Norwegian is hiring: Engagement Programs Director

Norwegian has never been in a better position. With a centralized organization and the supply of new capital, we are leaving challenging times behind and going forward as a renewed, streamlined and focused airline company with high ambitions and goals.

One of the most important marketing tools Norwegian possesses and operates is our automated and trigger based Engagement Programs. We deliver tailored, automated communication to our customers optimising relevancy and personalization throughout the customer journey. We have come far, but are now set to take our engagement programs even further, which is why we are looking for a new director to take charge.

We are looking for an experienced professional who always seeks to push boundaries and set the bar high, eyeing new possibilities and ways to always deliver the best loyalty based customer experience.

As Director of Norwegian’s Engagement Programs you will own and develop all automated customer engagement programs across channels and business areas. You will be responsible for the strategic planning, development and running of all automated customer engagement concepts and programs, as well as orchestration of all data-driven and personalized automated programs and triggers across all of Norwegian’s channels.

You will be handling all day-to-day activities, development of all new programs including planning, briefing, development of logic/targeting, timing, content and setup. Further this role is responsible for continuously optimizing all trigger-based marketing activities through testing and iteration. With your knowledge and experience you will identify and implement best practice across all channels and programs, and deliver benchmark business cases to ensure optimization of team resources.

Further you will be responsible for:

• Optimize automated programs to reach sales targets, increase customer satisfaction and reduce customer care costs
• Identify, develop, test and implement personalised business cases within trigger-based communication
• Drive usage and roadmap for activation software based on Customer Engagement KPIs and MarTech roadmap
• Manage the development towards a channel-agnostic approach to customer engagement

Important External Contacts:

• Management of key relationships with commercial teams and business areas
• Resources in data analytics, customer data, MarTech and decisioning
• BMC team for content, creative development and production
• External CRM partners
• Product team for overarching customer journey
• Digital development team for UX and platform development

We are looking for a professional with significant experience from a customer engagement marketing role, with a deep understanding of 1:1 marketing communications and automation. You are commercially oriented, proactive in the use of data for improving results and customer engagement. You have thorough expertise across direct 1:1 marketing channels, good leadership skills, with specific focus on improving processes and ensuring cross functional collaborations. You have a strategic mindset with a natural data-driven approach to marketing, and you are organized, methodical and structured. Extensive international experience is expected for you to be able to fill this role.

To succeed at Norwegain you must be result driven and solution orientated with a strong work ethic and desire to achieve excellence. Skills in project planning and project management are important.

A University degree, MBA or other higher education is expected, and you must show excellent command of English both written and orally.