Senior Customer Experience Manager

The role is responsible for ensuring all Customer Experience related activities and future projects constantly reposition flyadeal ahead of its competition. The Customer Experience scope includes pre-flight, flight and post-flight interactions and touchpoints, ensuring a seamless, consistent, and brand-aligned passenger experience. Key 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. 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.