E-Business Executive London, England
Job description
The E-Business Executive is responsible for optimizing the markets digital footprint by supporting the development and usage of the online booking portals of Air France, KLM, and Martinair (AF/KL/MP) and promote other online services/portals in line with the e-Policy of the AF/KL/MP Cargo Organization. Opportunities are identified across all destinations, products, and customers with the objective to optimize revenues on the local market. This is done in close co-operation with parties involved in the market and central organization.
He or she is responsible for the e-Strategy and develops the e-Plan for GBI in coordination with Head Office, covering e-Bookings and e-Freight. A clear overview of customer booking behavior, currently processed through the on-line booking portals, is crucial to determine best course of action to create a full digital journey for our customers, securing them on-line. Lead role for the market on the e-Freight project coordinating fully with the GBI Operations Manager ensuring successful and active implementation.
Data-driven performance management
- Collect, integrate and analyse all online usage data, on request and proactively, and present this in a clear, concise and comprehensible manner.
- Follow-up on findings to drive improvements and discuss actions with relevant departments (local & central)
- Monitor and analyse market performance of our digital channel and e-revenues.
- Analyse and steer towards an optimal customer online usage threshold to maximize revenue streams and online digital customer journey in alignment with central Digital team.
- Ensure industry performance analyses are being executed to anticipate on future demand.
- Develop presentations to present stakeholders with (real time) performance insights.
- Participate in the (central) development of data driven tooling and processes.
E- Booking Portal Management
- Implementation and checking of functional updates on all relevant systems.
- Manage and co-ordinate actions to ensure a good and timely communication both internally and externally on system updates and features with training and support as required.
- Maintain a regular and close contact with the Central e-support desk for on-going development plans.
- Solve Customer and Staff concerns relating to booking portals, both technical and non-technical.
- Regularly monitor system functionality to ensure correct routings. Settings and stability of system.
- Co-ordinate the reporting of issues and irregularities to Central Support teams.
- Follow-up incidents to ensure quick resolution and escalation when necessary
- Plan, manage and co-ordinate training and awareness sessions both internally and externally
- Promote benefits of tools to staff and customers
Mail and Phone system Management
- Support GBI CSO Supervisors and team leader in matters relating mail and e-phone management systems, e.g. statistics, call flows, etc)
- Regularly monitor system functionality to ensure correct routings. Settings and stability of system.
- Maintain a regular and close contact with UK IT team for functional updates and/or enhanced features.
Customer Management
- In line with the Commercial Organisation identify Customer behaviour in order to initiate and co-ordinate actions towards realisation of E-Business potential.
- Create and execute Customer specific plans in concert with the Commercial team, including booking targets and customer visits.
- Develop and optimise relationships with existing and potential customers
- Promote Benefits to Customer
Distribution channel development (Digital)
- Monitor and steer channel development in line with sales distribution channel strategy.
- Trigger and pilot digital developments, for direct and indirect channels together with local lead and customers.
- Funnel customer or market requirements and development wishes to the relevant product owners.
Brand, image and customer experience development
- Contribute to and/or initiate marketing campaigns in order to increase market penetration, customer interaction and satisfaction on digital front, i.e. myCargo in concert with Central Marketing teams
- Perform analyses to understand customer behaviour and translate into opportunities to improve our customer experience
- Previous experience of working in a commercial environment in digital channels, online marketing and/or revenue management
- Educational background in Maths, Science, or equivalent discipline
- IT literature /excellent knowledge and experience of E booking portals
- Reservation System Knowledge (e.g. AFLS, WebCargoNet, Cargo.One, CargoWise)
- Ability to link data to insights and opportunities
- Demonstrated ability to manage multiple priorities, targets, projects, and deadlines simultaneously.
- Experience of managing projects from start to end
- Data science and Programming experience desirable
