Engagement and Delivery Management (80-100%, m/f/diverse) in Zürich

Join our team and help us make SWISS, Lufthansa and Austrian Airlines the world’s most customer-centric airlines!

Growing digitalization and the changes it brings are opening up new opportunities for designing advanced analytics-based customer interactions that extend over multiple channels. The Personalization & Data-Driven Customer Journey unit is the competent partner within the Lufthansa Group for utilizing these digital opportunities to create a relevant and personalized holistic customer experience that is aligned to the customer’s preferences at all touchpoints throughout their journey.

We strive to sustainably strengthen our customers’ loyalty and satisfaction by ensuring the attractive and personalized design of all our customer interactions and the more efficient marketing of our access to the final consumer. Through effective data management and innovative analytical solutions, we gain decisive information that enables us to further enhance the relevance to the customer of our communications and our product offers. By taking advantage of these state-of-the-art technologies, we seek to optimize the customer’s travel experience and make our airlines – SWISS, Lufthansa and Austrian Airlines – the most customer-focused in the world.

Customer Journey & Delivery is responsible for the strategic further development of the data-driven customer journey, i.e. for devising and planning appropriate projects and actions for all touchpoints.

As part of their activities profile, the Engagement & Delivery Manager will prepare investment decisions, ensure knowledge accumulation and transfers, represent processes, devise, ensure, implement and audit processes and actions, draw up the relevant results documentation, formulate strategies, develop and implement strategic concepts, develop and conduct projects, draft new projects, monitor project success, prepare and conduct negotiations, devise, coordinate and monitor business plans, provide overarching coordination of projects up to their transfer to the line, develop short-term and long-term improvement processes and more.

The Engagement & Delivery Manager is disciplinary embedded in the SWISS Marketing Analytics and Steering team and responsible to cater to the local needs of SWISS.

Your duties

• Continuous market monitoring and regular intra- and inter-unit dialogue to develop a strategy to deliver a personalized and relevant customer experience
• Communicating customer insights and advising other specialist units on analytical methods for identifying innovative use cases and projects
• Serving as an interface between the product owners and the relevant SWISS specialist units
• Defining and assessing potential projects in collaboration with the specialist units
• Creating business cases (including profitability calculations) with Controlling, and accompanying the approval process
• Initiating, planning, steering and supervising the project activities needed to personalize the customer experience and/or enhance it in a data-driven way
• Ensuring project implementation within the agreed time, cost and quality parameters
• Providing technical leadership and instruction for project team members
• Planning, monitoring and reporting on project budgets
• Dependency management and multi-project management (accompanying multiple parallel projects)

• Master’s degree in industrial engineering, information systems, marketing (with IT), business administration or similar
• 2 - 5 years of professional experience (e.g. data analytics / project management / customer centricity)
• Knowledge of personalization, customer alignment, technology-based marketing and analytics
• An awareness and understanding of current legislation on the storage processing and analysis of personal data
• Entrepreneurial spirit and strategic awareness
• Analytical and conceptual thinking and strong numeracy
• Ability to work independent, flexible and collaborative with a strong customer focus
• Willingness to innovate and power of persuasion
• Negotiating skills
• Fluency in German and English is a must

Details 

Type of contract: Base Management

Employment level: 80-100%

Department: Customer Data Development  

Work place: Zurich, Kloten

Starting date: Upon agreement 

Application deadline: September 8, 2019