Product Manager - Journey Orchestration

Role Overview

The Product Manager will lead the development and delivery of Guest 360 capabilities, emphasizing journey orchestration, activating customer data, and enabling personalized omnichannel experiences. This position involves overseeing the complete product lifecycle, formulating strategy, planning roadmaps, and ensuring execution to facilitate real-time, data-driven interactions throughout all customer touchpoints.

Key Responsibilities

• Establish and own the strategy, roadmap, and priority setting for the Guest 360 product.
• Manage journey orchestration functionality across various platforms such as Adobe Journey Optimizer or similar tools.
• Create and refine omnichannel customer journeys involving segmentation, triggers, decisioning, and personalization elements.
• Convert customer data from diverse sources like CRM, booking systems, and loyalty programs into practical use cases and activation methods.
• Collaborate with cross-functional units including data, engineering, customer experience, and marketing teams to achieve seamless delivery and integration.
• Utilize data analytics and insights to foster informed decision-making aimed at enhancing customer engagement and conversion rates.
• Coordinate with other Product Managers to maintain synergy between Guest 360 and related platform initiatives.
• Identify and prioritize emerging use cases, additional capabilities, and opportunities for innovation.

Qualifications and Experience

• Minimum of 7 years' experience in Product Management with a focus on digital or data platforms.
• Demonstrated expertise with journey orchestration platforms like Adobe Journey Optimizer, Adobe Campaign, FirstHive, Braze, or equivalents.
• Comprehensive knowledge of Customer 360/CDP concepts, personalization strategies, and omnichannel engagement.
• Practical experience handling customer datasets including CRM, booking data, and loyalty information.
• Proven ability to manage product lifecycles, maintain roadmaps, and prioritize feature development effectively.
• Excellent communication skills complemented by strong stakeholder management and presentation abilities.
• Experience within the Adobe ecosystem (AEP, Adobe Analytics, AEM, Adobe CX) is advantageous.
• Familiarity with AI-driven applications such as large language models, natural language processing, and personalization engines is a plus.
• Background in the airline or travel industry is preferred.

About Etihad Airways

Etihad Airways represents more than just the national carrier of the UAE; it is an influencer in the future landscape of international aviation. Operating out of Abu Dhabi, it facilitates connections across continents and cultures, with ambitions under its 'Journey 2030' plan to grow its fleet, expand its network, and nurture its workforce to reach new heights in excellence. Become a part of this vision where your workplace is global and the experiences you craft are extraordinary.

Recruitment Fraud Warning

Applicants should be wary of fraudulent job solicitations from individuals or entities claiming association with Etihad. The company never asks for personal or banking details nor requires payment during any recruitment process. Official interviews take place either face-to-face or through video or telephone calls preceding any formal offer. Requests for money should be treated as a scam.