Consumer Journey Manager GTR

Role overview

Consumer journey capability

• Lead the establishment and evolution of Consumer Journey Management within Global Travel Retail, including its operating model, ownership, alignment, and adoption.
• Build foundations for a scalable capability that can support future business needs and potentially grow into a dedicated function.

Strategy and performance

• Define and lead strategy across key journeys before, during, and after travel.
• Turn consumer insights and data into priorities, action plans, and measurable objectives for Awareness, Acquisition, and Retention.
• Define journey KPIs, governance, and performance review routines; monitor results and drive optimization of gaps and friction points.

Cross-functional coordination

• Coordinate with SI, Brand, Digital, Activation, and other stakeholders to deliver a seamless experience across key touchpoints.
• Integrate initiatives through shared ownership and clear priorities to improve consistency and overall journey impact.

Requirements

• A university degree is required.
• At least 7 years of professional experience is required.
• Experience in Consumer Journey, Customer Experience, or Consumer Engagement is required.
• Experience leading cross-functional initiatives and influencing stakeholders in a matrix organization is required.
• Experience using consumer insights, analytics, and performance data to drive decisions and prioritization is required.
• Experience building new capabilities, frameworks, or ways of working is required.
• Travel Retail and/or RRP experience is an advantage.
• Advanced written and spoken English is required.

What to expect

• The employer mentions well-being initiatives, flexible work arrangements, growth opportunities, and benefits including a family leave policy.

Selection process

• The stated selection process may include a phone screening, assessment tests, interviews, and an offer.