Manager Customer Experience

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Precision Hire Solution Full time

About theRole

Manage allterminal operations at HIA which includes though not limited tocheck in & Boarding Arrival Baggage handling VIP operationsTrolley Services Porterage services PRM / Special Handling Buggyoperation and areas associated with the planning operation anddelivery of these key areas to provide services as per agreedservice levels to all customer airlines and stake holders. Tocontinuously seek productivity improvements and capitalize onadditional revenue generation opportunities by innovating optionalservices for airline operators in order to enhance theprofitability of the organization and to keep ahead of thecompetition

Responsibilities

As a member of the seniormanagement team provides significant contribution in theidentification and development of strategic plans to improveterminal operationalperformance.

  • Continuously drivesimprovements of functions performed by terminal operations teamincludes not limited to check in & Boarding Arrival Baggagehandling VIP operations Trolley Services Porterage services PRM /Special Handling Buggy operation to position QAS as an innovativebest practice ground handling agent.
  • Deliverskey strategic projects link that will benefit our business ourpeople and our stakeholders.
  • Plans and adaptsthe operational implementation in terminal operations based on theanalysis and real time environment.
  • Creates astrategic plan for terminal that can effectively forecast and planto provide scenarios identify risks opportunities for theoperation.
  • Plan direct and control all aspectsof Check in & Boarding Arrival Baggage handling VIPoperations Trolley Services Porterage services PRM / SpecialHandling Buggy daily operations andoutputs.
  • Looks for opportunities to improveprocesses and activities by using/leveraging business technologiesand other resources to improve productivity in order to meet therequirement for handling all QAS customer airlinesflights.
  • Provides oversight of implementationand direction for effective use of business technologies and otherresources.
  • To coordinate with other QAS/QRdepartments as well as coordinates with customer facing departments(General Aviation) Baggage and Transport Trolley Management LoungePorters/PAM Checkin Boarding Transfer Desk Arrivals) to delivercontinuous improvements in customer contact processes and servicestyle in order to eliminate/reduce negative customer feedbackcontribute to revenue growth cost effectiveness andprofitability.
  • Ensure effective planning andutilization of QAS resources manpower equipment and facilitieswithin QAS handled operations sections to fulfil the handlingrequirement of the Terminal operationsportfolio.
  • Oversees safety and security spotcheck on QAS resources manpower equipment and facilities as well aspassenger terminal facilities which are utilized by QAS for dailyoperations.
  • Develops a reporting culture withinthe team of Managers Supervisor and ensuring safety and performanceinvestigations are complete accurate and done in a timelymanner
  • Report to QAS senior management onirregular airport operations in advance when possible and as soonas the situation arises.
  • Manage the contractsand contractual staff requirements and review Standard OperatingProcedures (SOPs) on a regular basis and adopt necessary changesfor smooth operations in the passengerterminal.
  • Directly manage through reviewingapproving monitoring and improving the terminal Operations todeliver scope of services.
  • Create and sustainsingle point of contact relationship for customs other Airlines andgovernmental agencies if requires.
  • Establishmeasurable Key Performance Indicators (KPls) for Line Managers DutyManagers Duty Officers and Supervisors in accordance to guidelinesand standard of companys operational and financialobjectives.
  • To lead the Terminal ManagementTeam including Trolley Customer Care and porterage services ensurethat they are completely aware of their responsibilities while onshift and perform competently.
  • Providescreative approaches to extraordinary problems and challengesincluding flight delays cancellations IT system failures powerfailures weather conditions in order to maintain excellence in alloperational areas.
  • Perform other departmentduties related to his/her position as directed by the Head of theDepartment
Qualifications

About you

Essential

  • Bachelors Degree orEquivalent
  • Minimum 8 years of jobrelatedexperience
  • Experience in an Airport managerialposition

Preferred

  • Experiencein Customer Services position/ TerminalOperations.
  • Managing Budgetsexperience
  • Managing project implementationexperience
  • Managing large workforceexperience

About Qatar Airways Group

Our story started withfour aircraft. Today we deliver excellence across 12 differentbusinesses coming together as one. Weve grown fast broken recordsand set trends that others follow. We dont slow down by the fear offailure. Instead we dare to achieve whats never been donebefore.

So whether youre creating a uniqueexperience for our customers or innovating behind the scenes everyperson contributes to our proud story. A story of spectaculargrowth and determination. Now is the time to bring your best ideasand passion to a place where your ambition will know no boundariesand be part of a truly global community.

Thisjob has been sourced from an external job board.
Morejobs on

  • Manager Customer Experience

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Precision Hire Solution Full time

    About the Role Manage all terminal operations at HIA which includes though not limited to check in & Boarding Arrival Baggage handling VIP operations Trolley Services Porterage services PRM / Special Handling Buggy operation and areas associated with the planning operation and delivery of these key areas to provide services as per agreed service levels to...

  • Manager Customer Experience

    1 month ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    About the RoleManage terminal operations at HIA, including check-in, boarding, baggage handling, VIP operations, trolley services, porterage services, PRM/special handling, and buggy operation to provide services to customer airlines and stakeholders. Continuously seek productivity improvements and revenue generation opportunities to enhance profitability...

  • Manager Customer Experience

    4 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    About the RoleManage terminal operations at HIA, including check-in, boarding, baggage handling, VIP operations, trolley services, porterage services, PRM/special handling, and buggy operation to provide services to customer airlines and stakeholders. Continuously seek productivity improvements and revenue generation opportunities to enhance profitability...

