Product Manager - Journey Orchestration

Synopsis

The Product Manager is responsible for defining and delivering Guest 360 capabilities, with a strong focus on journey orchestration, customer data activation, and omnichannel personalization.

This role owns the product lifecycle, driving strategy, roadmap, and execution to enable real-time, data-driven customer experiences across all touchpoints.

Accountabilities

• Define and deliver the Guest 360 product strategy, roadmap, and priorities

• Own journey orchestration capabilities across platforms (e.g., Adobe Journey Optimizer or similar)

• Design and optimize omnichannel customer journeys (segmentation, triggers, decisioning, personalization)

• Translate customer data (CRM, booking, loyalty) into actionable use cases and activation strategies

• Partner with cross-functional teams (data, engineering, CX, marketing) to ensure end-to-end delivery and integration

• Drive data-driven decision making, leveraging analytics and insights to improve engagement and conversion

• Collaborate with other Product Managers to ensure alignment across Guest 360 and adjacent platforms

• Identify and prioritize new use cases, capabilities, and innovation opportunities

Education & Experience

• 7+ years of experience in Product Management (digital/data platforms)

• Strong experience with journey orchestration platforms (Adobe Journey Optimizer, Adobe Campaign, FirstHive, Braze, etc.)

• Solid understanding of Customer 360 / CDP, personalization, and omnichannel engagement

• Hands-on experience working with customer data sets (CRM, booking, loyalty)

• Proven track record in product lifecycle management, roadmap ownership, and prioritization

• Strong stakeholder management, communication, and presentation skills

• Adobe ecosystem experience (AEP, Adobe Analytics, AEM, Adobe CX) is nice to have

• Exposure to AI-enabled use cases (LLMs, NLP, personalization engines) is nice to have

• Airline or travel industry experience is preferable

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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