Role summary
The role ensures all Customer Experience activities and future projects constantly reposition flyadeal ahead of competition. The Customer Experience scope includes pre-flight, flight and post-flight interactions and touchpoints, ensuring seamless, consistent, brand-aligned passenger experience.
Responsibilities
- Ensure ongoing team activities for Commercial, Hajj, Umrah and Charter flights managed daily without compromise to flyadeal's schedule or passenger experience
- Negotiate contracts and SLA deliverables with catering providers and service partners, ensuring GACA, IOSA/ISAGO standards compliance
- Design, map, communicate and deliver strategies for Inflight and Ground Experiences aligned with flyadeal's brand
- Improve and enhance passenger satisfaction at all stages of customer journey
- Manage buy-on-board retail strategy, optimizing catering menus, bundles, upgrades and retail partnerships
- Track KPIs including 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 senior contact point for third party partners and internal/external stakeholders addressing operational challenges
Qualifications
- Bachelor's Degree in Business, Finance or related field
- Minimum 8+ years inflight operations experience with airline (fleet size 30) in similar role at similar level
- Previous LCC inflight/operations experience is a plus
- Budgeting and P&L expertise is essential
- Contract expertise is essential with product suppliers, caterers and third-party service providers
- Solid knowledge of inflight operations including airline catering, cabin crew operations and cabin service design
- Understanding of ancillary revenue performance
- Knowledge of digital CX innovation and customer analytics
- Strong financial acumen
- Awareness and understanding of airline catering contracts with demonstrated SLA and contract deliverable negotiation experience
Education
Bachelor's Degree in Business, Finance or related field
Experience
8+ years inflight operations experience with an airline (fleet size 30) in a similar role at a similar level
Education · Experience · Type
Bachelor'sRequires 8+ yearsSalary not stated