Customer Experience Manager

Who we are

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve exclusively Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2000 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland.

With the Greek office being one of the largest, hosting around 530 employees working from the center of Athens for the rest of the world.

Join us and start as a Customer Experience Manager in the Customer Services team!

About the Role

In this pivotal role, you'll overview the entire digital customer journey within our Customer Experience department, focusing on enhancing our digital touchpoints and ensuring our service not only meets but exceeds customer and our many B2B-partners expectations. Together with the director of Customer Experience, you will steer and lead the development roadmap within our customer experience initiatives. To succeed in this role we believe you are analytical, results-oriented and have great problem solving skills.

Your primary mission is to evolve Etraveli Group's digital customer interactions, ensuring precise channel-specific KPIs are achieved. While leading your team of 2 direct reports and collaborating with adjacent teams — you'll drive the daily operations and foster digital innovation within our direct-to-consumer channels. Our teams are cross geographical and travel will be a part of this role. 

This role is a fantastic opportunity to work alongside our dedicated Customer Services and Sales teams, contributing directly to strategies that resonate with our global audience spreading over 70 markets. 

Since our teams are cross geographical travel will be required.

Responsibilities include:

• Spearhead the digital customer experience strategy, setting, and executing initiatives that enhance engagement and grow both our B2B and direct-to-consumer channel.
• Lead the team, fostering collaboration, efficiency, and innovation across all processes and projects.
• Regularly review performance metrics of your direct reports, adjusting strategies with your team to ensure optimal performance. 
• Leverage analytical tools and our inhouse teams of insights analysts to derive actionable insights from data, informing strategy adjustments and decision-making.
• Drive continuous improvement across processes, tools, and methodologies to hit e-commerce/self service KPIs and targets.
• Collaborate with both sales and customer service colleagues to further enhance our offering in self service and automation, crafting compelling customer offers.
• Understand and embody the Etraveli Group brand, championing our values through a commercial lens and a passion for revolutionizing digital customer experiences.

Requirements

• 3+ years experience in digital marketing and e-commerce
• Demonstrated leadership skills, with an emphasis on cross-functional collaboration, team development, and target delivery
• Very good knowledge of English 
• Experience in stakeholdership for development projects or product management.
• Familiar with agile product development
• Solid background in customer acquisition, engagement, and retention strategies
• Proficiency with Customer Relationship Management systems and data analytics tools
• Exceptional communication skills in English, and multilingual abilities are a strong plus
• Relevant academic background in e-commerce, marketing, business, or a related field

Benefits

We are looking for people who would make the world smaller for travelers but want a bigger world of opportunities for themselves. With us you can enjoy:

• Health Benefits - Through partners, we offer a private health insurance plan. We also offer the possibility to use 2 extra medical leave days in case of need.
• Monthly ticket restaurant card - to spend in one of the thousands affiliated restaurants, cafes, stores or supermarkets across Greece.
• Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibi