Customer Journey Executive

4 weeks ago

Southampton, Southampton, United Kingdom Carnival Full time
About the Role

We are seeking a highly skilled Customer Journey Executive to join our Cunard team at Carnival UK. This is a unique opportunity to build a solid foundation in customer journey management, contributing to our strategic goals while honing your technical skills.

Key Responsibilities
  • Collaborate with the Customer Journeys team and the wider CRM team to design and execute comprehensive customer journeys, communication plans, and guest change notifications.
  • Analyse customer data to identify trends and opportunities for improvement, ensuring that our messaging is tailored and impactful.
  • Work closely with other departments to ensure a seamless customer experience, leveraging insights from various channels to drive continuous enhancements in our communication strategies.
  • Support the end-to-end implementation of our customer journeys from briefing, through design, data selections, and fulfilment to Cunard past passengers and enquirers.
  • Help develop, implement, and maintain insight-driven CRM customer journeys that engage, retain, and drive bookings, pre-cruise purchases, and onboard sales from past guests and new enquirers.
  • Co-ordinate the end-to-end management of all guest change notifications such as changes to our protocols, change to booking requirements, change of port, cancellations, and more.
  • Develop well-written, clear, and on-brand communications which may be required to pass through various points of approval depending on the sensitivity of the message (particularly for guest changes messages) to various levels of stakeholders, and see through multiple rounds of amends.
  • Be involved with the planning process for our communications plan ensuring our CRM strategy is met.
  • Co-ordinate the internal briefing of the customer journeys and ensure responses and journey performance are closely monitored.
About You
  • Excellent computer skills, especially in Microsoft Office packages and preferably in a campaign management system.
  • Knowledge of a campaign management system.
What We Offer
  • Employee Discounted Cruising plus Friends and Family offers.
  • Recognition scheme with prizes and awards.
  • Regular office events including live entertainment, lifestyle events, and charity partner fundraisers.
  • Extensive learning and development opportunities.
  • Employee-led networks.
  • Employee Assistance and Wellbeing programmes.
  • Company paid Health Cash Plan and health assessment.
  • In-house Occupational Health help and access to digital GP.
  • Life Assurance.
  • Parental and adoption leave.
  • Employee Shares Plan.
  • Electric Car and Cycle to Work schemes.
  • Discounted retail and leisure via discounts portal.
  • Minimum 25 days leave, bank holiday allowance, and holiday trading scheme.
  • Contributory Defined Contribution Pension scheme.
  • A friendly welcome with help settling in.

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