Reporting to the Director of Digital Product & Strategy, the Head of Digital Content & Communications will lead a large cross functional team, defining, delivering, and managing an integrated content and communications strategy, supporting all touchpoints across the customer lifecycle. This is a senior cross functional role, requiring an experienced, analytical, strategic, and creative leader to meet the ever-evolving needs of both the customer and business.

You will have direct responsibility for the airline’s cross channel digital communications, driving effectiveness across acquisition, conversion, service, support and disruption management, ensuring effective content delivery and communication throughout the customer journey. You will have a central role in growing our customer relationship management (CRM) capabilities, with direct ownership of the Salesforce Marketing Cloud platform. You will be a key contributor to our Customer 360 strategy, developing and executing strategic plans to enhance digital content creation, distribution, and communications

This role will operate on a hybrid model, with 3 days working in the office and two days from home. Please note that these roles do not qualify for sponsorship for non -EU citizens/work permit holders. You must have full working and VISA right in Ireland or the EU to be eligible to apply.

Your role:

• The strategic planning and execution of a digital content and communications strategy in conjunction with lead stakeholders, enabling customers and business stakeholders to achieve their goals, delivering on our brand promise.
• Develop and implement a digital content strategy that aligns with and supports the airline’s business roadmaps, delivering to key business objectives and KPI’s.
• Lead, manage, mentor and develop the content and communications teams, building a performance culture.
• Management of internal and external stakeholder relationships to ensure best in class quality, efficiency and engagement of content across customer acquisition, conversion and retention life cycles.
• Manage content & communications, including the creation, optimisation, delivery, evaluation and continuous audit of content across all digital channels, ensuring:

.Build an effective cross functional team, ensuring business resilience and effectiveness.

.Key content delivery to support all online SEO and digital acquisition.

.Best in class product and proposition throughout the customer journey.

.Findability, usability and transparency of product, operational, legal and marketing content, that educates, engages, inspires and supports customers.

.Alignment with key corporate goals and KPI’s.

.Effective communication of all disruption management activity.

• Content Management System (CMS) business ownership, ensuring cross platform content as a service (CaaS) principles:

. Decoupling content creation from content delivery.

. Content reuse and repurposing.

. Content scalability.

. Personalisation.

. Security and compliance.

• Technical and production management of the content delivery process
• Maintain a consistent and effective tone of voice across all digital content and communications, which is reflective of our brand promise
• Collaborate with other departments such as marketing, sales, customer service, and operations to ensure that the digital content strategy is aligned with the airline’s broader business strategy.
• Analyse and report on content and communication effectiveness, using data-driven insights to refine and optimise performance.
• Stay up to date with industry trends and best practices and share knowledge and insights with the team.

Key Experience/Qualifications :

• Bachelor’s or Master’s degree in Marketing, Digital, Communications, or a related field.
• At least 5 years of senior management experience in digital content and communications, in the airline industry a plus.
• Experience with digital analytics tools and the ability to use data to drive decision-making.
• Expert knowledge of Salesforce, and in particular the Marketing Cloud platform and its features and capabilities.
• In-depth knowledge of enterprise scale CMS/CaaS platforms and deployments.
• Extensive experience in customer journey optimisation, with an excellent understanding of digital strategy and UX.
• Extensive experience in effective cross channel communications
• Strong organisational, people management, analytical and effective decision making skills.
• Strong analytical skills, and the ability to use data to drive decision-making.
• Fluent in English, both written and spoken, with excellent communication skills.
• Eligible to live and work in the EU.
• Current unrestricted worldwide passport.