Cargo Customer Experience Manager - Emiratisation

Emirates; Dubai; On-site; AED 300,000 - 500,000; Full time

Benefits offered by this job

Travel benefits

Leave & healthcare package

Life insurance

Transport benefits

Job summary

Emirates SkyCargo seeks a Customer Experience Manager to lead the development and governance of customer experience standards across the network. You will drive insights from feedback to improve satisfaction and differentiation in service delivery.

Role focuses on shaping end-to-end journeys, embedding standards, and partnering with multiple teams to deliver proactive, customer-centric outcomes within a global cargo operation.

Qualifications

• Bachelor's degree in Business Administration, Aviation, Logistics, or related field.
• 8+ years of experience in business, aviation, logistics or related areas.
• Proven experience developing and implementing customer experience initiatives with strong stakeholder engagement.

Responsibilities

• Own and shape end-to-end SkyCargo customer experience by identifying key journey touchpoints and continuous enhancement.
• Define and embed customer experience frameworks, standards, and governance for consistent, high-quality delivery.
• Collaborate with VoC programs to leverage insights and drive service improvements across Product, Operations, Commercial, CCM&B.

Skills

Stakeholder management

Analytical skills

Project management

Education

Bachelor's degree

Job description

Job Purpose

Established in 1985 as the airfreight division of Emirates, Emirates SkyCargo is the largest international cargo airline in the world! We are looking for supply chain and logistics professionals ready to support Emirates SkyCargo as our organisation continuously increases it's cargo capacity and develops specialised products to meet the growing needs of customers.

At Emirates, we're committed to providing our employees with opportunities to grow and develop their careers.

Customer Experience Manager

will be responsible for SkyCargo's development and governance of customer experience standards, insights, and improvement initiatives to ensure a consistent, high-quality customer experience across all touchpoints. Uses customer insights and feedback to drive service enhancements, improve satisfaction, and support competitive differentiation.

In This Role, You Will

• Own and shape the end-to-end SkyCargo customer experience by identifying and improving key journey touchpoints, with a strong focus on proactive experience design and continuous enhancement.
• Define and embed customer experience frameworks, standards, and governance to ensure consistent, customer-centric interactions and high-quality service delivery across the network.
• Work with the Corporate and Customer Experience Planning (C&CX) Research team to drive Voice of Customer (VoC) and customer insight programmes by leveraging insights to identify customer pain points, drive service improvements, and enhance end-to-end customer journeys in partnership with key SkyCargo functions, including Product, Operations, and Commercial teams, as well as Corporate Communications, Marketing & Brand department (CCM&B).
• Collaborate with CCM&B to establish and maintain global customer experience standards (including visual and service guidelines), enabling consistent application through alignment and collaboration with stakeholders.
• Champion a customer-first mindset by influencing leadership behaviours and embedding customer considerations into decision-making and operational planning.
• Build long-term customer experience capability related to SkyCargo by recommending best practices, providing guidance and enabling teams across the network to strengthen ownership of customer experience at source.

Qualification

• Bachelor's Degree or Honours with 8+ years of experience in Business Administration, Aviation, Logistics, or a related field.
• Experience in Commercial, customer experience, Sales, Project Management or other related business functions
• Proven experience in developing and implementing customer experience initiatives, with strong stakeholder engagement and project management capabilities.
• Experience with managing cross-functional initiatives and engaging with stakeholders across multiple business functions.

Preferred

• Exposure to regional or global operating environments.
• Experience with Voice of Customer, customer satisfaction measurement, or customer journey mapping.
• Strong understanding of customer experience principles, customer journey management, and Voice-of-Customer and customer-centric design.
• Knowledge of customer satisfaction measurement methodologies, service quality standards, and continuous improvement practices.
• Awareness of air cargo operations, industry practices, and evolving customer expectations is beneficial.
• Awareness of emerging customer experience trends, digital customer engagement, and service innovation.

Skills

• Strong stakeholder management and collaboration skills, with the ability to influence outcomes and engage effectively across diverse teams.
• Analytical and problem-solving capabilities, with a focus on continuous improvement and practical solutions.
• Ability to manage projects in a structured way and deliver outcomes with accountability.

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. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers