Job description
Job Purpose
The main objective for Manager E-support, Content and Quality Management Main is to manage the quality, operational and functional performance and availability of the kq.com, m.kenya-airways.com and mobile app and its applications (booking tool, paid services, promotions and ancillary services) to secure the online revenue
Responsible for maintaining consistency and flexibility throughout the Sales & Service Centres .He or she is also the functional liaison between e-sales and Call Centres. Key interactions includes: Legal, Marketing, CSS Team, other functional areas and all online applications i.e (eBT (electronic booking tool), ICI (Internet check-in), Payments, Manage My Booking, Timatic, Flight timetable, flight status etc. This role incorporates new and existing technologies into the execution of the business content strategy in support of customer experience and business objectives.
A side responsibility is that he/she is also responsible and the interface with respect to Emergency Management in case of hijacks/ crash. Responsible for dark site and procedures for kq.com and first contact for kq.com in case of hijack/crash. For Contingency, he/she holds a 24/7 responsibility for contingency-updates on kq.com.
Key Performance Areas
Content Management
Translate e-Commerce vision and strategy into both a functional as operational strategy to secure the availability, performance and support of the kq.com and Mobile tools & services.
Manage the shift of content related activities from local establishments towards central.
Manage Content team in order to achieve content development goals and to execute the operational content.
Manage/Participate in content Projects
Steer content team
Deliver all content support services to Field Sales organisation & HQ to assist in and help execute their local E-sales and Central strategy
Manage and organize application and user support for the Booking tools; eBT, MMB, ICI, Paid Services. Act as second line support for all online applications:-
Manage daily issues & improvements
Ensure continuity & quality support for all sales application
Manage second line online product support
Leads business content development, coordinates with relevant stakeholders to proactively identify business content needs in support of the
Customer On-line platform
Develop business content workflow processes.
Develop and implement site data strategies to create an intuitive user experience throughout the online shopping experience.
Quality Management
Manage Quality Assurance Team (1 FTE)
Responsibility for website kq.com and Mobile products offer, including the full airline scope
Alignment between all stakeholders involved for implementation of new carriers, SPA’s, routes, code share
Coordinate the implementation of new country websites
Responsible for interface role with Legal department, Revenue Management and other internal and external stakeholders
Key project participation
Pro-actively optimizes quality in the broadest sense by being the liaison with different stakeholders when searching for and solving
structural operational issues.
E-Payment management & Monitoring
Translate e-Commerce payment vision and strategy into both a functional as operational strategy.
Manage e-payment team (1FTE)
Proactively monitoring & analyzing of payment errors
Define implementation of monitoring tools for Quality and Payments Analyses
Define, advise & improve payment support processes
Manage all Payment service providers and Acquirer contracts and SLAs.
2nd Level online support
Manage all internal and external supplier contracts (service provider and SLA management)
Ensure all service are supported by contracts and service level agreements
Monitor suppliers via service level management
Safeguard 100% uptime at all times
Web Support (Number of calls, mails, handling times, etc.)
Responsible for the development and implementation of new improved fulfilment and back-office applications
General activities
Contribute to the E-commerce business plan from the functional & operational perspective.
Define business plan for Content & Quality Management aligned with the E-commerce business plan
Responsible for functional managing, coaching and developing the Content, Payment, Quality team.
Contributes in defining the E-Sales vision & strategy, plus relevant processes
Organize web support meetings with the Operational Managers of the Sales & Contact Centers
Professional/Academic And Experience
Bachelor degree in business administration or Commerce or Business IT(BBIT)
Proficiency in MS office, Internet, Database
Fluent in written and spoken English
Strategic insight & market overview in content management, market developments & content management systems
Experience: 4 years in online application management
Airline experience is added advantage
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