© Air France
© Air France
Increasingly connected passengers and the growth in digital habits have helped Air France’s e-commerce business generate several billion euros in revenues. That’s why we’re committed to our digital transformation every day to remain a leader and innovative in the field.
Our digital challenges are an everyday affair: gaining a better understanding of our customers by leveraging big data, devising the best product and service offerings via mobile applications and websites, and responding to customers in real time via social media.
Air France is recruiting a variety of experts in the digital universe to offer the best customer experience to passengers the world over.
Information systems are central to our business processes. The IT and Digital products and services we develop are at the service of our colleagues, helping them to drive, optimise and execute our strategy.
They also enable us to provide an optimal experience to our internal and external customers alike in their interactions with the company and the business.
As part of the Air Operations Division, the Product Owner coordinates IS implementation led by the Business Owners consistent with
the flight plan of the division and the business-line transformation plan.
The context of the company and the division have created a vacancy as part of a particularly challenging context in the coming years (projects & ambitions).
Air France-KLM Digital is a flagship division of the Air France KLM Group within Commercial Passage, benefiting from significant investments and resources and with high strategic stakes.
The Digital Performance unit, part of the Central Digital Department, is responsible for steering the operational and commercial performance of our sites and apps. Performance Insights & Analytics analysts are responsible for the entire process of defining KPIs. They organise the collection of this information (tagging) and visualise and analyse the data to draw up development priorities for the teams that operate and develop our sites and apps.
In a dynamic environment, as part of an integrated Air France-KLM team and attached to the Digital Performance Department, the primary mission of the e-Sales Manager is to develop our direct sales through digital channels.
As such, they are the main point of entry for all the markets in their portfolio and work closely with the marketing and product teams.
As part of a policy of innovation, you will build the future of Digital Customer Relations. To that end, you will benchmark the digital transformation of commercial companies and guide the company's strategic choices in this area.
You detect new features that can help to make the most of social media, including new Facebook and Twitter features, emerging social networks, and technological innovations.
You will be responsible for setting up the Social CRM approach in conjunction with the Digital teams and will exploit social data by cross-referencing it with other AF customer data as a data scientist.
You will also monitor the quantitative and qualitative performance of Air France's various forms of social media presence (Social Commerce, Community Management, Servicing).
Your goal is to maximise the business effectiveness of acquisition channels (ad banners, emailing, SEO, etc.).
To achieve that goal, you will define the communication strategy to implement and oversee investments on the markets for which you are responsible.
You will ensure the successful execution of the communication campaigns in coordination with the markets, Revenue Management Pricing and other digital participants.
You will manage the relationship with the suppliers and web agencies involved in digital marketing. At the same time, you will track digital developments and innovations to propose and implement relevant innovations at Air France.
Responsible for a portfolio of digital products and functionalities (mobile, payment, after-sales, check-in, rich content, etc.), you will analyse market trends and our customers' behaviour to define the vision and strategy for the evolution of products for which you are responsible, as well as overseeing the implementation of the roadmap.
To that end, you will determine the developments and innovations to consider by:
analysing the results linked to your portfolio of functionalities (visitation statistics, customer feedback) together the intelligence essential for future adaptations;
defining the associated business cases.
You will ensure the coordination, notably international, of the project and communicate on new developments.
You will track the management of market parameters with the aim of continually improving the customer experience.
You will advise the digital teams by analysing browsing and satisfaction behaviour based on key indicators (conversion rate, audience figures, bounce rate, share of traffic sources, NPS changes).
You will leverage the reconciliation of behavioural and declarative data, extracting high value-added intelligence to steer investments and predict revenues.
You will measure the performance of acquisition campaigns in order to optimise their effectiveness. You will proactively propose new offerings aimed at increasing traffic and the conversion rate on our sites.