Role overview

This position leads the implementation and optimization of customer relationship management acquisition strategies for Etihad Airways, the UAE’s national airline. You will drive the conversion of prospects and new customers into engaged, contactable guests through strategic onboarding, activation, and first-purchase journeys, working in close partnership with the CRM Lifecycle Strategy Manager to scale acquisition programmes effectively across the organization.

Key responsibilities

Own the end-to-end implementation of CRM acquisition journeys covering lead generation, customer onboarding, activation, and first-conversion activities aligned with the defined lifecycle strategy.
Execute and optimize acquisition campaigns across owned CRM channels including email and push notifications, ensuring timely and high-quality delivery.
Manage daily acquisition operations including briefing, build, testing, deployment, and coordination with internal officers, contractors, creative agencies, and delivery partners.
Track and analyze acquisition performance metrics such as engagement and conversion rates, providing actionable insights to support continuous optimization and decision-making.
Oversee the Preference Centre and customer profile enrichment initiatives to enhance data capture for personalization, segmentation, and long-term customer value.
Apply data-driven insights including propensity scoring and testing learnings to refine targeting, messaging frequency, and content delivery across campaigns.
Collaborate across Marketing, Digital, Loyalty, E-commerce, and Technology teams to ensure coordinated acquisition delivery and support strategic testing initiatives.
Produce weekly acquisition reporting and performance analysis with clear visibility of funnel performance, conversion metrics, and early-value indicators.

Requirements

Bachelor’s degree in Marketing, Business, Communications, or a related discipline.
Minimum five years of professional experience in CRM marketing, digital marketing, or customer acquisition roles, preferably within airline, travel, or e-commerce sectors.
Demonstrated hands-on experience executing CRM acquisition and onboarding campaigns across email, push notifications, or comparable channels.
Strong expertise in CRM segmentation, personalization, and lifecycle marketing principles with proven ability to write and design compelling campaigns featuring strong copywriting and visual design sensibility.
Technical proficiency with CRM platforms such as Adobe Campaign Manager, Salesforce Marketing Cloud, Braze, or similar systems.
Proven track record monitoring and optimizing campaign performance using engagement and conversion metrics in high-volume environments managing multiple simultaneous initiatives.
Strong analytical capabilities to interpret performance data, identify trends, and translate insights into practical optimization actions alongside excellent organizational and stakeholder management skills.

What makes this role worth considering

You will work at the strategic heart of a major global airline’s customer acquisition operations, leveraging advanced AI-enabled capabilities and data-driven frameworks to drive measurable business impact. Based in Abu Dhabi, you’ll collaborate with diverse teams across the organization while contributing to Etihad Airways’ ambitious Journey 2030 growth strategy.

How to apply

Use the Apply button to view the official job posting and submit your application on Etihad Airways Careers: Latest Jobs and How to Apply's careers site.

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