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Manager Product - Customer Data

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Date: 15-Mar-2019

Location: United Arab Emirates

Company: Etihad Airways

 

JOB PURPOSE

 

Etihad Aviation Group has commenced a digital transformation programme, designed to uplift the digital experience across the travel journey.  As a part of this programme, we have opportunities available within a new team in Digital & Innovation. This team will be responsible for accelerated delivery of the business customer data strategy – from strategy review, to delivery and ongoing improvements. They will ensure Etihad group business success and meet company objectives by managing the entire product life-cycle for the portfolio from the vision, strategy & roadmap to adoption and benefits tracking.

 

Product Lead – Customer Data is accountable for creation and delivery of the group-wide CRM strategy, customer data strategy, single-customer view and data privacy compliance in capture and utilization of customer data. The role will require thought leadership, excellent stakeholder management and strong strategy definition skills; along with airline and CRM expertise. Reporting into Director – Digital & Innovation, the role will ensure alignment of their roadmap with other streams in the digital programme to deliver a consistent portfolio strategy and maximize benefits.

The ideal candidate would function as the thought leader on customer data initiatives within Etihad Aviation Group, bridging between technology and business teams, across various stakeholder groups (up to VP and Chief levels) to deliver tangible business benefits through customer-centricity initiatives. The candidate must be able to bridge between strategy to detailed requirements, have excellent communication and facilitation skills along with the ability to constructively challenge both business and IT teams to ensure that the project outcomes are always delivered.

 

JOB ACCOUNTABILITIES

 

  • Develop EAG wide customer data vision and strategy; working with Technology Delivery Leads and Product Owners to translate this into an executional product roadmap
  • Be the voice of the sponsor and customer (internal/external) and communicate the impact of product changes to key stakeholders including at senior management level
  • Own the development budget assigned to the portfolio, allocate priorities and features according to business priorities and revenue targets from internal customers
  • Lead market research, domain research, data analysis and insights through own or consultant resources to drive the product roadmap.
  • Manage the translation of the product vision into product briefs, capturing business requirements, objectives, and alternative technology solutions
  • Pitch innovative solutions for deployment of Etihad’s digital (and product specific) vision and requirements, and champion the business on how to execute against this vision
  • Conceptualize complex technology solutions, intermediate between business and technology manage cross-functional teams of both internal and external delivery partners focused on solution design, development and implementation
  • Manage portfolio priorities, own business cases, propose trade-off to meet budget constraints
  • Define portfolio success criteria and KPIs including costs and revenues, track and propose course correction
  • Evaluate gaps in capabilities, data or partners required to deliver product strategies, and provide recommendations to deliver against them, including buy or built
  • Communicate priorities, roadmaps, portfolio deliverables and ensure all stakeholders (from the business and technology) understand, support and are aligned to the strategy and roadmap
  • Ensure the change management activities are effectively managed and ensure uptake of the product overall delivering the business objectives.
  • Coach and guide team of product owners, business analysts and data analysts contributing to the development of leadership and technical skills
  • Own risk management and mitigation for the customer data initiatives portfolio execution plan. Ensure thorough understanding of potential risks, assumptions and dependencies across the programme; and with other projects within the organization.
  • Manage budget planning, tracking and optimization for the customer data stream.

     

COMMUNICATION & WORKING RELATIONSHIPS

 

Internal

  • Heads, VPs and Chiefs for strategy approval and execution benefits and costs plan
  • Senior management in the development of product strategy and roadmap communicating relevant technical details in simple business terms
  • Director – Digital programme and other product managers to align on strategy, roadmaps and priorities
  • T&I Delivery lead for the execution of the features
  • Digital Programme team for collaboration, change management, reporting etc.
  • Enterprise Analytics team for analytics, reporting  

External                    

  • Consultant groups for strategy creation
  • Technology partners for execution and influencing their own product development strategy
  • External industry bodies and other airlines e.g. IATA for research

 

KEY DIMENSIONS & RELATED JOB RESULTS

 

  • Budget accountability: Yes (10 millions CAPEX or more)
  • Direct reports: Yes – Business Analysts, Product Owners, Data Analysts, Change Managers
  • Indirect reports:  Vendor resources – Business Analysts, Change Managers, Domain Experts, Designers  

 

OPERATING ENVIRONMENT

 

  • The role will operate within a pressured environment at times working with reduced lead times and working out of office hours. 

 

QUALIFICATIONS & EXPERIENCE

 

  • Educated to degree level
  • Minimum of 6 year’s experience in a customer data environment, managing CRM strategies
  • Experience in managing vendor relationships, adding technical and strategic value
  • Experience in leading market research and data analysis projects to drive actionable insights

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 to bring “Abu Dhabi to the World”. Over the years, we have grown into Etihad Aviation Group, a diversified global aviation and travel company, which is one of the world’s most acclaimed industry brands.

Our airline flies to over 90 destinations with a fleet of 110 Airbus and Boeing aircraft, serving 18.6 million passengers a year and carrying 580,000 tonnes of cargo in 2017. We are honoured to have received many awards for our service and products, cargo offering, loyalty programme, training and Maintenance, Repair and Overhaul (MRO) service, in recent years. The group is made up of seven business divisions – Operations, Commercial, Maintenance, Repair & Overhaul (MRO), Human Resources, Finance, Support Services and Transformation.

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