easyJet
Senior Customer Journey & CRM Manager
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About easyJet
We are easyJet – a FTSE listed, £multi-billion low-cost airline that serves tens of millions of customers every single year. If you’re reading this, you have probably already been an easyJet customer, and you’ll know that there is no more iconic (or Orange!) travel brand in Europe.
We fly more than 1,207 routes, connecting 38 countries across Europe, and employ more than 18,000 colleagues. We’re on a mission to make low-cost travel easy – and whatever your role here, you’ll connect millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.
What makes us easyJet? Our Promise Behaviours - we are Safe, Bold, Welcoming and Challenging. Four Behaviours. One Spirit. One easyJet.
READ ON IF YOU
- Have significant experience in customer journey management and CRM within a complex customer-focused environment.
- Enjoy turning customer insight, data and business challenges into measurable improvements.
- Thrive in commercially driven roles where customer experience and revenue growth go hand in hand.
- Love working across multiple teams to deliver customer and business outcomes.
- Have experience with CRM technology, customer data platforms, digital analytics and customer engagement tools such as Braze.
- Are passionate about creating seamless, personalised customer journeys at scale.
THE TEAM
Our Customer Marketing team plays a critical role in shaping how customers experience easyJet throughout their journey with us. We bring together customer insight, CRM, digital channels, data, commercial expertise and creativity to deliver engaging experiences that help customers get the most from their travel.
As part of this team, you'll work with colleagues across product, trading, analytics, technology, operations and customer experience to continuously improve the way customers interact with easyJet before, during and after their trip.
THE ROLE
This is one of the most commercially significant roles within Customer Marketing, responsible for owning the Active Travel customer journey from post-booking through to travel completion.
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You'll be accountable for both customer experience and commercial performance, creating a connected and measurable journey that prepares customers for travel while driving digital adoption, ancillary revenue growth, conversion and revenue per passenger.
As the strategic owner of the Active Travel roadmap, you'll bring together teams across CRM, product, analytics, commercial, customer experience, creative and operations to design and deliver journey improvements that create value for both customers and the business.
Key responsibilities include:
- Owning the Active Travel journey roadmap and commercial performance against defined customer, commercial and operational objectives.
- Defining priorities and making trade-off decisions across customer experience, operational requirements and commercial outcomes.
- Leading a cross-functional journey team, setting clear objectives, priorities and measures of success.
- Designing integrated customer journeys across app, web, email, push, in-app messaging, SMS and operational touchpoints.
- Embedding upsell and cross-sell opportunities within the customer journey to maximise commercial performance.
- Owning the intake, assessment and prioritisation of new journey enhancements and opportunities.
- Developing measurement frameworks and monitoring performance against key KPIs including ancillary revenue, conversion, digital adoption and customer readiness.
- Driving delivery across martech, product, analytics, creative, data and operational teams.
- Establishing a test-and-learn culture that supports experimentation, personalisation and continuous optimisation.
- Partnering with other journey owners to ensure a consistent and connected end-to-end customer experience.
WHAT WE'RE LOOKING FOR
- Significant experience in customer journey management and CRM, ideally within travel, aviation, retail, ecommerce, financial services or another high-volume customer environment.
- Strong understanding of CRM channels, digital customer journeys, marketing technology and customer data.
- Experience working with platforms such as Braze, CDPs, app analytics, web analytics or similar customer engagement technologies.
- Proven ability to translate complex or ambiguous business challenges into customer-focused solutions and measurable outcomes.
- Strong commercial awareness with experience balancing customer value, business goals and operational requirements.
- Expertise in prioritisation, roadmap management and outcome-based planning.
- Strong understanding of measurement, experimentation, performance reporting and optimisation.
- Experience influencing senior stakeholders and driving decisions across cross-functional teams.
- Ability to manage complex dependencies and coordinate delivery across multiple workstreams.
- Excellent communication skills, with the ability to simplify complexity and create alignment.
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WHAT YOU’LL GET IN RETURN
- Up to 30% maximum bonus
- PMI
- 7% pension contributions
- Excellent staff travel benefits
- 25 days of annual leave + bank holidays
- Annual credit towards an easyJet holiday
- Various flexible benefits and extras
PRACTICALITIES
This is a full-time position. We support hybrid working and spend time together as a team in our Luton HQ offices.
REASONABLE ADJUSTMENTS
At easyJet, we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us at ma.recruitment@easyjet.com. We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.
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