Porter Airlines has revolutionized short-haul flying with a warm and effortless approach to hospitality, restoring glamour and refinement to air travel. Porter is an Official 4 Star Airline® in the World Airline Star Rating®.
The airline currently offers flights to Toronto, Ottawa, Montreal, Quebec City, Fredericton, Saint John, Moncton, Halifax, St. John’s, Stephenville, N.L, Thunder Bay, Sault Ste. Marie, Sudbury, Timmins, Windsor, New York (Newark), Chicago (Midway), Boston and Washington (Dulles), and has seasonal flights to Mt. Tremblant, Que., Muskoka, Ont., and Myrtle Beach, S.C.
Job Details
FUNCTION: Reporting to the Director, Marketing, this role is a mix of technical expertise and business savvy. The CRM and Email Marketing Lead will deliver a global customer CRM lifecycle plan to maximize the customer experience and drive incremental revenue at the customer level across multiple channels including email, SMS, mobile push and website messaging. This role will oversee all stages of the lifecycle, including ideation, design, build, launch and growth. This role will be the Marketing team lead of the technical implementation and troubleshooting of data-driven marketing efforts, working closely with the Data and Technology teams. This role will optimize through automation and personalization, in an environment that utilizes technology and data to target and deliver relevant digital messaging at all points across the customer lifecycle. The role will leverage first party data from a range of data warehouse tables for automated / triggered, algorithm-based messaging designed to enhance the customer's booking experience, strengthen loyalty, and drive incremental revenue.
DUTIES AND RESPONSIBILITIES:
Strategy:
Manage Porter's CRM lifecycle, developing a comprehensive and robust customer lifecycle plan to deliver a 1-1 experience to our customers
Determine key areas of strategic improvement for Porter's email and cross-channel marketing strategy and capabilities, leveraging data-driven automation and personalization
Collaborate with Marketing, Loyalty, Data and Revenue Management teams to identify segments and design customer journeys and ensure alignment on business needs and requirements
Aquire new members for the loyalty program by leveraging customer and booking data
Increase member's lifetime value by deploying automated campaigns that guide them through the loyalty program and offer tailored promotions
Develop subscription and site visitor login strategies to grow our database and enhance our ability to communicate the most relevant offers to our customers
Work with the Data Warehouse and Technology teams to identify opportunities for technology/data improvements for CRM campaigns
Work with Analytics, Revenue Management and the Data Warehouse teams to enhance targeting criteria and create predictive models machine learning algorithms
Collaborate with the Marketing and Creative teams to implement A:B / multivariate testing methodologies to improve engagement and conversion rates
Technical:
Perform day-to-day email marketing activities including, but not limited to, email campaign build, set-up, scheduling, testing and deployment of one-time, recurring, triggered and dynamic content-driven campaigns
Define the customer data points needed for campaign automation and set up the import process (to Oracle Responsys) in collaboration with the Technology and Data Warehouse teams
Manage the design and implementation of complex automated / triggered campaigns, including end-to-end journey building, audience targeting and personalization to ensure the content is targeted, timely and relevant
Utilize SQL to extract customer segments and audience insights from database
Develop and enhance automated multi-channel campaign standards and processes for all the parts of our email strategy and optimization methodology
Serve as internal expert relative to compliance and best practices, list clean-up and maintaining a clean database, prospect and subscriber segmentation, improving email deliverability, data integrity, etc.
Monitor analyze and report on email and cross-channel performance across campaigns, translating complex data and test results into actionable insights for campaign optimization
Proactively stay current with the latest CRM, Lifecycle Marketing and Marketing Automation trends, to provide innovative recommendations
Leverage insights and best practices to continually improve decision-making, processes and campaign development activities and data reporting accuracy
Implement Tableau dashboards and automated reports with support from the Business Intelligence team to track performance of campaigns and KPIs
Comply fully with all privacy, confidentiality, marketing permissions, data security and other requirements related to the handling, access and storage of customer data
Actively participate in Porter's Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company safety policy
QUALIFICATIONS:
3-5 years of experience with Database Marketing / CRM Campaign Management
A bachelor’s degree in business, computer science or similar preferred
Advanced experience with customer segmentation, targeting and hyper-personalization data
Advanced experience creating and implementing cross-platform (email/SMS/website) campaigns using Oracle Responsys, including complex, dynamic personalization messaging, automation and triggers
Advanced Excel and data manipulation skills required. Tableau experience preferred
Advanced ability to use data insights to tell a comprehensive story for executive-level presentations
Basic to Intermediate understanding of digital advertising trends and technologies in acquisition channels (SEM, display, SEO) for collaboration
Basic to intermediate knowledge of HTML, CSS for email template coding
Intermediate SQL query building skills to leverage database insights
Organized with very strong attention to detail
Proven ability to multi-task, prioritize, and meet deadlines
Strong written and verbal communication skills
BEHAVIOURAL COMPETENCIES:
Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
Teamwork: Working collaboratively with others to achieve organizational goals.
Strategic planning: Time management and organizational skills with a focus on quality, detail and brand consistency; superior proofreading skills.
Top quality analytical skills: Gathering and analyzing data and understand the customer base and coming up with suggestions for improving the existing strategy.
Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
Results Focus: Focusing efforts on achieving high-quality results consistent with the organization’s standards.
Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
LOCATION:
Billy Bishop Toronto City Airport - YTZ
December 22, 2020
52-85-58
Instructions
We are sorry, but this opportunity is no longer available.