Nicole K.
Product Manager - Customer Communications @easyJet
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WORK HISTORY
Product Manager - Customer Communications @easyJet
London, GB
Product Manager for disruption communications transformation project, encompassing data, systems, people, process and communications channels >Accountable for the operational communications product strategy across the customer journey and touchpoints inclusive of outbound, digital, signage, on board, in the airport and colleagues>Develop and manage the communications product roadmap and backlog with focus on delivering ease and increasing customer satisfaction>Manage the operational communications team across both BAU and strategic transformation backlogs >Redesigning operational, service and disruption communications journeys with a focus on automation to drive operational efficiency and consistency *Reports to: Head of Customer Experience - Strategy, Communications and Insight*Key relationships: BAs, Tech teams, Operational and Product teams, Insight and Analytics, CX Product Owners, Data and Tech Product Managers, Communications agencies
EDUCATION
Monash University
Bachelor of Communications, Advertising / Journalism (Distinction)
Chisholm Institute
Advanced Diploma of Business & Marketing, Marketing
ABOUT NICOLE K.
Passionate Customer & CRM Specialist | Data-Driven Strategist | Communications LeaderI specialise in crafting innovative strategies that seamlessly integrate data insights with creative communications, delivering exceptional customer experiences and measurable business outcomes. Key Skills & CompetenciesData Strategy & Planning:*Developing and implementing comprehensive data strategies to drive CRM, customer experience (CX), and marketing initiatives.*Creating data-driven products that enable personalised and relevant customer engagement.Strategic Communications:*Crafting impactful communications that align with customer expectations and achieve business objectives.*Translating complex data insights into clear, actionable messaging for diverse audiences.CRM Strategy:*Designing and executing data-driven CRM strategies to boost customer engagement, retention, and revenue growth.*Utilising segmentation and personalisation to create meaningful customer journeys.Product Management:*Leading end-to-end product lifecycle management, from ideation to delivery.*Designing customer-centric product features that align with business goals and enhance user satisfaction.Customer Insight & Analytics:*Leveraging data analysis and research to extract actionable insights that inform strategic decisions.*Guiding the development of analytical data products to support communications and CX optimisation.Technology & Platforms:*Proficient in leveraging cutting-edge tools and platforms to streamline customer interactions and improve operational efficiency.*Skilled in integrating technology solutions to enhance CRM and marketing performance.
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