Associate Owned Communications Consultant

Department:

Our Company Promise

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Job Description:

This Associate Owned Communications Consultant role joins the Digital Merchandising Team, where you’ll help shape the future of travel at Southwest Airlines by crafting strategic customer communication plans across owned channels like email, push/SMS, app, and web. You’ll use customer insights to develop messaging that connects with travelers and supports key business goals, especially around our exciting new Getaways (Vacations) product. In this role, you’ll also support our Ad Co-Op & Retail Media Network, collaborating with external partners and vendors to amplify our travel offerings, including Car, Hotel, Cruises, and more. If you're a self-starter who thrives in fast-paced environments, loves digital strategy, and wants to make a meaningful impact in the travel space, this is your opportunity to help bring Southwest’s travel products to life in a bold, Customer-focused way.

Additional details

• The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX Headquarters facility during business hours.   

• U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics. 

Responsibilities

• Work with team strategy lead on each initiative to turn detailed business, customer and channel insights into innovative channel plans

• Leverage performance analysis, using Customer insights, to improve future communications plans

• Possess content strategy perspective throughout the campaign development process to have a relevant, differentiated and consistent voice in the market

• Develop and support execution of current channel tactics targeting new and existing Southwest customers

• Collaborate with cross-functional teammates to ensure channel plans align to timing of other priorities and can be delivered upon by execution teams

• Keep the customer first in mind when creating plans in order to deliver higher engagement and ultimately drive shopping behavior, despite the push for products

• Evaluate information gathered from multiple sources and uses to evolve communication plans

• May perform other job duties as directed by employee’s leaders

Knowledge, Skills and Abilities

• Knowledge of the Marketing funnel, channel planning and customer journey from inspiration to purchase

• Knowledge of consumer insights and usage to determine channel mix

• Skilled in building relationships in order to effectively collaborate and gain alignment on the customer communication strategy with key stakeholders

• Skilled in strategic thinking

• Ability to see the big picture

• Ability to handle high volumes of work with ability to prioritize effectively and hit promised timelines

• Ability to communicate effectively by listening intently, questioning appropriately, and articulating clearly in both written and verbal formats

• Ability to serve as a subject matter expert in all communication levers being utilized/available for generating demand and online engagement through non-paid traffic channels

• Ability to articulate and stand behind communication recommendations and provide a strong POV when communication suggestions are presented

Education

• Required: High School Diploma or GED

Experience

• Advanced level experience, seasoned and specialized knowledge in:

  • Marketing

  • Owned channels (such as email, web, push, SMS)

  • Communications Strategy

  • Consumer Behavior<