degree.
• A Master’s degree would be an advantage.
• Track record of driving and delivering multiple brand projects simultaneously with demonstrated organizational, planning and time management skills
• Excellent verbal and report presentation abilities.
• Strong relationship and negotiation skills with both internal and external partners.