Key Skills

Job Description

Join us in shaping the future of customer engagement at TUI. As Director Customer Data, Decisioning & Analytics, you'll lead the capabilities that power personalised customer experiences at scale, combining data, analytics, audience intelligence and decisioning to drive meaningful commercial growth across our global business. Applications will close on or before Friday 13th November. This role can be based from any of our European TUI Head Office locations. About Our Offer Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more. Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment. A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions. Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation. About The Job You'll define and deliver the vision, strategy and roadmap for customer data, audience intelligence, decisioning and digital analytics, ensuring alignment across markets, CRM, Commercial and Digital teams. As business owner of TUI's Customer Data Platform, you'll enable a trusted single customer view that supports segmentation, audience activation, personalisation and customer growth while maintaining strong governance and compliance standards. You'll build and evolve audience intelligence capabilities, creating customer segments and predictive models that help teams engage customers more effectively across CRM, paid media, web and app channels. Working closely with commercial and digital leaders, you'll lead the development of next-best-action capabilities, embedding real-time decisioning that improves customer experiences and commercial performance. You'll provide the data, audiences and decisioning frameworks that enable personalised customer journeys across every stage of the customer lifecycle. Leading a specialist team across Customer Data Platforms, Audience Intelligence, Decisioning and Digital Analytics, you'll create an environment where innovation, collaboration and measurable outcomes go hand in hand. You'll establish consistent digital KPIs, reporting frameworks and performance dashboards, helping leaders make informed decisions and track business impact with confidence. Through data, analytics and personalisation, you'll help deliver capabilities expected to contribute approximately €100m of margin growth annually while supporting strategic investment across the wider customer ecosystem. About You You've built proven success leading large-scale customer data, analytics and machine learning capabilities within a complex international B2C or retail environment serving millions of customers. Proven experience as a business owner of enterprise customer data platforms, including customer identity management, permissions, governance and privacy-by-design principles. You've successfully delivered audience intelligence, segmentation and activation capabilities that drive measurable customer engagement and commercial outcomes across multiple channels. Experience leading decisioning capabilities, predictive modelling and next-best-action frameworks enables you to connect data science with real business value. You'll bring strong expertise across digital analytics, experimentation, web and app measurement, tagging strategies and insight generation. Proven success leading large, multi-disciplinary and geographically dispersed teams while building strong leadership capability and fostering collaboration across markets and functions. You're comfortable operating at executive level, translating complex technical concepts into clear business recommendations and influencing senior stakeholders across the organisation. You'll combine commercial awareness with analytical thinking, identifying opportunities within complex datasets and turning insight into action that improves customer experiences and business performance. From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless. We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.

Core Responsibilities

Define and deliver the strategy and roadmap for customer data, audience intelligence, decisioning, and digital analytics, owning the Customer Data Platform and enabling trusted customer views, segmentation, activation, and personalized journeys. Lead specialist teams and establish decisioning, analytics, KPI, and reporting capabilities that improve customer experiences and commercial performance, supporting an estimated €100 million in annual margin growth.

Requirements

Requires proven leadership of large-scale customer data, analytics, and machine learning capabilities in a complex international B2C or retail environment, including enterprise customer data platforms, governance, privacy, audience activation, and decisioning. Candidates should also bring expertise in digital analytics and experimentation, experience leading geographically dispersed multidisciplinary teams, and the ability to influence executives and translate technical insights into commercial outcomes.

Benefits

• Attractive Remuneration
• Discretionary Bonus Schemes
• Travel Benefits
• Health And Well-Being Support
• Flexible Working
• Learning And Development Opportunities
• Global Project Opportunities