Manager Omni-Channel Experience.Digital Commerce & Customer Experience at Kenya Airways

Description

Reporting to Head Digital Commerce and Customer Experience, Manager Omni-Channel Experience is responsible for connecting all sales channels and fuse them into one seamless Kenya Airways shopping experience. The role is a key enabler to direct first strategy. Key duties and responsibilities will include;

• Owning the overall roadmap for key Kenya Airways Digital touchpoints initiatives, including strategy definition and delivery
• Working with IT and digital operations team deliver a strong omnichannel experience by having a single commerce platform that joins front-end and back-end systems and also provides a central hub for order management, customer, stock and inventory data.
• Ensure accurate information across all customer touch points is delivered in real-time to create efficiencies and improve the customer experience.
• Combine all customer data into a single source to get one complete view of the customer across all channels and touch points to deliver a consistent customer service and also support personalized marketing, merchandising and targeted promotions across all channels.
• Together with IT and digital operations team define and execute the Mobile first strategy.
• You will wake up every day obsessed with finding new and treading channels where customers are and adding these into existing channels.
• Provide end to end Product Management to ensure digital offerings meet client needs while differentiating Kenya Airways in the marketplace.
• Partner with digital operations team to resolve operational concerns that impact order fulfillment.
• Build strategic plans to bring digital and live environments (e.g. retail, call centre) together through authentication capabilities.
• Develop a digital-first strategy and roadmap to transform our customer's authentication experience into best in class throughout the customer journey.
• Troubleshoots and researches issues related to changing trends, behaviours, or performance to identify what is impacting the business and determine how to address.
• Manages vendor partners to help solve customer and business problems and collaborate to drive for new innovations in products and services that best meet business needs.
• Analyze E2E flows using customer behaviour data to identify opportunities for improvement.
• Convert strategic ideas into executable actions by defining solution requirements and facilitating the various team activities to implement solutions.
• Facilitate ideas to enhance the customer experience and improve speed to market.
• Conducting competitive analysis and market research across mobile.
• Develop business solutions and functionality to remove adoption barriers and increase client utilization of digital tools.
• Drive app downloads, managing reporting and creating the ultimate mobile customer experience.
• In collaboration with acquisition team, you will develop, identify and manage comprehensive mobile marketing campaigns that drive mobile app adoption, improve the customer experience and identify mobile consumer optimization opportunities.
• Drive mobile app engagement and making the Kenya Airways App the #1 mobile app user experience. You need to have creative approaches that drive customers engagement through the mobile application.
• Seek continuous product and service improvement through customer and employee feedback.
• Managing the mobile product roadmap including i.e Native APPs, hybrid applications, and progressive web apps.
• Interact internally with sales teams to leverage electronic channels for maximum channel containment and Channel shift to electronic ‘self-serve’ channels.
• Mentor and coach existing team members to support their performance and development   

Qualifications

• 5-7 years of experience, with knowledge of Retail operations and/or eCommerce operations specifically on Omni channel.
• Core understanding of web content and ecommerce website functionality.
• Experience with Omni channel marketing, brand or agency experience a plus
• Experience in the online gaming industry.
• Strong focus on User experience for mobile.
• Strong knowledge of A/B testing platforms e.g Adobe Target, Optimizely
• Deep understanding of testing, personalization and segmentation best practices.
• Strong tactical problem-solving, proven cross-functional leadership, and a bias for action.
• Proven ability to work in a demanding, fast-paced global environment; must be able to leverage cross-functional teams to deliver results to meet specific deadlines and shift focus with changing priorities.
• Excellent interpersonal and relationship-building skills with the ability to communicate effectively with senior managers.
• Experience with product management and product strategy development
• Understanding of Agile and design thinking working approach.
• Critical thinking/ problem solving skills