Vice President

Job Purpose: Define and implement all strategic and operational aspects of the
EK Retail & Contact Centres (R&CC) worldwide. The job holder will work with
key stakeholders to ensure R&CC contributes significantly to the direct
strategy of the organisation by building and nurturing relationships with
customers, delivering a strong and personalised customer experience (via
multi-channels including voice, chat, social media, retail shops, etc.),
upselling and cross- selling high margin revenue whilst encouraging Skywards
engagement and repeat business. Job Outline: - Drive high margin revenue
performance of R&CC offices by creating a solid sales culture and focusing on
increased up selling and cross selling of products (e.g., ancillaries, EKH,
DEX, etc.). - Collaborate with key stakeholders (eg. Commercial Operation,
Skywards, Emirates Online) , to develop the R&CC strategy and drive it forward
with clear KPIs (for customers, financials, operations, employees) and agreed
targets. To also drive the direction of multiple retail concepts (i.e.,
traditional, experiential) that are fit for each market. - Define and
implement a multi-channel strategy of connecting with customers and travel
agents in their preferred choice - voice, social media, physical, etc. - Drive
engagement with customers and enhance relevance through personalised services,
rewards, products, bundles, and experiences. Drive a focus on providing
consistent customer experience and measure customer satisfaction to ensure the
operation meets its corporate target. - Ensure the implementation of the
governance framework and commercial strategies in line with Commercial
Operations to ensure effective delivery of Retail strategy and targets. -
Develop and embed new improvement strategies, and ways of working to maximise
productivity, value and employee happiness, whilst minimising cost and
employee attrition. - Build a cohesive and high-performing team (e.g., via
continuous development and training). Motivate and inspire management team and
workforce to execute the strategy to perform at optimum level. - Identify
technologies to enable strategy and lead the integration and implementation of
selected technologies in partnership with IT to ensure successful adoption. -
Identify and drive continuous cost efficiencies and the responsible budget
management of R&CC to ensure budgeting practices are aligned with the defined
global strategy. - Continue to support other departments within the Emirates
Group (e.g., SkyCargo, DEX) and identify new businesses that may benefit from
the CC infrastructure. Consult and drive their introduction onto the platform
and support the new business with services (manpower planning, forecasting,
and scheduling, performance reporting).
Qualifications & Experience: - Customer Service.Call Centre : ‎12+ Years -
Degree or Honours (‎12+‎3 or equivalent) with emphasis on business, marketing or
sales. - Experience in airline or service industry of which a minimum of ‎5
years is as `functional head' developing and implementing strategies. -
Thorough knowledge on the overall industry issues, trends, economics etc.,
with specific expertise in matters related to Contact Centres and related
technologies, Reservation and Ticketing, Office management, Global
Distribution Systems, Distribution channels and Reservations. Should be able
to manage and develop budgets appropriately.
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.