Digital Experience Manager Viladecans

hace 1 mes

Barcelona, España Fly Level Sl A tiempo completo

LEVEL is a long-haul airline based in Barcelona and part of the IAG group. The company is customer-centric and places a strong emphasis on values such as commitment, an open attitude, a constant drive for improvement, and making travel easy for their customers. With a focus on providing an exceptional customer experience, LEVEL is committed to delivering top-notch service and exceeding the expectations of their passengers.Job PurposeThe Digital Experience Manager is responsible for digitalizing and enhancing the Customer Experience by increasing the self-management & customization options for our customers and leading the Digital Cabin (Inflight Entertainment / Inflight Connectivity) projects.The main objective is to lead the Digital Transformation in the different touchpoints of our customer journey, working and collaborating with the different departments involved in the digital transformation such as Customer Experience, IT, Data, Commercial, and Operations.Main AccountabilitiesProject planning in the Customer AreaProcess mapping and continuous improvementDefine processes, implement fixes, and new developments in our service toolTracking and analysis of performance of Customer SystemsLead the strategy & developments for Salesforce CRMIncrease self-management on our website & mailsEnhance customer experience on our website & mailsDevelop our bot for customer service in digital & telephony channelsLead the omni-channel strategy in our customer journeyDefine the strategy & developments for our Inflight Entertainment to improve the customer experienceDefine the strategy & developments for our Inflight Connectivity to improve the customer experienceDefine the strategy & developments for our Inflight Retail Platform to increase our inflight revenues.Main RelationshipsThe main relationships will be with Customer Experience, IT, Data, Commercial, Operations, and the suppliers for CRM, Service Tool, E-commerce, IFE, IFC, and Retail.EducationMinimum required: Bachelor degree. Preferably a bachelor degree in engineering or business management.Post-graduate studies in Digital Experience, Artificial Intelligence, or PMP.ExperienceMinimum required experience of at least 3 years in areas of transformation and digitalization. Experience in the tourism, hospitality, and airline industry will be positively valued.CompetenciesKnowledge and experience working with Resiber, GoNow, and other DCS, would be nice to have.Knowledge and experience working with Amadeus, Skyspeed, or other reservation systems, would be an asset for the role.Knowledge about Contact Center technologyKnowledge about IFE/IFCUX & UIComfortable multitasking and working under pressureAnalysis and risk assessmentSolid problem-solving skills, translating pain points into data-driven decisions/recommendationsAbility to communicate complex ideas effectively, both verbally and in writingTeam player with solid interpersonal skillsProficient in MS Excel and PowerPoint and quick learner when it comes to data analysis and visualization tools such as PowerBIInterest in airline/travel industry.LanguagesEnglish: C1Spanish: C1LocationBarcelonaOur benefitsStaff travelEnjoy discounted flights not only with LEVEL but also with over 90 long-haul and short-haul airlines. Explore the world at more affordable prices.Flex BenefitsThere are flexible benefits available for services like meals, transport, childcare, training, and Health Insurance.Employee Cafeteria & CanteenStart your day right with a delicious breakfast, grab a quick snack during breaks, or choose from a variety of enticing menu options in our employee cafeteria and canteen at special pricesGym DiscountAs an employee, you will have access to a special discount on the gym membership. This will allow you to enjoy facilities, fitness classes, consult with a professional nutritionist, and much more
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