Customer Experience Executive

2 weeks ago

Cheltenham, Australia APT Travel Group Full time

We’re a world leading tourism company, passionate about helping travellers explore cultures, experience places and connect with others, to live an enriched life. With nearly 100 years of experience and team members across the globe, we know travel and always strive to deliver trips and experiences of a lifetime.

APT Travel Group is undergoing a transformation from the inside out. It builds on our proud history and re-sets our business for a successful future. As we embark on this ambitious revolution, the Customer Experience Executive role is to analyze customer needs and current channel and travel industry best practises, to develop customer lifecycle strategies that improves the guest experience across the customer lifecycle to grow member lifetime value.

**ABOUT THE ROLE**
- In conjunction with the CRM Manager, support the execution of communications across all Direct Marketing Channels that will improve the member experience across the ‘Booking’ & ‘Trip Anticipation’ lifecycle stages
- Liaise with our Predeparture Services team to ensure existing customer Booking communications are up-to-date for all upcoming departures and identify opportunities for future improvements
- Document & establish processes for Booking communications & Trip Anticipation journeys
- Create an end-to-end customer touchpoint map of all communications in the Booking & Trip Anticipation stages
- Manage and deliver end-to-end execution of new SFMC journeys including leading the master briefing session with internal stakeholders, brief to agency and/or Creative Studio Team, campaign approvals, SFMC build, testing and deployment.

**ABOUT YOU**
- Tertiary qualification in a relevant discipline such as Marketing
- Customer obsessed and relentlessly seeks new ways to improve the customer experience, ideally experienced in the travel/leisure or retail industry
- An understanding of the travel sector, category needs and total business trade driving
- Knowledge of direct and digital marketing practices and their impact on customer behaviour and leading practice benchmarks
- Strong copywriting skills to create all content and work within brand and product guidelines
- Experience using Salesforce Marketing Cloud (preferred but not essential)

**WHAT WE OFFER**
- Experience our premium products with familiarisation trips
- Flexible workplace culture with hybrid working model
- Bonus week of leave if requirements met
- Chance to give back via our workplace giving initiatives through our One Tomorrow Foundation including volunteer leave
- Wellbeing program and learning & development opportunities
- Highly engaged team and great company culture
- Onsite parking, close to public transport, cafes, shops and Westfield Southland

**OUR VALUES**

Our values are at the heart of our organisation and the foundation of our culture. They are our compass, guiding our decisions and actions.
- ** Genuine service** - We genuinely care about the experience we create for our guests, trade partners and internal stakeholders
- ** Better together** - We are better when we connect and collaborate, valuing all opinions
- ** For tomorrow** - We pursue opportunities to grow, embracing change and learning from our mistakes. We choose the long-term view over short-term benefits
- ** Celebrate the moments** - We like to have fun at work and share a positive attitude. We celebrate our successes, no matter how big or small. A win for one of us is a win for all

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