  • Manager Customer Experience Design

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    Manager Customer Experience Design - DigitalQatar Airways Location Doha, Qatar Category Corporate & Commercial Job Id Closing Date: JOB DESCRIPTION As a Manager Customer Experience Design - Digital, you will be responsible for designing, implementing, and optimizing the overall customer experience through digital channels focusing on driving personalization,...

  • Manager Customer Experience Design

    4 days ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    As a Manager Customer Experience Design - Digital, you will be responsible for designing, implementing, and optimizing the overall customer experience through digital channels focusing on driving personalization, loyalty and engagement with QR's products and services across the customer journey. Drive transformation and convergence of physical journeys with...

  • Customer Experience

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    About the roleWe are currently recruiting for Senior Quality and Training Officer for Customer Contact Centre in Doha, Qatar.The role is responsible to manage implementation of QR Customer Contact Center quality and training standards. You will be responsible for the local analysis of quality results and production of reports on Key Performance Indicators,...

  • Manager Customer Experience Design

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Group Full time

    As a Manager Customer Experience Design - Digital, you will be responsible for designing, implementing, and optimizing the overall customer experience through digital channels focusing on driving personalization, loyalty and engagement with QR's products and services across the customer journey.Drive transformation and convergence of physical journeys with...

  • Manager Customer Experience Design

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    As a Manager Customer Experience Design - Digital, you will be responsible for designing, implementing, and optimizing the overall customer experience through digital channels focusing on driving personalization, loyalty and engagement with QR's products and services across the customer journey. Drive transformation and convergence of physical journeys with...

  • Customer Experience

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    As a Cabin Safety Investigator, you will be responsible for the administration and management of Cabin Safety Reports (CSR), Cabin Security Reports (CABSEC) and Medical Incident Reports (MIR) in the Safety management System.You will be required to analyze data in order to identify trends and latent conditions within Cabin Operations to enable the Cabin...

  • Customer Experience

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    About the roleYou will be responsible to develop, implement and maintain measures of Hub Lounges performance, Employee performance and other support service area. Contribute to the development, preparation, strategies and plans, liaising with internal and external stakeholders as necessary. Provide service areas with Business Intelligence and data analysis...

  • Customer Experience Specialist

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Tesla Full time

    Tesla participates in the E-Verify ProgramWhat to Expect As a Customer Experience Specialist at Tesla, you will be the face of our brand, responsible for engaging with potential customers, capturing leads, and guiding them through a seamless sales journey. As a crucial member of our dynamic team, you will play a pivotal role in shaping the success of our...

  • Senior Manager Customer Experience Design

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Talent Pal Full time

    As a Senior Manager Customer Experience Design, you will be responsible to contribute to translating the airline's vision into tangible and implementable product and service concepts for Qatar Airways across onboard and ground / lounge product and service areas. Research and create products and services that reflect QR's brand values, and that provide a more...

  • Customer Experience Analyst

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Precision Hire Solution Full time

    About the role The air freight industry landscape is entering an accelerated phase of change and transformation. From digitalising the endtoend value chain to fortifying a true ecommerce experience to the launch of digital freight marketplaces and much more. At Qatar Airways Cargo we recently launched our VISION 2027 Roadmap as part of The Next Generation...

  • Senior Manager Customer Experience Design

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Talent Pal Full time

    As a Senior Manager Customer Experience Design you will be responsible to contribute to translating the airlines vision into tangible and implementable product and service concepts for Qatar Airways across onboard and ground / lounge product and service areas. Research and create products and services that reflect QRs brand values and that provide a more...

  • Customer Experience Analyst

    1 month ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    About the roleThe air freight industry landscape is entering an accelerated phase of change and transformation. From digitalising the end-to-end value chain, to fortifying a true e-commerce experience, to the launch of digital freight marketplaces, and much more. At Qatar Airways Cargo, we recently launched our VISION 2027 Roadmap as part of The Next...

  • Customer Experience Analyst

    6 days ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    About the roleThe air freight industry landscape is entering an accelerated phase of change and transformation. From digitalising the end-to-end value chain, to fortifying a true e-commerce experience, to the launch of digital freight marketplaces, and much more. At Qatar Airways Cargo, we recently launched our VISION 2027 Roadmap as part of The Next...

  • Customer Experience

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    About the roleYou will provide welfare and counselling support to Cabin Crew by assisting incident or occurrences of personnel or a professional nature in order to increase moral and motivational levels of Crew.Operational role includes:Provide necessary support by assisting with any Cabin Crew related matters during their tenure.Responsible for handling an...

  • Customer Experience Analyst

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Precision Hire Solution Full time

    About the role The airfreight industry landscape is entering an accelerated phase ofchange and transformation. From digitalising the endtoend valuechain to fortifying a true ecommerce experience to the launch ofdigital freight marketplaces and much more. At Qatar Airways Cargowe recently launched our VISION 2027 Roadmap as part of The NextGeneration...

  • Customer Experience Executive

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Iccqatar Full time

    Respond to customer inquiries via phone, email, and chat in a timely and professional mannerPerform eKYC checks to ensure customer compliance with regulatory requirementsManage customer queries and resolve any issues in a prompt and efficient mannerProvide customer support on various aspects of online money transfer services, including account setup,...

  • Customer Experience Representative

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar ORYX International School Full time

    Serve as the main point of contactfor parents, pupils, and staff, providing outstanding customerservice and addressing inquiries, concerns, and requests promptlyand professionally.Build strong relationshipswith customers, understanding their needs and preferences andoffering personalized assistance andguidance.Proactively communicate with parentsregarding...