Manager, Group Strategy Customer and Brand

Overview

Looking for a challenge in one of the world s leading airline Groups and a dual FTSE 100 and IBEX 35 listed company?
The Group combines airlines in Ireland, the UK and Spain with key non-airline businesses, enabling them to enhance their presence in the aviation market.

Purpose of the role

Develop Group strategy and corporate development opportunities with a focus on managing IAG Brand portfolio and Customer strategy. Ensure that all IAG brands are strategically positioned across customer demand spaces and promote that customers are at the forefront of the company decisions. Identify industry trends in the Customer area, anticipate how IAG and its Operating Companies would benefit, influencing our value proposition and future strategy.

Accountabilities

• Work with the Head of Group Strategy to develop, implement and oversee the execution and performance of the OpCos on the following areas:
  • Brand portfolio
  • Customer strategy
• Some of the main responsibilities of the role includes:
  • Developing overarching brand positioning and customer strategies across the IAG portfolio
  • Partnering with OpCos to develop and support customer centric activities including the development of aligned customer metrics through a consolidated customer dashboard
  • Manage the NPS process across all the OpCos including the preparation of detailed recurrent reporting materials to enable comparability between OpCos
  • Track, analyse and develop a comprehensive IAG view of competitor/customer/brand dynamics (including relevance, perceptions, satisfaction and share of wallet) and evolving customer trends/patterns
  • Supporting the Group business planning process
  • Other ad hoc analyses and projects
• Structure, organize and lead the IAG Customer Board:
  • Drive the agenda for the Customer Board, support the preparation of the Board materials and lead some of its discussions and presentations
  • Promote sharing of best practices among OpCos and coordination regarding common areas/ projects
  • Identify areas of improvement and support OpCos in its implementation
  • Prepare briefings and formal documentation to inform Senior Stakeholders
• Manage and lead small project teams
• Deputise for the Head of Group Strategy when required
• Complete other tasks as required

Required Skills, qualifications & experience

• Degree or equivalent and/ or proven track record of relevant work experience
• Preferable experience in a reputable advisory firm OR at mid/senior level in an airline customer/strategy function
• Comprehensive understanding of brand/customer/marketing functions within airline context as well as commercial aviation economics
• Strong interpersonal and persuasion skills, with high levels of maturity
• Excellent English written and spoken
• Spanish language skills helpful
• Able to cope under pressure and tight deadlines
• Experience of presenting to executive leadership
• Ability to handle multiple workstreams and to prioritise appropriately and dynamically
• Excellent analytical and problem-solving abilities
• High level of integrity
• Willingness to travel
• Ability to work in a multi-functional team in cooperation with others