e-commerce Distribution Controller

Job Purpose: The successful candidate will contribute towards the development
of online products, systems and ancillary services to support Emirates
Holidays objectives in line with the overall commercial strategy, across all
online channels including mobile sites and apps. This includes assessing and
understanding areas such as product research, system development, customer
usability, regulatory changes, business impact assessment, business case
development and user requirements for these products and services. Coordinate
activity between representatives within Emirates Holidays team to ensure all
products, services and ancillaries are utilised to their full potential in
order to meet applicable online targets set for the department. Job
Accountabilities: - Improve customer service features, in some cases using the
company online presence as an instant means of accessing human assistance.
Track customer preferences, behaviour and feedback to constantly improve
business plans to achieve targeted online sales. - Gather and analyse business
and technology requirements to create development specifications for the roll-
out of online booking via www.emirates.com, emiratesholidays.com,
local/regional web-sites, Corporate Extranets and Travel Agent B2B websites in
conjunction with Corporate Communications. - Assist in gathering information
from all Commercial and/or Emirates Holidays (EKH) departments about
e-commerce and associated platform development needs, objectives, functions,
features and input and output requirements. Analyses, defines and documents
requirements for data, workflow, logical processes, interfaces with other
systems, internal and external checks and controls and outputs. - Provides
analytical assistance in identifying, evaluating business processes for
systems development. Writes and maintains functional specifications for new
online and offline e-commerce applications involving all Emirates and/or EKH
products and services like air, hotel and car, and packages. - Co-ordinate and
follow-up with internal or external suppliers to facilitate online transaction
environment in local language where required for regional storefronts.
Organise the business process integration requirements of EK Commercial
Internet Booking Engine with www.skywards.com, to provide our most valued
customers an opportunity for a large number of value added services, such as
online redemption, miles plus cash payment, etc. - Develop in co-ordination
with other business units the business process integration requirements for
Emirates Holidays, Content Management System, E-mail marketing and other in-
house service providers. - Manage management reporting on Internet sales and
resolve business process issues in customer feedback. - Responsible for the
quality assurance in the creation of plans to test business and functional
processes during systems development, enhancement and testing. Emirates is
investing more than ‎5 million Dirhams in a new booking engine from an external
supplier which will be customised to Emirates requirements. A very detailed
and quality user test will be required to ensure that Emirates achieves the
benefits from this business tool. The engine will be continuously enhanced to
add new facilities and features. Co-ordinate and respond to requests for
changes from original specifications. - Regularly research developments on
competitor sites, identify valuable features and analyse new possibilities in
order to enhance the booking engine to match market needs. Also carry out
regular pricing comparisons between benchmarked world-wide web-sites and
emirates web-sites in order to highlight areas where Emirates does not have
competitive fares. - As SME & Business Project Manager, transform business
requirements into functional and technical product specifications and
documentation (business case, specifications, and project plan), and ensure
implementation and delivery from IT and service providers. - Contribute to EKH
work programme (enhancements and projects) to help prioritize features for
delivery and support release management plans. - Provide comprehensive support
to EKH departments by administering support to R&CC and other stakeholders in
order to optimise revenue across channels. Coordinate with all necessary
departments (including EKH departments and Corporate Communications, Skywards,
Finance, CASA and IT Support) to assist in identifying customer issues and
pain-points with the aim of continually improving processes and systems. -
Implement tactical and/or strategic initiatives tying them closely with the
commercial strategic priorities and drive the global adoption and change
management of technology driven operational improvements
Qualifications & Experience: - Degree or Honours (‎12+‎3 or equivalent)
Experience: - ‎5+ years experience in developing websites, including a
background using and managing advanced interactive technologies will be an
advantage. Knowledge/Skills: - Knowledge of distribution practices and
regulatory environments as they pertain to the Internet is essential. -
Familiarity with best practices in web implementation is a must.
Salary & Benefits: We offer an attractive tax-free salary, paid in Dirhams,
the local currency of the UAE. The Dirham is linked to the Special Drawing
Right of the International Monetary Fund. It has been held constant against
the US dollar since the end of ‎1980 at a mid-rate of approximately US$‎1=
Dh3.‎66. Besides travel benefits normally associated with an airline, more
information on employee benefits is available within the 'Working Here'
section of this site. By viewing the 'Dubai Lifestyle' section in the site you
can also consider the benefits of Dubai as a location to live and work in.