Cargo Customer Experience Manager

Job Purpose

Responsibilities

• Own and improve the end-to-end SkyCargo customer experience, with a focus on proactive experience design and continuous enhancement.
• Define and embed customer experience frameworks, standards, and governance across the network.
• Drive Voice of Customer and customer insight programs to identify pain points and improve customer journeys.
• Partner with Product, Operations, Commercial, Corporate Communications, Marketing, and Brand stakeholders.
• Establish and maintain global customer experience standards, including visual and service guidelines.
• Influence leadership behaviors and integrate customer considerations into operational planning.
• Build customer experience capability by recommending best practices and enabling teams across the network.

Qualifications

• Bachelor's degree or Honours degree in Business Administration, Aviation, Logistics, or a related field.
• At least 8 years of experience in a relevant field.
• Experience in commercial, customer experience, sales, project management, or another related business function.
• Proven experience developing and implementing customer experience initiatives.
• Experience managing cross-functional initiatives and engaging stakeholders across multiple business functions.

Preferred Experience and Skills

• Regional or global operating experience is preferred.
• Experience with Voice of Customer, customer satisfaction measurement, or customer journey mapping is preferred.
• Knowledge of customer experience principles, service quality standards, and continuous improvement is preferred.
• Awareness of air cargo operations and emerging customer experience trends is beneficial.
• Strong stakeholder management, collaboration, analytical, problem-solving, and project delivery capabilities are required.

Salary and Benefits

• The role offers a tax-free salary and travel benefits, including discounted flights and hotel stays.
• Benefits include leave and healthcare coverage, transport benefits, and life insurance.