Manager Recruitment - Guest Experience

Synopsis



Lead the recruitment strategy for Etihad’s Guest Experience function, owning both high-volume hiring programs and the recruitment of leadership and specialist roles. As a trusted partner to your client groups, you will design and deliver innovative, scalable recruitment solutions that ensure the timely hiring of high-quality talent across multiple global locations. You will also champion a best-in-class candidate experience, act as an ambassador for Etihad’s employer brand, and continuously enhance recruitment processes, technology utilization, and assessment methodology.

Recruitment Process

The recruitment process for this position will involve the following stages:

• Application review undertaken by a member of our Recruitment Team
• Shortlisted candidates that meet the position criteria will be invited to complete a HireVue Video Interview. All completed interviews will be reviewed by a human member of our team.
• Selected candidates will be invited to complete a recruitment-related case study and interview with our hiring team
• Final interview/meet and greet with the Senior Manager Recruitment
  
  

Accountabilities



Guest Experience Talent Strategy

• Lead end-to-end recruitment for Guest Experience teams, covering both high-volume requirements (e.g., Guest Relations Agents) and niche/leadership roles across international locations.
• Develop, implement, and continuously refine the recruitment strategy for large-scale hiring programs, ensuring delivery of 50–60 hires per quarter.
• Design assessment frameworks tailored to volume recruitment needs, including building and deploying robust Assessment Centre models that support consistent, fair, and scalable selection.
  
  

High-Volume Recruitment Delivery

• Plan, manage, and deliver international hiring campaigns, including travel to global locations 6–8 times per year to conduct Assessment Centers, hiring events, and stakeholder engagements.
• Ensure all recruitment activities align with business timelines - particularly during large operational ramp-ups such as new guest service center openings.
• Build talent pipelines for recurring high-volume roles, ensuring a ready pool of qualified, motivated, and culturally aligned candidates.
  
  

Stakeholder Partnership

• Become the trusted recruitment advisor to Guest Experience leadership, ensuring Hiring Managers understand market dynamics, assessment standards, and best-practice recruitment methodology.
• Partner closely with HRBPs and business leaders to translate workforce plans into executable recruitment programs.
  
  

Assessment, Selection & Candidate Experience

• Ensure objective, consistent, and competency-based candidate evaluation aligned with Etihad’s standards.
• Own the design and delivery of bulk-hiring Assessment Centers, including tools, scoring frameworks, assessor calibration, and on-the-day logistics.
• Uphold an excellent candidate experience across all touchpoints, acting as a brand ambassador for Etihad Airways.
  
  

Recruitment Technology, Reporting & Continuous Improvement

• Leverage Etihad’s recruitment technologies, data, and reporting tools to drive efficiency, quality, and process optimization.
• Experiment with new tools, platforms, and methodologies, maintaining a continuous improvement mindset to elevate the Guest Experience hiring model.
• Lead delivery as an individual contributor while collaborating with broader TA team members during peak activity periods.
  
  

Market Intelligence & Employer Brand

• Maintain a deep understanding of Guest Experience talent markets across key markets globally, providing proactive insights to business leaders.
• Represent Etihad’s Employer Brand professionally and compellingly when engaging external audiences, candidates, and partners.
  
  

Education & Experience

• Educated to Degree Level in any discipline.
• Minimum 7 years of professional recruitment experience, with proven success in high-volume hiring and specialist/leadership recruitment.
• Experience designing and delivering Assessment Centers and high-volume recruitment methodologies is essential.
• Experience working across multiple international locations; ability to travel up to 6–8 times per year.
• Strong capability in leveraging recruitment technologies, market insights, sourcing strategies, and data-driven decision-making.
• Prior experience in the Middle East and/or airline or hospitality sectors is an advantage but not required.
• Excellent spoken and written English communication skills.
• Demonstrated ability to influence and manage stakeholders up to senior leadership level.
• Proven ability to adapt to new environments, design new processes from the ground up, and drive continuous improvement.
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

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