Head of Communications Group
Responsibilities:
- Organize and control the process of developing materials for research on the correlation between "Tone of Voice" and customer metrics, customer assessment of communication completeness and usefulness, and satisfaction with communication tone with the airline;
- Ensure interaction with contractors whose services relate to the activities of Group 1;
- Analyze received customer feedback to make changes to communication channels, types, and content at each stage of the customer journey;
- Participate in operational meetings on the results of research on consumer preferences, satisfaction levels, customer loyalty, and customer experience to identify "pain points" throughout the customer interaction with PJSC Aeroflot within the scope of communications, aiming to improve scripts;
- Provide expertise in evaluating customer communication at all stages of the customer journey – in online, offline, and phygital processes;
- Provide support for business process automation and digitalization projects in terms of content that aligns with the communication concept;
- Ensure an audit of the external website sections for which the Department is responsible;
- Ensure the development and support of customer communication standards, as well as their implementation for the Department's divisions and operational units directly communicating with customers;
- Ensure the development and implementation of a customer-centric approach in communications during staff service training;
- Adapt and cascade the "Tone of Voice" into the customer journey communication system, including written responses to inquiries and complaints, informational newsletters, chatbot scripts, contact center scripts, verbal templates for frontline employees, and for in-flight service;
- Provide expert support for PJSC Aeroflot's strategic projects within the framework of developing and standardizing the communication system;
- Ensure the development and updating of the business process management manual from the perspective of customer communication quality and "Tone of Voice";
- Develop and implement a system for cascading communication support for situations carrying potential reputational risk;
- Approve draft responses to customer inquiries, requests from state bodies, and local self-government bodies;
- Develop a matrix library of communication templates for standardizing responses to PJSC Aeroflot customer inquiries and official requests from state bodies and local self-government bodies;
- Ensure the filling and updating of the matrix library of communication templates in accordance with phraseological trends in best global practices;
- Conduct introductory training, meetings, webinars, and seminars with divisions.
What we expect from candidates:
- Education: Higher professional education;
- At least 3 years of experience in a management position in customer service;
- Experience in managing projects for the implementation of new approaches;
- Skills in crisis management and change management;
- Understanding of electronic document management and budgeting principles.
What we offer:
- Air tickets at special rates for employees and their close relatives;
- Medical services (own medical center);
- Voluntary medical insurance program (VMI including dentistry);
- Annual paid leave of 42 days per year;
- Material assistance for leave, additional social payments;
- Sanatorium and resort treatment (sanatoriums in Altai, Caucasus, Tver region, etc.);
- Children's travel vouchers and compensation for childcare in preschools;
- Discount program from partners (hotels, restaurants, fitness, courses, and much more);
- Corporate pension program for non-state pension provision;
- Benefits cafeteria.
Work schedule:
- 5/2 Monday-Thursday from 9:00 to 18:00, Friday from 9:00 to 15:30 in person, thereafter hybrid work is possible.
