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Operational Manager Customer Experience

Emirates
Dubai, UAE
Full-time
Mid-Senior
Onsite
Discovered 3 weeks ago
Customer experience operationsContact centre managementCommercial and sales managementCustomer data analysisVoice of the Customer (VoC) analysisReservations

Full Job Posting

Role overview

Emirates Holidays is the tour operation of Emirates Airline and focuses on travel experiences and customer service.

The Operations Manager, Customer Experience leads and monitors customer experience operational teams and implements best-practice policies and procedures.

The role leads teams toward individual, team, and network-wide objectives.

Responsibilities

  • Manage daily Customer Experience team operations and delivery against objectives.
  • Design and manage customer experience initiatives with a focus on customer experience and commercial outcomes.
  • Review customer data in monthly Voice of the Customer forums and work with stakeholders on continuous improvement.
  • Manage relationships between Emirates Holidays and internal group operations, including Yalago, Arabian Adventures, central transport, and marhaba.
  • Oversee customer relations, with alignment to EK CASA and Skywards.
  • Oversee the in-resort concierge proposition and its growth, including ancillary sales.
  • Own the global crisis and disruption programme.
  • Coach and develop Reservation/Sales Officers (Team Leaders), conduct performance reviews, and provide regular feedback.
  • Analyse call, email, face-to-face, and revenue data; implement recommendations to improve sales, service, and quality.
  • Report performance against sales, service, and quality targets to Customer Experience employees.

Requirements

  • Degree/Honours (12+3 or equivalent) and at least 8 years of commercial or sales experience.
  • Managerial experience within a large, diverse contact centre.
  • Knowledge of loyalty programs, travel management, an airline contact centre, or a service management company.
  • Competence with both mechanised and manual reservations.
  • Airline reservation or ticketing experience is advantageous.

Benefits

  • The employer advertises a tax-free salary and travel benefits, including discounts on flights and hotel stays.

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