Operational Manager Customer Experience

Job Purpose

Emirates Holidays is the tour operation of our Airline. We are committed to extending our high-quality on-board experience from the air to the ground. With over 20 years of experience in the travel industry our Emirates Holidays team is passionate about creating the finest travel experiences and connecting our customers to exclusive resorts and beautiful locations around the World!

As Operations Managers Customer Experience, you 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 it's successful restart, with a strong focus on ancillary sales
• Overall responsibility of the EKH Global Crisis and disruption programme.
• 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

To be considered for the role, you must meet the requirements below:

• Degree/Honours (12+3 or equivalent) with 8+ years of Commercial/Sales experience.
• 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 mechanised and manual reservations.