The Customer Experience Manager will be responsible for the implementation and management of the airline’s customer experience strategy, ensuring our passengers receive consistent, high-quality service across all touchpoints, thereby fostering retention and loyalty. This role involves collaborating with various departments to enhance the overall customer journey, from booking to post-flight services, while maintaining the operational efficiency that defines a low-cost carrier.
Key Accountabilities/Responsibilities:
Develop and Implement the Customer Experience Strategy. Aligning it with the airline’s broader business goals.
Cross-Functional Collaboration. Work closely with other departments ensuring a seamless customer experience.
Customer Journey Management. Design, implement and optimize customer journey strategies to improve satisfaction and loyalty while maintaining cost-efficiency. Ensureconsistency and quality across all customer interactions, including online platforms, check-in, boarding, in-flight, and post-flight services
Quality Assurance. Monitor and evaluate customer service standards, identifying areas for improvement and implementing changes as needed.
Qualifications:
Education: Bachelor’s degree in Business Administration, Marketing, Hospitality, or a related field. Master’s degree is a plus.
Experience: Minimum of 5 years of Proven experience in customer service excellence and customer experience, preferably in the airline, hospitality industry or a related field.
Certifications: Relevant certifications in customer experience.
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