Manager.Digital Commerce & Customer Engagement B2C at Kenya Airways

Role statement

You love blogging and storytelling, smart and innovative email strategies, conversational commerce and other means of digital customer engagement and digital sales? Apply for this exciting role as Digital Commerce & Customer Engagement Manager B2C. You will be re-enforcing our vision of direct & mobile first and engaging customers instead of a transactional approach. This is how we can make a difference in today’s crowded and dynamic marketplace and become part of the daily life of our customers.

We want to create an agile and flexible approach for commercial in terms of how we work, create impact and be cost efficient. We aim to strengthen our market position and become the reference for travel to/from/via Africa and leverage the creative potential and fascination of our African home markets. We make a difference with a human touch, caring more and engaging and retaining customers not only related to a specific flight event but throughout their daily life. This will be driven by authenticity, creativity, enthusiasm and the ability to put ourselves into our customers shoes.

Accountability (Responsibility)

• Develop and deliver innovative content strategies and visuals (working closely with the in house designers) to effectively showcase Kenya Airways propositions in our markets and drive engaging customer experiences for website, Mobile and social.
• Interact with our growing audience across social media and messaging platforms and markets. Find relevant news and content to share with the customer database and enrich and become part of their lifestyle.
• Define the strategy for each digital channel and touch point to distribute campaigns and content effectively and in a relevant way and grow and engage the audience and develop sales through exciting and inspiring content and connecting emotionally. Include benchmarking with competition and a pro-active strategy to differentiate and leverage the best of Africa. Create
new and innovative communication proposals through a digital lens based on historical information, current trends & experiences
to help evolve our digital footprint.
• Develop and manage the social and digital content and digital commerce and promotion activity calendar and schedule posts, pro-actively planning and listening. Align with the b2b customer engagement manager and across departments to ensure best possible coverage across channels and touch points.
• Work with our in-house designers to create visual content with fresh and innovative ideas, re-inforcing a modern, dynamic and innovative brand image
• Build relations with industry influencers and key stakeholders, engaging in conversations with audiences and keep developing their community.
• Define and support customer engagement processes and collaboration approach with other areas of social media conversations, such as support and corporate communications
• Develop a strategy related to tools supporting to create, manage, and optimize superior customer experiences. Provide ability to plan, publish, and measure customer engagement seamlessly across social channels.
• Together with the local teams develop a content localization strategy for digital to drive local engagement in different markets.
• Identifying “up-sell and cross-sell” opportunities through content analysis and deploying responsive content assets and re-targeting programs for higher conversion rates.
• Collaborate with analytics and insight team members to leverage and enhance existing data and analytics, and develop additional research and data sources as necessary, to inform strategy development and ongoing measurement and optimization, based on lifestyle analysis and relevance.
• Measure and communicate results on key performance indicators: Are we achieving targeted results along the key touch points in the designed journeys? Synthesize insights to create actionable recommendations to further drive results.
• Develop a strategy for and manage the companies b2c email campaigns and communicating company brands through email marketing, managing trigger email campaigns throughout the customer journey and beyond to maximize sales.
• A/B Testing on various email campaigns to establish the most effective. Tracking and reporting on email campaigns in order to guide improvements.
• Benchmark and ensure all email campaigns comply with current email best practice across industries. Flexible and creative approach to continuously improve.

Qualifications

• University Degree in a relevant field
• At least 5 years’ experience in similar role
•  Copywriting skills
• Fantastic Communication Skills and prove experience in marketing and communication roles
• Strong understanding of social media channels and enthusiastic blogger and customer evangelist
• A real passion for digital marketing and an interest in keeping up to date with new trends in design and video
• Effective storyteller with evangelizing strategies
• Demonstrated understanding of web metrics, digital analytics, data analysis and interpretation
• Strong attention to detail with the ability. To meet deadlines and produce high quality work
• Possess intellectual curiosity
• Airline and retail experience will be an added advantage