Jobs at Kenya Airways

Brief Description        

Drive Kenya Airways’ Customer Experience Strategy and initiatives toimprove Customer relations, service delivery and customer loyalty to achieve highlevels of Customer satisfaction at key stages of the customer journey. Head of Customer Experience and will be accountable for and lead on shapingthe end-to-end experience of Kenya Airways customers and in collaboration withvarious teams and take responsibility for planning, developing, and managing aportfolio of initiatives that contribute to the overall Customer experience. The role will offer leadership and directionto the entire Customer Excellence, Customer relations and Loyalty teams.

Detailed Description        

• Lead a high-performance Customer Experience team offering strategic directionto key goals and a customer centric approach to the business for optimumcustomer experience delivery.
• Develop and implement strategiesfor the continuous improvement of Customer experience along the customerjourney, Customer conversion and retention.
• Develop and implement customer servicestandards across the organization.
• Establish corporate metrics for defining the relationship withcustomers.
• Lead in delivery of the Customer Excellence Sales and Loyalty products revenuesand Excellent customer relations
• Develop and implement all current and future customer affinity, loyaltyand retention programs.
• Planfor annual finances of the Customer experience programs and teams and ensurethey are managed and kept within approved budgetary guidelines.
• Developthe partnership framework and manage the relationship with Airline Partnerswithin and outside of Sky Team as well as non-airline partnerships. 
• Ensurebusiness performance of customer experience team is monitored and customer focusedapproach maintained, and Customer satisfaction insights gathered and sharedwith relevant stakeholders to influence the business in being more customercentric.
• Monitorcompetitive activity with respect to product and services including relatedcustomer offerings, so as to respond when appropriate through product andservice changes.

Job Requirements        

• Relevant UniversityDegree
• An understandingof the Airline industry and knowledge of customer experience managementapproaches and methodologies.
• 7 years in a managerialrole in a Commercial/Operations environment, 3 of which must have been in aSenior Management role.  Experience in acustomer-centric environment, leading diverse teams in a fast-paced environment.

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Brief Description        

In the role of General Manager ofDigital, Brand, and Marketing, you will be a key driver in developing andexecuting our digital commerce and marketing strategy. This critical positionrequires a leader with a visionary mindset, adept at blending digital marketingexpertise with strong business acumen. Your focus will be on driving revenues,enhancing customer engagement, and upholding our brand integrity. Yourstrategic initiatives will be crucial in advancing our digital platforms,optimizing online customer experiences, and fostering a culture of innovation,all aligned with our corporate objectives.

Detailed Description        
Digital Retail

• Vision and Strategy Development: Craft and implement aforward-thinking strategy for digital commerce, aimed at achieving online salesand conversion goals.
• Digital Marketing Leadership: Spearhead digital marketingcampaigns to expand business reach, enhance customer engagement, and promoteour product range effectively.
• Platform Experience Management: Steer the evolution ofour digital platforms, ensuring a seamless, user-friendly experience thatresonates with our customers.
• Optimization of Online Acquisition: Implement robuststrategies for online customer acquisition and conversion rate optimization,driving the growth of our direct online business.
• Digital Payments Strategy: Oversee and refine the digitalpayments strategy, balancing the drive for digital commerce growth withefficient management of payment-related costs. 

Brand& Marketing

• Annual Marketing Plan: Overseethe execution of a dynamic annual marketing plan, aligning it closely with ourbusiness goals.
• Campaign Development andImplementation: Lead the creation and rollout of innovative marketingcampaigns, designed to elevate brand awareness, and stimulate revenue growth.
• Market Research and Analysis:Direct comprehensive market research activities, interpreting data to informstrategies and forecast market trends.
• Sales and Marketing Alignment:Collaborate extensively with the sales department to ensure a cohesive approachbetween sales and marketing activities.
• Brand Standards Compliance:Maintain the integrity and consistency of our brand across all marketing andcommunication channels.

 PeopleManagement

•  Build andmentor a high-calibre team of marketing and digital retail professionals,fostering an environment of excellence and growth.
•  Providecontinuous feedback and development opportunities, ensuring your teamconsistently delivers high-quality results.
• Innovation and ImprovementCulture: Cultivate a culture of innovation within the team, encouragingcreativity, knowledge sharing, and collaborative problem-solving.
• Ensureyour team has access to the necessary skills, resources, and support to excelin their roles.

Budgeting

• Budget Management: Create andoversee the marketing department's budget, ensuring effective allocation ofresources and adherence to financial constraints.
• Expenditure Monitoring:Regularly monitor and analyse departmental spending, addressing anydiscrepancies or potential risks.
• Budget Proposals: Prepare andjustify proposals for additional budgetary needs, aligning them with thecompany's financial policies and strategic objectives.

 Reporting

• Performance Reporting: Deliverinsightful and regular reports on the department's commercial and marketingperformance to senior management.
• Report Accuracy and Insight:Ensure all reporting is accurate, offering actionable insights and presented ina clear, concise manner.
• Process Evaluation andEnhancement: Continually assess and refine the effectiveness of reportingprocesses, implementing improvements as needed.

Job Requirements        

• A bachelor’s degree in commerce,Marketing, Business Administration, or a related field is required. A master’sdegree in a related field is highly desirable.
• Demonstrated ability to leadand manage high-performing teams, with a focus on fostering talent andencouraging professional growth.
• Exceptional analytical skills,coupled with the ability to solve complex problems and capitalize on revenuegrowth opportunities.
• Outstanding communication andinterpersonal skills, essential for building strong internal and externalrelationships.
• Experience in managing digitalmarketing, e-commerce, and revenue management functions is advantageous, as isfamiliarity with the aviation industry and its regulatory landscape.
• The capacity to thrive in adynamic, fast-paced work environment.
• Experience in managing digitalmarketing, e-commerce, and revenue management functions is advantageous, as isfamiliarity with the aviation industry and its regulatory landscape.
• Adaptability: The capacity tothrive in a dynamic, fast-paced work environment.
• Atleast 10 years of experience in marketing and commercial management.