Touchpoint Manager and SN Ancillary Driver
About Brussels Airlines
Brussels Airlines, part of the Lufthansa Group, 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.
Purpose of the position
As Touchpoint Manager & SN Ancillary Driver 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.
Your tasks
- Identify key touchpoints across the end-to-end customer journey where ancillary services are offered and develop a strategy to ensure seamless customer experiences and optimal placement to meet commercial goals.
- Implement strategies to enhance the ancillary customer experience by addressing pain points, improving placement and promoting ancillary sales based on customer insights.
- Drive an omnichannel ancillary offer by ensuring a consistent, integrated, and personalized experience across all channels, aligned with commercial objectives.
- Collaborate with Marketing to develop concepts that encourage customer use of ancillary services and boost sales.
- Track ancillary performance across touchpoints using KPIs, leveraging data analysis to inform actions and improvements.
- Support Category Management in developing a holistic ancillary sales strategy and ensure knowledge transfer within cross-functional teams.
- Collaborate closely with departments such as Marketing, Digital Hangar, Sales, Customer Service and Stations to align ancillary service placement, promotion and prioritization with business objectives.
- Coordinate and implement actions across units like Stations, Service Centers, and Sales to promote ancillary services across various channels.
- Ensure regular knowledge sharing with customer-facing teams (e.g.: Service Centers, Stations) to equip them for effectively selling and promoting ancillary services.
- Ensure all ancillary services meet regulatory standards and are correctly and accurately displayed and offered, maintaining high quality.
- Identify and pursue new opportunities for innovative ancillary sales growth.
Your profile
- University degree in spaneting, communications, business administration or related field or comparable long-term work experience.
- Methodical and structured work.
- Knowledge in customer experience management, E-Commerce, retailing or related roles ideally in aviation and ancillary services desirable.
- Experience in managing cross-functional projects and driving results through collaboration.
- The ability to motivate, inspire and guide relevant stakeholders/team to collaborate toward a joint goal.
- 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 (e.g. Powerpoint, Excel & Teams) and familiarity with 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.
- Being elegible to live and work in Belgium.
What we offer
- A flexible reward plan that allows you to optimize part of your salary.
- A flexible work environment focused on activity-based working & home office possibility.
- Travel benefits.
- Company car (or car allowance or mobility budget).
- Profit sharing.
- Group insurance.
- Company medical plan (optional).
- Meal- & eco vouchers.
- Representation & homeworking allowance.
- A spot in a very enthusiastic team & a great company to work for!
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