مطلوب Operational Manager Customer Experience

Job Purpose Emirates Holidays is the tour operation of our Airline

Benefits & Conditions

• So if you’re looking for a challenging and rewarding opportunity، apply today and join our team! Salary & benefits Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry، including discounts on flights and hotel stays around the world

• Salary & benefits

• Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry، including discounts on flights and hotel stays around the world

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

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

At Emirates Group، we’re committed to providing our employees with opportunities to grow and develop in their careers

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Job Purpose

Emirates Holidays is the tour operation of our Airline

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.

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

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.

So if you’re looking for a challenging and rewarding opportunity، apply today and join our team!