Job Purpose: Emirates SkyCargo is a world-class air cargo carrier, with a vast
network of destinations, cutting-edge facilities, and a focus on innovation,
efficiency, and sustainability. Operations Manager Customer Experience will
manage and monitor the EK express customer experience operational teams by
implementing best practice policies and procedures. You will lead the Customer
Experience teams to achieve individual, team and network wide objectives. In
this role, you will: - Manage the daily operations of the EK express Customer
Experience teams to ensure that the objectives are consistently met. - Design,
implement & project management of customer experience initiatives with a
strong focus on CX & commercials - Analyse all available customer data in
monthly VoC (Voice of the Customer) forum and collaborate with key
stakeholders across EK express & the wider Group to drive continuous
improvement - Responsible for managing the relationship between internal group
operations teams & EK express Customer experience & Operational teams -
Overall responsibility for EK express Customer Relations, with a strong focus
on alignment with EK CASA & Skywards - Overall responsibility of the EK
express proposition, with a focus on continued growth following its successful
start, with a strong focus on ancillary sales - Conduct regular performance
reviews ensuring that objectives and development plans are clearly set out and
provide regular feedback to team members and to management. - Analyse call,
email, face-to-face and revenue data to determine operational trends and
provide and implement recommendations and solutions to increase sales, service
and quality. - Communicate regular reports to all Customer Experience
employees on the sales, service and quality performance of the Customer
Experience against targets, ensuring understanding.
Qualifications & Experience: To be considered for the role, you must meet the
below requirements: - Degree or Honours (12+3 or equivalent) with 8+ years in
Commercial, Sales or related field - Experience, which includes managerial
experience within a large diverse Contact Centre. It would be advantageous to
have experience in Airline Reservation/ticketing. - Knowledge in loyalty
programs, travel management, airline contact centre or service management. -
Fully Competent with both mechanised and manual reservations. At Emirates,
we're committed to providing our employees with opportunities to grow and
develop in their careers. So if you're looking for a challenging and rewarding
opportunity, apply today and join our team!
Salary & Benefits: Join us in a management role and enjoy an attractive tax-
free salary. On top of our generous travel benefits, including discounted
flights and hotel stays around the world, this managerial role also has an
excellent leave and healthcare package. That's on top of transport benefits,
life insurance and more.
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