Manager Omni-channel orchestration

Riyadh Air, Saudi Arabia’s new national airline is looking for global talent to build on our ambition to be the World’s most inspiring airline with an exceptional guest experience. 



Responsible for developing and executing strategies to seamlessly integrate and optimize customer engagements across various channels. Analyze the customer interactions at various digital touchpoints, understand and evaluate the customer perspective, collaborate with cross-functional teams to identify opportunities for improvement and enhance the overall customer engagement from acquisition to conversion and post trip.





·       Omni-channel orchestration - Develop and implement a comprehensive omni-channel strategy aligned with business objectives.

·       Customer Journey Mapping - contribute with other departments to create and maintain comprehensive customer journey maps that illustrate the end-to-end customer experience. Identify pain points, gaps, and opportunities for improvement.

·       Data Analysis - collect and analyze customer data from various sources to gain insights into customer behavior and preferences. Use data-driven insights to inform decision-making.

·       Segmentation - segment the customer base based on behavior, demographics, and other relevant criteria. Customize customer journeys to cater to the unique needs and preferences of each segment.

·       Cross-Functional Collaboration - work closely with departments such as marketing, sales, product development, and customer support to ensure a unified and consistent customer experience across all touchpoints.

·       Optimization - continuously monitor and evaluate the effectiveness of customer journey initiatives. Identify areas for improvement and develop strategies to enhance the overall customer engagement.

·       Technology Utilization - leverage customer journey management tools, CRM systems, and marketing automation platforms to streamline and personalize customer interactions.

·       Customer Feedback Analysis - analyze customer feedback to identify pain points and opportunities for improvement. Use this feedback to drive changes in processes and systems.

·       Performance Metrics - establish key performance indicators (KPIs) to measure the success of customer journey initiatives. Regularly report on progress to senior management.

·       Compliance and Data Privacy - ensure that all customer journey activities comply with relevant data protection and privacy regulations, such as GDPR or CCPA.




·       The minimum required experience for this role is 8 years and above

·       Proven experience in customer engagement management, customer journey mapping, or a related role.

·       Previous experience in collecting, analyzing, and interpreting customer data to drive decision-making.

·       Experience with customer segmentation and personalization strategies.

·       Track record of successfully collaborating with cross-functional teams to implement customer engagement improvements.

·       Familiarity with using technology and automation to amp and enhance the customer journey.

·       Experience in developing and implementing training programs for customer-facing teams.

·       Knowledge of performance measurement and KPI tracking related to customer journey initiatives.

·       Demonstrated ability to use customer feedback to drive meaningful changes in processes and systems.

·       Experience in handling customer escalations and resolving complex customer issues.



·       Bachelor's degree in business, marketing, or a related field.

·       A master’s degree in a relevant discipline is preferred but not mandatory.

·       The Manager Omni-channel orchestration role requires a combination of qualifications, experience, and academic background to effectively enhance the overall customer engagement and contribute to the company's success.



·       Strong analytical skills with the ability to interpret data and draw actionable insights.

·       Excellent project management and organizational skills.

·       Exceptional communication and collaboration skills.

·       Proficiency in utilizing omni-channel technology and analytics tools.

·       Knowledge of industry best practices and emerging trends in customer experience management is preferable.

·       A customer-centric mindset and a deep understanding of customer behavior and preferences.

·       Strong problem-solving abilities to identify and address pain points in the customer journey.

·       Familiarity with data privacy regulations (e.g., GDPR, CCPA) and the ability to ensure compliance.

·       Creative thinking and the ability to innovate and optimize customer experiences.

·       Strong leadership and influencing skills to work effectively with cross-functional teams.




·       Fluent English is required




Drives Results – consistently achieving results, even under tough circumstances.

·       Demonstrates a strong drive to achieve meaningful results.

·       Drives tasks to successful completion and closure.

·       Shows determination in the face of obstacles and setbacks.

·       Sets high standards for own performance.



Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

·       Clear, concise, and professional in communication.

·       Listens with interest to what others have to say.

·       Shares information and updates with others as needed.

·       Is clear and thorough in reports, documentation, and other written information.


Teamwork and Collaboration – Building partnerships and working collaboratively with others to meet shared objectives.

·       Shares information with others so there are no surprises.

·       Involves others as appropriate to accomplish individual and group goals.

·       Encourages unity rather than “us vs. them” thinking.

·       Welcomes and acknowledges the ideas and input of others.


Strategic Mindset – Seeing ahead to future possibilities and translating them into breakthrough strategies.

·       Considers organizational needs and considers policies when making decisions.

·       Identifies which efforts will have the greatest strategic impact on the organization.

·       Balances strategic concerns with day-to-day activities.

·       Considers future possibilities and scenarios that may affect the team/organization.


Cultivates Innovation – Creating new and better ways for the organization to be successful.

·       Suggests creative ideas and innovative solutions.

·       Explores multiple alternatives and approaches to overcome obstacles and find solutions.

·       Applies expertise in ways that are unique or innovative.

Is open to and builds upon new ideas and solutions offered by others.

This opportunity is closed to applications.