Global Customer Engagement Manager

4 weeks ago

Longford, Telford and Wrekin, United Kingdom British Airways Full time

As a prominent airline, we take immense pride in linking Britain with the world and vice versa.

This has been our mission for over a century, dating back to our initiation of the first international scheduled air service between London and Paris.

This spirit of innovation has been ingrained in our identity since inception. It reflects our connection with the passengers we serve, our partners, and our team members.

Whether you are a supportive voice on the phone, a welcoming presence at the door, or ensuring operational excellence, a career with us is what you make of it.

We believe that remarkable achievements stem from being motivated to think expansively and bringing your aspirations to the workplace every day, which is why, at our company, the sky is never the limit.

The Role:

We are excited to announce an opportunity to join our team as a Senior Global Engagement Manager on a fixed-term contract.

In our Customer Care division, you will take charge of the colleague engagement strategy, crafting and executing a plan aimed at fostering sustainable enhancements in colleague engagement across the Customer Care team.

Key Responsibilities:

Oversee the colleague engagement strategy for the Global Customer Care team. Create and implement a comprehensive communications plan for Customer Care that brings the corporate narrative to life, helping colleagues grasp the business strategy, priorities, values, and their contributions to the organization's success. Spearhead the research, development, and execution of the Customer Care Engagement Plan, collaborating with management teams to roll out initiatives that bolster engagement. Coordinate all colleague wellbeing initiatives within Customer Care, partnering with employee groups and the People team to enhance colleague wellbeing. Design and deliver our corporate internal narrative and key messaging, alongside innovative communications across various channels.

Qualifications:

Strong communication skills with the ability to engage and influence at all organizational levels, substantiating challenges with solid evidence and data. A commitment to continuous improvement, fostering excellence and creativity within the team. A solid understanding of communication and engagement practices, with the capability to bring business priorities to life. Proficient in utilizing data and analytics to provide insights and inform crucial decision-making.

Experience Required:

Proven experience in internal communications and engagement is essential. Comprehensive understanding of colleague engagement drivers and a history of facilitating colleague engagement during significant transformations. Extensive experience in designing and executing impactful colleague communication initiatives. Experience working in a complex, unionized environment is essential.

What We Offer:

We believe that every individual who works with us should feel appreciated for their contributions. This is one of the reasons our rewards extend beyond a competitive salary.

From your first day, you will gain access to exceptional staff travel benefits, including unlimited basic and premium standby tickets on our flights. Additionally, you will receive discounted airfares for yourself, friends, and family.

At our company, you will have the opportunity to embrace new challenges and progress in a manner that aligns with your aspirations. We encourage all employees to explore opportunities across our organization to support your development and advancement.

We are committed to continuous improvement, and we expect the same from our team members.

Inclusion & Diversity:

We all play a role in fostering an inclusive workplace. Diverse representation among our workforce is crucial, and we recognize that every colleague is uniquely different, bringing their originality, creativity, and identity to work.

Inclusion and diversity drive innovation, and we are dedicated to cultivating a culture where everyone feels empowered to be themselves. We welcome individuals from all backgrounds and cultures to join us on our journey to enhance our organization as we continue to connect Britain with the world and the world with Britain.

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