GMR Group Looking for Associate Manager Passenger Experience – 9405 at Hyderabad, Telang[...]

GMR Group; Hyderabad; On-site; INR 9,00,000 - 12,00,000; Full time

Job summary

An established industry player is seeking a dynamic individual to drive digitalization initiatives that enhance passenger experiences at the airport. This role involves supporting the rollout of innovative digital solutions, mapping consumer journeys, and leveraging data insights to create new revenue streams. The ideal candidate will have a strong background in IT or business, with a passion for improving user experiences and engaging with various stakeholders. Join a forward-thinking team dedicated to transforming the airport experience through technology and strategic partnerships.

Qualifications

• 2-3 years of experience in digitalization or consumer experience roles.
• Education in IT, Engineering, or Business Administration preferred.

Responsibilities

• Support development and implementation of digital initiatives for enhancing passenger experience.
• Conduct research and analyze consumer feedback to improve services.

Skills

Digitalization Initiatives

Consumer Experience Mapping

Data Collection and Insights

Stakeholder Engagement

Analytical Thinking

Problem Solving

Strategic Orientation

Education

BE/B Tech

MBA

Job description

JOB PURPOSE

Support in development and implementation of digitalization initiatives for DIAL which results in passenger experience enhancement and generation of multiple revenue streams.

ORGANISATION CHART

Accountabilities

Key Performance Indicators

Facilitate & Support Development of digitalization initiatives for Enhancing User Experience at DIAL:

• Support in strategy design and execution of various digitalization initiatives for DIAL.
• Roll out of DIAL App and other digitalization initiatives – as per agreed timelines.
• Monitoring of Vendors SLAs – Ongoing.

Consumer Experience Mapping:

• Map Consumer Experience along with the travel journey of the consumer and identify gaps, planning digital touch points to address them.
• Analyze the feedback/data insights to improve consumer experience.
• Conduct research to identify gaps in seamless consumer experience and relevant digital solutions and technologies.
• Timely and quality reviews – weekly report.
• Research Outcomes – one research outcome every month and feature upgrade based on such findings.
• Timely updates to all concerned stakeholders – Monthly.

Data Collection and Insights:

• Explore new avenues and points from where passenger data can be collected for DIAL.
• Support development of dashboards and data monitoring framework.
• Support technical evaluation to identify prospective partners/features/engines for data sourcing.
• Discover new ways to monetize curated information and insights.
• Implement 2 new sources/types of data collection every month.
• Analyze and present new insights - 1 new revenue-enhancing insight every quarter.

Assess Strategic Technical Partners:

• Assess External Agencies providing services that enhance the value proposition to passengers.
• Facilitate integration of partners and affiliates with the DIAL ecosystem.
• Create strategies involving partners and stakeholders to improve consumer experience at the airport.
• 2 Partner tie-ups each quarter.
• 0.5% of revenues from digital initiatives in FY 19.

Facilitate & Support Monetizing DIAL APP:

• Provide support in bringing retail, dining, and services partners to sign up and have m-commerce integrated.
• Pitch Deck for Partners.
• Revenue generation as per AOP.

EXTERNAL INTERACTIONS:

• Technical Partners
• Concessionaires, Stakeholders in Airport Eco System
• Consultants / Vendors
• Affiliates / Partners

INTERNAL INTERACTIONS:

• Digitalization Team
• IT
• Sector SPG and Business SPG
• Corporate Relations Team
• IT Teams of Airports

FINANCIAL DIMENSIONS:

Revenues from digitalization initiatives as per AOP.

Other Dimensions:

Technical and Commercial partner engagement initiatives.

EDUCATION QUALIFICATIONS:

BE/B Tech and/or MBA; IT Specialization preferred.

RELEVANT EXPERIENCE:

2-3 years prior experience in a similar domain.

COMPETENCIES:

• Personal Effectiveness
• Social Awareness
• Entrepreneurship
• Problem Solving & Analytical Thinking
• Planning & Decision Making
• Capability Building
• Strategic Orientation
• Stakeholder Focus
• Networking
• Execution & Results
• Teamwork & Interpersonal Influence