Touchpoint Manager & SN Ancillary Driver
Brussels Airlines
Brussels Airlines, part of the LHG, is the national airline of Belgium with its home base at Brussels Airport.
Our mission is to be the most reliable airline, making everyone feel at home.
We are passionate about what we do, whether it’s on board, in an office, in the hangar or at an airport. Our people are recognized for always going above and beyond and for constantly challenging themselves.
Facts
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Location
Brussels
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Employment level
Direct entry
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Function
Other
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Working time
Full time
Your core responsibilities will be managing and optimizing offering and promotion of various ancillary services along the entire customer journey at all touchpoints to enhance ancillary customer experience, increase revenue and add value to the main product and service.
- Identify key touchpoints where ancillary services are offered + develop strategy to ensure seamless customer experiences
- Addressing pain points, improving placement & promoting ancillary sales based on customer insights
- Ensuring a consistent, integrated & personalized experience across all channels
- Collaborate with Marketing to develop concepts that encourage customer use of ancillary services
- Track ancillary performance (KPIs, leveraging data analysis to inform actions and improvements)
- Support Category Management in developing a holistic ancillary sales strategy + ensure knowledge transfer
- Identify and pursue new opportunities for innovative ancillary sales growth
- Working in an international team, spread out over the 4 main hubs of LHG (functional Team in BRU = employees)
We are looking for somebody with a university degree in marketing, communications, business administration or related field or comparable long-term work experience and who is able to live and work in Belgium.
- Methodical + structured work
- Knowledge in customer experience management, E-Commerce, retailing/related roles ideally in aviation (ancillary services desirable)
- Experience in managing cross-functional projects
- Ability to thrive in a dynamic environment, adapt quickly to changes
- Proficient in using metrics to measure the performance of touchpoints and ability to translate insights into actionable strategies
- Very good knowledge of MS Office tools and digital platforms used for managing customer interactions, and digital communication is favorable.
- Very good communication skills spoken and written in English. German is an advantage.
- Enthusiasm for experimenting with new approaches to improve touchpoint management.
Brussels Airlines is the home carrier of Belgium and one of the four network airlines of the Lufthansa Group. It connects the European capital from Brussels Airport with over 85 destinations, 17 of which are in Sub Saharan Africa. The company employs 3,200 people and operates 40 aircraft.
http://www.brusselsairlines.com
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