E-COMMERCE OFFICER

Job Purpose: Provide comprehensive support to eCommerce Distribution team by
administering support Commercial and other parties in order to optimise online
(IBE, OLCI, Skywards, Apps etc) passenger revenue and online customer service
levels. Manage and coordinate with all necessary departments, including
Corporate Communications and Pricing and Commercial Operations, to assist in
identification of online revenue opportunities. Assist in promotion of direct
sales strategy of Emirates in order to achieve distribution cost savings and
generate incremental revenue. Job Outline: - Generic - Maintain and enhance
professional knowledge so that eCommerce and Mobile Department remains as the
online centre of excellence to Commercial and local sales organisations.
Periodic review of available industry information to keep abreast with recent
developments and trends. - Direct liaison with internal and external teams to
ensure continuity of online operations, including Corporate Communications,
Revenue Optimisation, R&CC, Skywards, Business Rewards, CASA, IT IBE Support
and others. - Develop and implement policies and procedures relating to the
handing of online products and enhancements. Support other commercial
departments with subject matter expertise, including training on new
enhancements and implemented products. - Be well versed with functionality and
processes in and around all e-commerce systems ? Internet Booking Engine
(IBE), Interline Bookings, Business Rewards, CUGO, Manage My Booking, Online
Check In, Excess Baggage Payment, Miles Redemption & Upgrades, Email Upgrades,
Mobile website, Refunds, Gift Cards, Hotel/Car Bookings, Apps etc. -
Distribution (Systems & Operations) - Specific job Accountabilities: -
Independently triage all incoming communications to EOL Support inbox and
direct manual updating of MARS for issue resolution of online booking
failures. - Identify patterns of consumer behaviour in addition to issues of
system behaviour using customer experience systems to develop enhancements to
the booking engine that directly contribute to revenue generation, service
efficiencies, or cost reduction - Analyse online booking issues to direct the
root cause analysis by IT IBE Support in resolution. Expected to assume
ownership of issues raised for IT investigation and subsequent code fixes.
This includes issue analysis, requirements gathering, pre- and post-release
testing. - Comprehensively respond with decisions based on each scenario for
every query within ‎1 working day, or coordinate with the relevant departments
to ensure an appropriate response in line with customer experience objectives.
Responsible for managing EOL Support mailbox using a defined structure and
archive library. Periodic review of EOL Support mailbox management process and
proposal of operational enhancements. - Work independently and directly with
internal departments like Credit Card & e-Payments Management, Revenue
Accounts, EGIT and external payment partners like Worldpay, MIGS (Master Card
Payment Gateway) and Global Collect to resolve payment queries on priority and
assist with ticketing. - Sales - Specific job Accountabilities: - Coordinate
and follow up with internal or external suppliers to facilitate online
transactions environment in local language where required for regional
storefronts. - Assist in managing reporting on internet sales and resolve
business process issues in customer feedback. - Support in gathering
information from all Commercial departments and local stations about eCommerce
developments needs and assist in designing appropriate action plans. -
Regularly research developments on competitor sites, identify valuable
features and analyse new possibilities on order to enhance the booking engine
to match market needs. Also carry out regular pricing comparisons between
benchmarked world-wide websites and emirates websites in order to highlight
areas where Emirates does not have competitive fares. - Sales Operational
focus ? gather and analyse sales requirements to create revenue generating
activities for the roll-out of online bookings via www.emirates.com local
websites.
Qualifications & Experience: Commercial/Sales. Other : Degree or Honours (‎12+‎3
or equivalent) : Distribution (Systems & Operations) ‎2+yrs Experience in an
airline with knowledge of business and commercial processes relating to
airline reservation and fares/pricing. Extensive knowledge of MARS is highly
desireable. Knowledge/skills: - Strong hands on experience of MARS, CRIS,
Cyber Source, Tealeaf - In-depth knowledge of Emirates booking process, online
functionality (IBE, MYB, and OLCI) across all customer platforms (web, HTML5,
Android, iPhone, iPad) - Proficient in all Office automation tools like MS
Word, MS Excel, MS Access, MS Power point, MS Project, etc. - Should possess
strong analytical skills and proven ability to work at all levels and across
different cultures. Should also possess strong written and verbal
communication skills. Sales - Experience: ‎3+ years experience in an eCommerce
environment, with knowledge of sales in addition to analytical capabilities. -
Knowledge of distribution practices and regulatory environment as they pertain
to the Internet is essential. - Familiarity with best practices in web is a
must. - Experience in developing online sales including a background using ana
managing advanced advanced interactive technologies will be an advantage.
Leadership Role: No Safety Sensitive Role: No
Salary & Benefits: Join us in Dubai and enjoy an attractive tax-free salary
and travel benefits that are exclusive to our industry, including discounts on
flights and hotels stays around the world. You can find out more information
about our employee benefits in the Working Here section of our website
www.emirates.com/careers. Further information on what's it like to live and
work in our cosmopolitan home city, can be found in the Dubai Lifestyle
section.