Senior Manager Omni-channel Orchestration

About The Role

Riyadh Air (RX), headquartered in the Saudi Capital, is redefining the future of aviation by transforming Saudi Arabia into a global aviation and trade hub. As a digitally native airline, Riyadh Air is committed to connecting the Kingdom to over 100 destinations worldwide. In this dynamic and forward-thinking environment, we are seeking a visionary Senior Manager of Omni-channel Orchestration to lead our customer engagement and sales strategies across all touchpoints.

This pivotal role is designed for a commercially driven leader who is passionate about crafting seamless, personalised customer journeys that drive engagement, conversion, and sustainable commercial growth. You will be responsible for developing and executing omni-channel customer engagement and sales campaigns that enhance direct sales, optimise customer acquisition, and maximise revenue performance across digital and direct channels.

Your strategic leadership will be instrumental in designing and delivering tailored customer journeys that ensure every interaction—from initial acquisition to post-trip engagement—is cohesive, intuitive, and aligned with customer expectations. You will collaborate closely with cross-functional teams, including Sales, Marketing, Digital, Loyalty, Revenue Management, Product, Technology, Analytics, and Customer Support, to deliver integrated campaigns that harmonise commercial objectives with customer needs.

Key Responsibilities

• Campaign Strategy & Execution: Plan, execute, and optimise omni-channel campaigns by leveraging CRM systems, marketing automation tools, analytics, and customer insights to enhance segmentation, conversion rates, campaign performance, and return on investment.
• Customer Journey Optimisation: Continuously refine customer journeys using performance data and behavioural insights to identify growth opportunities, enhance engagement, and deliver measurable commercial outcomes.
• Cross-Functional Collaboration: Partner with Sales, Marketing, Digital, Loyalty, Revenue Management, Product, Technology, Analytics, and Customer Support teams to ensure seamless campaign execution and alignment with broader business objectives.
• Budget & Governance Oversight: Manage campaign governance, budget performance, agency relationships, and compliance requirements to ensure consistent and high-quality execution across all customer touchpoints.
• Performance Analysis & Reporting: Utilise data-driven insights to monitor campaign effectiveness, track key performance indicators, and provide actionable recommendations for continuous improvement.

About You

To excel in this role, you will possess a degree in a relevant field, with a master’s degree strongly preferred. You will bring a minimum of eight years of progressive experience in omni-channel marketing, CRM, customer engagement, digital sales, or commercial campaign management within customer-centric organisations. Your expertise should include a deep understanding of customer journey optimisation, campaign management, CRM systems, marketing automation, and analytics, with a proven track record of driving customer acquisition, conversion, and revenue growth.

Experience within the aviation, travel, hospitality, e-commerce, retail, or other digitally driven industries will be highly advantageous. As a strategic leader, you thrive in fast-paced environments, possess exceptional analytical and communication skills, and are committed to delivering innovative solutions that elevate the customer experience.

This is your opportunity to shape the future of air travel by joining Riyadh Air at the forefront of the aviation industry. We invite you to bring your expertise, passion, and vision to our team and play a pivotal role in redefining customer engagement for a digitally native airline.