Kenya Airways Manager Omni-Channel Experience - Digital Commerce and Customer Experience Jobs in Kenya

Kenya Airways Manager Omni-Channel Experience - Digital Commerce and Customer Experience Jobs in Kenya


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

  • If interested, kindly submit your application online.

  • Only shortlisted candidates will be considered.

    How to Apply

  • For more information and job application details, see; Kenya Airways Manager Omni-Channel Experience - Digital Commerce and Customer Experience Jobs in Kenya


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