Express Operations Manager Customer Experience

Emirates Airlines - Other locations; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A prominent airline company in Dubai is seeking a seasoned manager to lead customer experience operations for its express courier service. The ideal candidate will possess over 8 years of experience in commercial roles, with a proven track record in managing diverse teams and enhancing customer interactions. This managerial position offers an attractive tax-free salary, alongside substantial travel and healthcare benefits, encouraging professional growth in a dynamic environment.

Benefits

Attractive tax-free salary

Generous travel benefits

Healthcare package

Life insurance

Transportation benefits

Qualifications

• 8+ years of experience in Commercial/Sales or a related field.
• Managerial experience in a diverse Contact Centre.
• Knowledge of Loyalty Programs and Service Management.

Responsibilities

• Manage daily operations of the EK Express Customer Experience teams.
• Design and implement customer experience initiatives.
• Analyze customer data to drive continuous improvement.

Skills

Commercial/Sales expertise

Team management

Customer experience improvement

Analytical skills

Education

Degree or Honours (12+3 or equivalent)

Job description

Job Purpose

Emirates Courier express is a fast, reliable, and end-to-end delivery solution, leveraging Emirates' global network and logistics expertise to provide seamless door-to-door express shipping for customers worldwide.

In this role you will:

• Manage the daily operations of the EK Express Customer Experience teams to ensure that the objectives are consistently met.
• Design, implement & project management of customer experience initiatives with a strong focus on CX & commercials.
• Analyse all available customer data in monthly VoC (Voice of the Customer) forum and collaborate with key stakeholders across EK Express & the wider Group to drive continuous improvement.
• Responsible for managing the relationship between internal group operations teams & EK Express Customer experience & Operational teams.
• Overall responsibility for EK Express Customer Relations, with a strong focus on alignment with EK CASA & Skywards
• Overall responsibility of the EK Express proposition, with a focus on continued growth following it's successful start, with a strong focus on ancillary sales.
• Conduct regular performance reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and to management.
• Analyse call, email, face-to-face and revenue data to determine operational trends and provide and implement recommendations and solutions to increase sales, service and quality.
• Communicate regular reports to all Customer Experience employees on the sales, service and quality performance of the Customer Experience against targets, ensuring understanding.

In order to be successful in this role, you must meet the below requirements:

• 8+ years in Commercial/Sales or similar.
• Degree or Honours (12+3 or equivalent) with 8+ years in Commercial/Sales or related field.
• Experience which includes managerial experience within a large diverse Contact Centre. It would be advantageous to have experience in Airline Reservation/Ticketing.
• Knowledge in Loyalty Programs, travel management, airline Contact Centre or Service Management.
• Fully competent with both merchandised and manual reservations.

At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. so if you're looking for a challenging and rewarding opportunity, apply today and join our team!

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