Senior Customer Communication Manager

Senior Customer Communication Manager

As our Senior Customer Communication Manager, you'll own and drive the end-to-end customer communication journey for all flight-only customers across TUI Airline, ensuring every touchpoint is consistent, effective and delivers measurable customer and commercial value from booking through to post-travel. 

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

• You'll own and manage the end-to-end customer communication landscape for flight-only customers, ensuring all messaging across booking, pre-travel, disruption, inflight and post-travel phases aligns with customer experience and commercial objectives.
• You'll implement personalized and automated communication, leveraging CRM systems, segmentation and AI-based capabilities to enhance relevance, scalability and commercial impact through dynamic content and predictive messaging.
• You'll own and drive communication performance by defining relevant KPIs and measurement frameworks that link satisfaction, open rates, conversion and customer outcomes while identifying underperforming areas to guide improvements.
• You'll develop customer communication frameworks aligned with TUI tone of voice and regulatory guidelines, ensuring clarity, compliance and emotional resonance while embedding accessibility and inclusive design across all channels.
• You'll build a governance model with operational teams managing real-time communications, ensuring escalation rules, tone and channel usage are customer-focused and consistent during disruptions and irregular operations.
• You'll partner closely with IT and digital teams to define and optimize the communication system landscape, owning end-to-end processes, triggers and workflows that ensure customers receive the right message at the right time.

ABOUT YOU

• You have extensive experience in customer communication, content strategy or customer lifecycle marketing with commercial awareness to drive engagement and conversion.
• You bring demonstrated capability to manage tone, brand and compliance in regulated environments with experience in customer journey mapping and communication design.
• You're confident in data analysis, A/B testing and communication performance reporting with the ability to translate insights into actionable improvements.
• You possess effective collaboration and stakeholder engagement skills, able to work successfully across digital, operations and market teams in complex environments.
• You have clear understanding of accessibility and inclusion in communication with effective written and verbal communication skills and creative flair.
• You bring experience managing communication frameworks in multi-market or international environments, able to champion customer-centric communication and support cultural change.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.

SECURITY STATEMENT

At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline. Rest assured; we’ll guide you on the necessary information you need to provide at each stage. 

Please note that if you are applying for a role in the UK, you must ensure you can provide a full 5 years referencing, plus a criminal record check for all countries you’ve resided in for more than 6 months in the past 5 years (some costs may apply).