Express Operations Manager Customer Experience

Job Purpose

Emirates Courier express is a fast, reliable, and end-to-end delivery solution, leveraging Emirates global network and logistics expertise to provide seamless door-t-door express shipping for customers worldwide.

The Express Operations Manager Customer Experience will manage and monitor the EKH Customer Experience operational teams by implementing best practice policies and procedures. Lead the Customer Experience teams to achieve individual, team and network wide objectives.

In This Role You Will

• Manage the daily operations of the EKH Customer Experience teams to ensure that the objectives are consistently met.
• Design, implement & project management of customer experience initiatives with a strong focus on CX & commercials
• Analyse all available customer data in monthly VoC (Voice of the Customer) forum and collaborate with key stakeholders across EKH & the wider Group to drive continuous improvement
• Responsible for managing the relationship between internal group operations teams & EKH Customer experience & Operational teams (Yalago, Arabian Adventures, central transport, Marhaba)
• Overall responsibility for EKH Customer Relations, with a strong focus on alignment with EK CASA & Skywards
• Overall responsibility of the EKH In-Resort Concierge proposition, with a focus on continued growth following its successful restart, with a strong focus on ancillary sales
• Overall responsibility of the EKH UAE retail stores & VIP sales teams, with a focus on driving performance against commercially agreed KPIs & offering a differentiated product in market
• Coach, manage, develop and motivate direct reporting Reservation / Sales Officers (Team Leaders). Conduct regular performance reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and to management.
• Analyse call, email, face-to-face and revenue data to determine operational trends and provide and implement recommendations and solutions to increase sales, service and quality.
• Communicate regular reports to all Customer Experience employees on the sales, service and quality performance of the Customer Experience against targets, ensuring understanding.
  
  

Qualification

In order to be successful in this role, you must meet the below requirements:

• 8+ years in Commercial/Sales or similar.
• Degree or Honours (12+3 or equivalent).
• Experience which includes managerial experience within a large diverse Contact Centre. It would be advantageous to have experience in Airline Reservation/Ticketing.
• Knowledge in Loyalty Programs, travel management, airline Contact Centre or Service Management company. Fully competent with both merchandised and manual reservations.
  
  

At Emirates, were committed to providing our employees with opportunities to grow and develop in their careers. so if youre looking for a challenging and rewarding opportunity, apply today and join our team!

Salary & benefits

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers

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