Senior Manager Omni-channel Orchestration

Position Overview

Riyadh Air is seeking a highly motivated and experienced Senior Manager of Omni-channel Orchestration to lead the development and execution of a seamless, integrated customer experience across all digital and physical touchpoints. In this pivotal role, you will oversee the strategic alignment of our omni-channel initiatives, ensuring consistency, personalization, and operational excellence to drive customer satisfaction and business growth. Reporting directly to the Chief Customer Officer, you will collaborate with cross-functional teams to unify our marketing, sales, service, and technology strategies, fostering a cohesive ecosystem that meets the evolving needs of our customers.

Key Responsibilities

• Strategic Leadership: Develop and implement a comprehensive omni-channel strategy that aligns with Riyadh Air’s long-term business objectives, focusing on customer-centric innovation and operational efficiency.
• Cross-Functional Collaboration: Partner with marketing, sales, IT, customer service, and other departments to ensure seamless integration of channels, including digital platforms, mobile applications, in-flight services, airport touchpoints, and customer support centers.
• Customer Journey Optimization: Analyze customer data and feedback to identify pain points and opportunities, designing personalized experiences that enhance engagement, loyalty, and retention across all channels.
• Technology Integration: Lead the evaluation, selection, and implementation of cutting-edge technologies, such as CRM systems, marketing automation tools, and data analytics platforms, to enable real-time decision-making and omnichannel execution.
• Performance Measurement: Establish KPIs and metrics to monitor the effectiveness of omni-channel initiatives, providing actionable insights to senior leadership and driving continuous improvement through data-driven strategies.
• Team Leadership: Mentor and guide a high-performing team of specialists in digital marketing, customer experience, and technology, fostering a culture of collaboration, innovation, and accountability.
• Change Management: Champion organizational change by advocating for omni-channel best practices, training employees, and ensuring adoption of new processes and technologies across the enterprise.

Qualifications and Experience

To excel in this role, you must possess a minimum of 10 years of progressive experience in omni-channel strategy, customer experience management, or a related field, with at least 5 years in a leadership capacity. A bachelor’s degree in Business Administration, Marketing, Computer Science, or a related discipline is required; an MBA or advanced degree is highly desirable. Proficiency in CRM systems (e.g., Salesforce, Adobe Experience Cloud), marketing automation tools, and data analytics platforms is essential. Strong analytical skills, coupled with a deep understanding of customer behavior and digital transformation trends, will enable you to drive impactful outcomes. Exceptional communication, stakeholder management, and project leadership abilities are critical for success in this dynamic environment.

Why Join Riyadh Air?

As a cornerstone of Saudi Arabia’s ambitious Vision 2030, Riyadh Air is redefining the future of aviation with a commitment to innovation, sustainability, and unparalleled customer service. This role offers a unique opportunity to shape the digital and operational landscape of a groundbreaking airline, contributing to its mission of connecting Riyadh to the world while delivering exceptional experiences. You will work alongside industry leaders, leverage cutting-edge technologies, and enjoy a competitive compensation package, including professional development opportunities and a collaborative, forward-thinking culture.