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Director, CRM & Guest Engagement


This is a Full-time position in Los Angeles, CA posted June 16, 2022.

ABOUT AEROAero is on a mission to redefine air travel-inspired by the golden age of aviation, designed for modern life. Direct, premium flights via private terminals offer guests the comfort of low-contact travel and the effortlessness of flying private, in our beautifully designed jets. From custom aircraft to our Hosts and our dedicated Concierge teams, everything we do is personalized, placing the guest at the heart of everything we do. We pride ourselves on being dedicated, compassionate hosts both with our guests and our teammates. At Aero, we are one team and we support each other, knowing together we are stronger as we build a business to reimagine the future of travel.ABOUT THIS ROLEWe’re looking for a passionate and driven Director, CRM & Guest Engagement to build the function globally at Aero. This role will help drive the high growth of this semi-private jet brand as we scale globally. The ideal candidate is a proven CRM expert, having led the development of industry-leading CRM programs at iconic lifestyle and luxury brands, focusing on driving brand love, repeat business, and retention. This person is results-driven and extremely proactive, thrives working with and leading cross-functional teams, takes the initiative, and actively finds solutions. The ideal candidate is a strategic thinker with extremely strong analytical skills, as well as a keen ability to innovate, test, and learn. This person is an empathetic, inspirational leader who can motivate teams and successfully influence and align across disciplines. The ideal candidate has experience working in extremely fast-paced and high-growth teams and has a deep understanding and passion for luxury, lifestyle, and travel brands. Most importantly, this person has an unwavering commitment to astonishing the customer, exceeding their expectations, and making them a brand evangelist for life. ResponsibilitiesDevelop a holistic, industry-leading CRM and Guest Engagement strategy for Aero globally.Work with CX, Digital, and Ops teams to identify business needs to develop and enhance CRM systems, tools, training, and measurement. Oversee data and reporting on guests (demographic, psychographic, and purchase behaviors), including cross-channel analytics. CUSTOMER ENGAGEMENT Develop strategy for and oversee implementation and iteration of a ‘single guest view’ to accurately capture interactions and leverage to allow teams and systems to proactively respond to guest preferences and needs across the Aero digital and physical experience. Work closely with CX and other disciplines to define and enhance guest interactions at key touchpoints across the digital and physical customer journey – e.g. pre-booking, pre-departure, future travel etc.Measure efficacy and launch tests to drive engagement and revenue growth among past guests.CRM COMMUNICATIONS & ENGAGEMENTLead the email and chat/messaging strategy for the brand. Collaborate across teams to develop engaging email creative and campaigns, dynamically targeted to each recipient.Drive all metrics of the email marketing engagement funnel (open, click-through, click-through to open, site engagement, and conversion rates) by leveraging segmentation, dynamic content, and other techniques.Use the existing CRM platform (Hubspot) to test and launch campaign enhancements, driving engagement & revenue across regions.Own the relationship with the global CRM platform provider and additional tools and systems to build an industry-leading approach to CRM.ANALYTICS & INSIGHTSFocusing on developing a deep understanding of the guest and their needs, working across functions. Work with Digital, Marketing, and Partnership teams to deliver multi-channel attribution analysis to identify the highest impact opportunities to acquire and convert guests.DATACollaborate with teams (especially Digital and Operations) to enhance the quality and quantity of guest data captured, and with CX and Marketing define how it is used to enhance the guest experience, drive engagement, conversion, and retention.In partnership with Digital, ensure all system integrations are in place to control the storage, transit and usage of guest data.Collaborate with other departments to ensure Aero remains rigorously compliant with all regulations.Define ways to enrich priority guest profiles with enhanced demographic, psychographic, or preference data, to fuel recognition, engagement, and retention efforts.A Bachelor’s degree (BA or BS).7+ years proven experience in brand-led, customer-focused organizations and must have relevant, deep CRM experience.Prior experience in developing, building, and running an industry-leading CRM program strongly preferred. Experience working in fast-paced teams and global organizations.Experience with a luxury and/or lifestyle brand and passion for travel preferred. Appreciation for the need for on-brand creative brand communications, as well a rigorous approach to project management.Exceptionally well-organized with strong project management skills.Excellent presentation and written communication skills.Additional language skills (especially French) are desirable.Strong commercial acumen and analytical skills.Strong analytical ability, detail-oriented, and proficiency with analytical tools.High EQ and levels of empathy, a natural team player and able to successfully work cross-functionally.Ability to foster relationships, collaborate across disciplines, and secure multi-stakeholder alignment and ‘buy-in’.Aero is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
Associated topics: call center manager, customer service manager, customer service team manager, director, gerente de servicio, guide, guidance, lead, operations manager, review