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Last updated: 2018-09-12
Valid to: 2018-11-05
Job Role:
Office, Middle Managers
Not specified
Job description

The Digital CRM Manager reports to the Head of E-Commerce for Wizz Air and is overall responsible for all CRM activities across the Wizz Air network. The Digital CRM Manager will drive the CRM strategy within the e-commerce platform across all channels including wizzair.com, mobile, apps and social media. The Digital CRM Manager will liaise regularly with key stakeholders to drive the CRM strategy, and improve retention and loyalty.


  • Responsible for driving the CRM strategy, including retention, incremental sales and lifetime value

  • Push the CRM roadmap

  • Responsible for customer database and CRM development along with IT/BI department

  • Develop new internal initiatives that will help drive customer retention

  • Responsible for audience selections, post campaign analysis and insights and direct mail campaigns

  • Continuous improvement of the overall customer journey experience

  • Lead external agencies to create digital marketing assets for CRM activities such as newsletters, push messages, promotions and other activities

  • Manage assets and ensure relevant content on the Wizz Air platforms with daily responsibilities of translations, content creation and uploading content through CMS

  • Produce forecasts for campaigns, provide reporting, analysis and actionable next steps to improve these campaigns YoY

  • Manage the relationship and new business initiatives with customer service and commercial teams and 3rd party providers

  • Overall ownership of the associated budget

  • Work closely with team members within the digital and e-commerce team to develop the overall strategy and programs

  • Ability to influence the broader Wizz Air organization to develop the CRM programs and strategies

  • Allocating resources in an effective manner to ensure best ROI

  • College/university degree

  • Fluent English knowledge (both oral and written)

  • Strong data driven experience in a fast paced environment, confident with data mining and analysis

  • Proven skills in engaging customers in a service industry preferably through digital CRM tools

  • Ability to work with multiple stakeholders and functions throughout the business in a fast paced environment

  • Self-motivated multi-tasker able to handle multiple projects with minimal supervision and good time management

  • Customer orientated and an advocate in promoting best in class customer experience

  • Highly articulate and confident communicator with strong influencing skills

  • Strong commercial awareness

  • Willingness to travel accross Europe

  • Strong analytical and problem solving skills

  • Shows innovation, creativity and good lateral thinking

  • Ispires confidence and motivates others through example