Manager / Senior Manager, Inflight Services

Summary

As head of the Inflight Services department, you will lead the onboard product strategy and operations, and enhance the overall passenger experience. You will work closely with various organisational stakeholders to deliver impactful solutions that drive business growth and improve operational efficiency.

Job Description

Responsibilities

• Inflight Services: Lead the development and implementation of strategies to enhance customer satisfaction, loyalty, and revenue growth

• Safety and Regulatory Compliance: Oversee the development, implementation, and management of safety policies, procedures, and standards to ensure compliance with regulatory requirements

• Inflight Policy and Procedure: Develop, maintain, and ensure adherence to inflight policies, procedures, and standards

• Operational Efficiency: Collaborate with cross-functional teams to drive operational efficiency, reduce costs, and improve customer experience

• Team Management: Foster a positive and inclusive work culture, develop and implement training programs, and lead a high-performing team

• Lead the development and implementation of strategic initiatives aimed at optimizing the onboard product offering and improving passenger satisfaction

• Collaborate with cross-functional teams to identify areas for improvement in the onboard experience, such as menu offerings, amenities, entertainment options, and overall service standards

• Develop and execute plans to enhance the passenger experience, including the use of data analytics to understand passenger preferences and tailor the onboard offering accordingly

• Oversee the development and deployment of new technologies designed to improve the passenger experience, such as mobile check-in and boarding, real-time flight updates, and personalized offers based on passenger behavior

• Manage vendor relationships and negotiate contracts related to onboard products and services, ensuring cost efficiencies and high-quality standards

• Drive continuous improvement efforts within the Inflight Services department, utilizing lean principles and agile methodologies to streamline processes and enhance performance

• Ensure compliance with aviation safety regulations and guidelines when developing and implementing onboard products and services

Requirements

• Minimum 8 years of experience in the airline industry, with at least 5 years in a leadership role

• Strong knowledge of aviation regulations, safety protocols, and inflight service standards

• Excellent leadership, communication, and interpersonal skills

• Ability to think strategically, drive innovation, and make data-drivendecisions

• Proven track record of delivering exceptional customer experiences, driving operational efficiency, and leading high-performing teams

• Prior Flying experience would be an advantage