Digital Manager - CRO & MarTech

Synopsis

As a Digital Manager (CRO & MarTech), you will play a key role in establishing a comprehensive maturity framework & roadmap to drive our customer-centric experiences on our Digital channels, through building synergies, identifying redundancies, and optimizing Digital funnels. This role looks to enhance the efficiency of our MarTech processes and solutions to enable Etihad to effectively curate, engage, and identify opportunities to contextualize the end-customer experience. This role will collaborate with our wider Digital teams to develop strategies that leverage tools and platforms that increase engagement, conversion rates, and overall eCommerce performance.

Accountabilities

• Develop and own the CRO & MarTech Roadmap, clearly outlining deliverables for personalization and segmentation across the customer lifecycle.
• Build and lead the team by continually streamlining processes and tools through a wide spectrum of automations applied to improve conversion rates.
• Collaborate extensively with wider Digital, eCommerce, and Marketing teams to develop strategies to translate findings & data insights into actionable and measurable recommendations for improving the performance of our digital strategies and growing our digital presence.
• Manage all aspects of our experimentation program and roadmap that will propel the business goals forward.
• Drive, lead, and implement data-based recommendations to optimize customer experience through funnel analysis, identifying points of friction and areas for improvement.
• Manage relationships with external vendors and agencies to ensure efficient use of tools.

Education & Experience

• 5+ years experience working in Digital / MarTech product management or similar eCommerce roles centered on insight-driven Optimization.
• Solid understanding of CRO techniques and methodologies, including A/B testing, multivariate testing, and funnel analysis with proven experience in conversion rate optimization, preferably in an eCommerce environment.
• Strong analytical proficiency required with a working knowledge of HTML/CSS and JavaScript.
• Advanced knowledge of tools and platforms such as Google Analytics 4, Google Tag Manager, Adobe Test & Target, and Adobe Analytics, as well as other industry-leading tools.
• Demonstrated ability to manage multiple priorities under aggressive deadlines.
• Working knowledge in airline, customer experience, and usability is desirable.
• Technical and business operations knowledge with proven ability to analyze quantitative data to drive solutions and translate insights into concrete actions.
• Recognized as an active team player, with excellent communication and coordination skills as this role requires working with multiple teams across the organization.
• Working knowledge of associated GDPR and legal compliances governing this role is preferred.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia, and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme, and more. Etihad is recognized as one of the world's leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.

Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.

To learn more, visit etihad.com.