Cargo Customer Experience Manager - Emiratisation

The Emirates Group; Dubai; On-site; AED 350,000 - 650,000; Full time

Benefits offered by this job

Tax-free salary

Travel benefits

Leave and healthcare

Transport benefits

Life insurance

Job summary

Emirates Group in Dubai is seeking a senior leader to own and shape the end-to-end SkyCargo customer experience, identifying and improving key journey touchpoints with a proactive design mindset and continuous enhancement.

You will drive VoC and customer insight programmes, collaborating with Product, Operations, Commercial, and CCM&B to ensure consistent customer-centric interactions and high-quality service delivery across the network.

Qualifications

• Strong stakeholder management and collaboration skills across diverse teams.
• Analytical and problem-solving capabilities with focus on continuous improvement.
• Ability to manage projects in a structured way and deliver accountable outcomes.

Responsibilities

• Own and shape the end-to-end SkyCargo customer experience across the network.
• Identify and improve key journey touchpoints with a proactive experience design approach.
• Drive Voice of Customer programmes and customer insight initiatives to identify pain points and drive service improvements.

Skills

Stakeholder management

Analytical skills

Project management

Education

Bachelor's Degree or Honours in related field

Job description

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 amp 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 amp Brand department CCM amp B Collaborate with CCM amp 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

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

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

Qualifications

• 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

Salary & Benefits

• tax-free salary
• generous travel benefits including discounted flights and hotel stays around the world
• excellent leave and healthcare package
• 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