Global Cargo Experience Lead

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

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.