Senior Customer Experience Manager

About the role

Requirements

• - Bachelor’s Degree: Business Finance or related field
• - Minimum +8 years Inflight Operations experience with an airline (fleet size 30) in a similar role, at a similar level.
• - Previous LCC Inflight/Operations experience is a plus
• - Budgeting and P&L expertise is essential
• - Contract expertise is essential (product suppliers, caterer and other third-party service providers)
• - Solid knowledge of Inflight Operations including airline catering, cabin crew operations and/or cabin service design.
• - Understanding of ancillary revenue performance,
• - Knowledge of digital CX innovation and customer analytics.
• - Strong financial acumen.
• - An awareness and understanding of airline catering contracts including demonstrated experience negotiating SLA’s and contract deliverables.

Responsibilities

• Ensure that ongoing team activities for Commercial, Hajj, Umrah & Charter flights are managed day to day without compromise to flyadeal’s schedule or passenger experience.
• Negotiate contracts and SLA deliverables with catering providers and service partners, ensuring compliance with GACA, IOSA/ISAGO standards.
• Design, map, communicate and deliver strategies for Inflight and Ground Experiences that align with flyadeal’s brand, incorporating products and services.
• Improve and enhance passenger satisfaction at all stages of the customer journey.
• Manage buy-on-board retail strategy, optimizing catering menus, bundles, upgrades, and retail partnerships; track KPIs such as ancillary revenue per passenger and attachment rates.
• Incorporate digital solutions, automation, and personalization to enhance customer touchpoints.
• Deliver experiences that consistently improve Customer Satisfaction/NPS and Financial performance results.
• Act as the senior contact point for third party partners and other internal and external stakeholders to address, resolve operational challenges and ensure customer satisfaction.

Skills

• Airline operations
• Contract management
• SLA negotiation
• Catering and airline catering contracts
• Inflight operations
• Ancillary revenue optimization
• P&L budgeting
• Digital CX innovation
• Customer analytics
• Brand-aligned passenger experience
• Retail and buy-on-board strategy
• Vendor and partner management
• Crew operations knowledge
• Ground and inflight experience design
• KPI analysis