Omni-channel – eCommerce

Power the customer journey, from start to finish

We’re undergoing one of the biggest transformations in our history – and the digitisation of our business is helping to drive that transformation. Join this team, and you’ll be right at the forefront of it.

In Omni-channel, we’re all about reinventing travel for the digital age across every customer touch point, from mobile to websites, stores to contact centres, and right through to our resorts and hotels. We’re looking at how we can use digital innovations to enhance our customer relationship management too. Put simply, if there’s a digital project that’s about creating a better customer experience, it’s going to come through us.

Taking responsibility for a particular area across all of our countries – content or e-Commerce, for example – you’ll collate all of the relevant requests that come in from the business so you can decide how best to respond. That’s going to involve assessing the business case, looking at the potential benefits, creating the best possible solution, planning the project and briefing the delivery team. With a wealth of resources at your fingertips and end-to-end responsibility for each project from development through to content, you’ll have a direct impact on our customers – and the wider organisation.

We’re a cross-border, virtual team that works collaboratively to deliver innovative, customer-driven solutions at pace. And this is a very exciting time to join us. Not only are we going to be pivotal in taking our online business from 35% to 50% by 2015, we’ll also be helping to align our systems and approaches across every country. If that sounds like your kind of challenge, we think you’ll fit right in.

About you

Essentially, you’re going to be the bridge between the customer-facing parts of our organisation and our IT delivery teams. That means we’re looking for excellent listening, analytical and communication skills – you’re someone who knows how to ask the right questions, and who’s always looking for ways to add value.

Because we’re a virtual team working across a number of different countries, any international experience you have will be a real asset here. You’ll need to be willing to undertake plenty of travel too.

Why join us?

“Our entire transformation is about putting customers at the heart of things, and in this team that ethos couldn’t be more important. We’re looking at how we can create a fantastic experience across the whole customer journey, from our stores to the hotels. And we’re doing that across borders, working as a virtual team to build the most innovative solutions. It’s an exciting, challenging and fun place to be.”

Margaretha Bremar, Group Head of Omni-channel & eCommerce IT & NE

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