Kenya Airways CRM Manager Job Vacancy

Welcome aboard Kenya Airways!
Kenya Airways, a member of the Sky Team Alliance, is a leading African airline flying to 54 destinations worldwide, 44 of which are in Africa and carries over four million passengers annually. 
The airline was recently voted the Leading Airline in Africa by passengers in the World Travel Awards. It has also been voted the Leading Airline in Africa – Business Class four years in a row. 
Most recently it has scooped top awards at the Africa Investor (AI) Tourism Investor Awards and was declared the Business Airline of the Year in Africa.


Position Ref No: IRC40123
Position Title: CRM Manager
Brief Posting Description: Define the Customer Relationship Management (CRM) Strategy and drive growth ensuring all Revenue opportunities are Maximized, technology optimization and holistic Guest Experience across Customer Journey Enhanced

Detailed Description

  • Providing a compelling vision to keep the organization focused on Customer Relationship Management strategically, tactically and in real time, continuously and mutually with key stakeholders.
  • Bringing all customer data together in a single location, aligning processes among stakeholders in the service of the end customer, and smoothly integrating the Customer Relationship Management activities of other executives, lines of business and functional areas.
  • Selecting among the often competing requests for projects, funds and people, in accordance with the Customer Relationship Management vision, such as the issue of who is promoting the project, what technology can accomplish or whether new or existing customers merit the most attention from Customer Relationship Management.
  • Helping management and staff at all levels to understand Customer Relationship Management concepts and the firm’s vision for Customer Relationship Management, as well as communicating customer, market and profitability data to describe the firm’s progress as it proceeds on its Customer Relationship Management journey.
  • Setting expectations to help individuals and groups align their performance with the goals for Customer Relationship Management.
  • Ensuring that a sufficient flow of people, time, money and knowledge goes to the Customer Relationship Management areas that need these resources.
  • Ensuring that financial and operational controls are in place to monitor and improve customer performance and that any trust that might have been extended to any stakeholder under the Customer Relationship Management vision is not abused.
  • Measuring, Evaluating, organization and integration of the CRM modules for all functions
  • Building new best practice proposals to ensure innovative automation for CRM of the airline.
Minimum Requirement
  • Bachelors Degree in a relevant field
  • 7 years progressive experience within a Marketing / Commercial / Operations environment
  • CRM experience or certification and/or CRM Project implementation
How to Apply

If you meet the above requirements, please apply through our website via

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