Flyadeal is Hiring Senior Customer Experience Manager

Employment Type: Full Time

Description

The role is responsible for ensuring all Customer Experience related activities and future projects constantly reposition Flyadeal ahead of its competition. The Customer Experience scope includes pre-flight, flight and post-flight interactions and touchpoints, ensuring a seamless, consistent, and brand-aligned passenger experience.

Key Responsibilities:

• Ensure that ongoing team activities for Commercial, Hajj, Umrah & Charter flights are managed day to day without compromise to Flyadeal’s schedule or passenger experience.
• Negotiate contracts and SLA deliverables with catering providers and service partners, ensuring compliance with GACA, IOSA/ISAGO standards.
• Design, map, communicate and deliver strategies for Inflight and Ground Experiences that align with Flyadeal’s brand, incorporating products and services.
• Improve and enhance passenger satisfaction at all stages of the customer journey.
• Manage buy-on-board retail strategy, optimizing catering menus, bundles, upgrades, and retail partnerships; track KPIs such as ancillary revenue per passenger and attachment rates.
• Incorporate digital solutions, automation, and personalization to enhance customer touchpoints.
• Deliver experiences that consistently improve Customer Satisfaction/NPS and Financial performance results.
• Act as the senior contact point for third party partners and other internal and external stakeholders to address, resolve operational challenges and ensure customer satisfaction.

Requirements

• Bachelor’s Degree: Business, Finance or related field.
• Minimum 8 years Inflight Operations experience with an airline (fleet size 30) in a similar role, at a similar level.
• Previous LCC Inflight/Operations experience is a plus.
• Budgeting and P&L expertise is essential.
• Contract expertise is essential (product suppliers, caterer and other third-party service providers).
• Solid knowledge of Inflight Operations including airline catering, cabin crew operations and/or cabin service design.
• Understanding of ancillary revenue performance.
• Knowledge of digital CX innovation and customer analytics.
• Strong financial acumen.
• An awareness and understanding of airline catering contracts including demonstrated experience negotiating SLA’s and contract deliverables.

Summary

Experience Required: 8 year(s) minimum

Career Level: Manager

Required Skills

• Customer analytics
• Inflight operations
• Ground experience design
• Cabin crew operations
• Passenger satisfaction
• Customer experience management
• CX automation & personalization
• Customer journey mapping

Languages

En - Full Professional Proficiency