Senior Manager Customer Experience (Ground Services) - Qatar

Location: Doha
Company Name: Qatar Airways

QR22662 - Senior Manager Customer Experience (Ground Services) | Qatar Airways | Doha

Organisation: Qatar Airways

Job Function: Ground Services

Division: Ground Services (Division)

Employment Type: Full Time - Permanent

City: Middle East | Qatar | Doha

Last date of application: 10-Nov-2019

Qatar Airways

Welcome to a world where ambitions fly high.

From experienced pilots to dynamic professionals embarking on new careers, Qatar Airways is searching for talented individuals to join our award-winning team.

We take pride in our people—a dynamic and culturally diverse workforce is essential to why we are one of the finest and fastest growing airlines in the world.

We offer competitive compensation and benefit packages.

About your Job:

The Senior Manager Customer Experience is responsible for maintaining the Qatar Airways Group 5-star passenger experience on the ground. This role will design and develop programs and processes intended to create a positive Ground Services customer experience. In addition, the successful candidate will ensure a high performing operation by engaging the front-line Ground Services Operational and Lounge Managers through coaching conduct of relevant trainings and performing regular audits on the service delivery.

Specific responsibilities include:

Strategic:

• Manages the customer experience by developing policies, programs and processes that demonstrate a continually evolving strategy focused on the desire to accomplish the strategic objectives of Ground Services.

• Ensures customer needs are of primary consideration in the development of processes, products and services, which affect the customer experience.

• Delivers customer-oriented metrics and analytics by evaluating available data that provide clear and valuable insights into customer behavior, experience and loyalty.

• Creates relevant customer strategy aligned to the overall business strategy by applying a synthesized knowledge of the airline industry.

• Devises and implements strategies that support business objectives.

Operational:

• Ensures that customer needs is the priority when developing processes, setting up of KPIs and developing products/services.

• Manages and takes end-to-end ownership of Customer Experience for Ground Services.

• Supports the Operations leaderships in monitoring and managing day-to-day processes as well as leading remedial actions for ad-hoc interruptions affecting target service levels.

• Liaises with customer facing departments to deliver continuous improvements in customer contact processes and service delivery. This is to eliminate/reduce negative customer feedback, contribute to revenue growth and maximize cost effectiveness.

• Oversees all aspects of audits pertaining to customer service delivery including but not limited to core functions of Ground Services Customer Experience in compliance with the standards set by the Airline.

• Manages and delivers the training schedule for Ground Services.

• Drives standardization and best practice across Ground Services Division. Designs and implements efficient and effective processes supported by performance metrics and continuous improvement programs.

• Responsible for service recovery by adopting customer –focused attitude and proactive approach.

• Develops a transformational agenda for service delivery by identifying, analyzing and prioritizing strategic and tactical customer experience opportunities across all customer-touch points.

Stakeholder Management

• Works closely with department managers to ensure their teams are equipped with the information, tools and methodologies required to deliver exceptional service.

• Develops and maintains effective relationships with both internal and external stakeholders across the organization. Fosters a positive climate to build effective teams that are committed to organizational goals and initiatives.

About you:

You hold a Bachelor’s degree from reputed University/Colleges with 10 years of job related experience. You have strong expertise in Customer Experience with focus on service delivery. You have strong influencing and relationship management skills with ability to balance and manage diverse stakeholder interest.

You have strong business acumen and able to challenge others to manage change creatively, implement new approaches and encourage continuous improvement within your areas of responsibilities. You have passion 5-star service delivery and the drive to continuously innovate.

You have exceptional people values and very adept at bringing out strengths in others. You inspire and motivate teams and individuals to meet the organization’s vision and goals. You have the ability to provide a conducive work place that fosters the development of others, facilitates cooperation and teamwork. You have strong service orientation and cross cultural awareness. You have an excellent command of written and spoken English.

Note: you will be required to attach the following:
1. Resume / CV
2. Copy of Highest Educational Certificate