Senior Customer Experience Manager

Job description

This role is responsible for ensuring the employer maintains a competitive edge through the management of all Customer Experience activities and strategic projects. The scope covers pre-flight, in-flight, and post-flight touchpoints to ensure a seamless and brand-aligned passenger journey. Key responsibilities include managing daily operations for Commercial, Hajj, Umrah, and Charter flights. Negotiating contracts and Service Level Agreements (SLAs) with catering providers and service partners to ensure compliance with GACA, IOSA, and ISAGO standards. Designing and delivering in-flight and ground experience strategies that reflect the company brand. Enhancing passenger satisfaction across all journey stages. Managing buy-on-board retail strategies, including menu optimization and retail partnerships. Tracking KPIs such as ancillary revenue and attachment rates. Incorporating digital solutions and automation to improve customer touchpoints.

Requirements

• Experience in managing commercial and charter flight operations
• Proficiency in contract negotiation and SLA management
• Experience with GACA, IOSA/ISAGO compliance standards
• Expertise in designing passenger experience strategies
• Experience in managing retail and catering performance
• Proficiency in digital solutions and customer experience automation.

Skills