Consumer Journey Manager GTR

Role overview

Responsibilities

• Establish and evolve Consumer Journey Management within GTR, defining, testing, and embedding the operating model and ways of working.
• Build clear ownership, organizational alignment, and adoption, creating a scalable capability for future business needs.
• Define and lead consumer journey strategy across key GTR touchpoints before, during, and after travel.
• Translate consumer insights and data into journey priorities, action plans, and measurable objectives for Awareness, Acquisition, and Retention.
• Identify priority opportunities and align initiatives with business priorities and measurable consumer and commercial outcomes.
• Define journey KPIs, governance frameworks, and performance review routines.
• Monitor priority journeys, identify performance gaps and friction points, and drive continuous optimization.
• Coordinate with SI, Brand, Digital, Activation, and other stakeholders to deliver a seamless consumer experience.
• Integrate initiatives through shared ownership and clear priorities to maximize consistency and journey impact.

Requirements

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

Benefits and work arrangements

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

Selection process

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