Regional Cargo Service Transformation Lead

Qatar Airways; Greater London; On-site; GBP 80,000 - 120,000; Full time

Job summary

Qatar Airways Group in London is seeking a Regional Cargo Customer Service Manager to drive end-to-end service performance and operational excellence across the assigned region. You will lead transformation initiatives and ensure quality standards while partnering with Sales, Operations, Pricing, Inventory Management, Billing and Digital teams.

The role requires leadership experience, a track record of managing KPIs, and strong English communication skills.

Qualifications

• Experience driving operational discipline, SOP compliance and quality assurance.
• Management experience with regional or multi-station teams.
• Strong leadership and people-management abilities.
• Solid understanding of cargo customer service operations and processes.
• Experience managing KPIs and service levels in high-volume environments.
• Excellent written and spoken English communication skills.

Responsibilities

• Manage regional customer service performance and service levels across customer service activities.
• Lead customer service transformation and standardisation initiatives across the region.
• Drive continuous improvement and cost-efficient service delivery.
• Act as the regional escalation point for customer service issues and strategic customers.
• Monitor KPIs, productivity and service quality metrics.
• Reduce avoidable customer queries through root cause analysis and process improvement.
• Optimise customer touchpoints and support first-contact resolution.
• Partner with Sales, Operations, Pricing, Inventory Management, Billing and Digital teams.
• Lead, coach and develop customer service teams and support succession planning.
• Ensure compliance with SOPs, governance requirements and quality standards.

Skills

Leadership

People management

KPI management

Operational discipline

Analytical thinking

Stakeholder management

English communication

Problem solving

Education

Bachelor's Degree or equivalent

Minimum 4–5 years of related experience

Job description

Qatar Airways Group in London is seeking a Regional Cargo Customer Service Manager to drive end-to-end service performance and operational excellence across the assigned region. You will lead transformation initiatives and ensure quality standards while partnering with Sales, Operations, Pricing, Inventory Management, Billing and Digital teams.

The role requires leadership experience, a track record of managing KPIs, and strong English communication skills.