Sm Cargo Digital Customer Experience

1 week ago

Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

About the role
The 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 Generation programme.

The roadmap encapsulates the journey to bring about changes both internally and externally with the objective to simplify business engagements with Qatar Airways Cargo regardless whether the task on hand is complex or simple.

To support our VISION 2027 roadmap, we are looking for talents - the bold, the imaginative and the change-maker. All of whom will support Qatar Airways Cargo's position as a true leader in the air freight industry.

If you want to make an impact, to grow your experience and to challenge your comfort zone, then join us at Qatar Airways Cargo and be part of The Next Generation of change-makers.

Become the ambassador and the orchestrator of Qatar Airways Cargo VISION 2027.

We are pleased to announce this incredibly exciting opportunity to be part of
Qatar Airways

Cargo Commercial/ Sales team as a
Senior Manager Cargo Digital Customer Experience in our office in
Doha.**Join the
#MovedByPeople family and leave a mark as part of Cargo Commercial/ Sales. We care, we lead and we have fun managing small to large-scale business transformation projects to offer simple service to our customers while connecting global communities.


The Senior Manager Cargo Digital Customer Experience manages the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.

Directs activities to research best practices, establish metrics, collect and analyze customer data and feedback. Owns the entire journey from reservations till final delivery ensuring all customer expectations are met as per defined standards.

Develop and lead a customer-first operations organization that provides a high level of service, and an experience that differentiates from the market and competitors.

Utilize data to drive scale, efficiency, and continue to evolve from a transactional to service-oriented operations and customer service capability.

Will partner closely with sales and account management leaders to leverage service capability as a strategic differentiator that drives customer value and helps to foster both new and existing customer relationships.


Responsibilities of the role include:

  • Manage process of 'discovery design and validation' to identify and define CX opportunities which better meet customer needs and resolve pain points as well as source, evaluate and champion recommendations for improvements, processes and tools required for Qatar Airways Cargo to provide the best digital customer experience in the industry.
  • Manage the backlog of product enhancements and work directly with the Product owners to ensure planning and execution of the backlog.
  • Collaborate and work closely with various stakeholders to ensure digital product solutions meet the needs on the internal teams and the external customer.
  • Translate the strategy into practical plans while partnering crossfunctionally with peers who can effect change, change agenda with clearly defined target customer experience, and roadmap making clearly how to get there.
  • Advocate as the "Voice of the Customer" on the leadership team and create a persistent focus on the customer in decision making. Possess deep knowledge of Visual design, Service Design, User Experience, Brand Management.

Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make.

You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience.

You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what's never been done before.

Together, everything is possible

Qualifications:

About you

Without a Degree:

  • High School / Vocational Qualification with Minimum 12 years of jobrelated experience.
OR

With a Degree:
Bachelor's Degree or Equivalent with Minimum 10 years of job-related experience

Essential

  • Experience managing large and diverse workgroups preferably in a customer service environment.
  • Previous experience of major technology deliveries preferably in ecommerce.
Preferred

  • Experience in managerial role in a cargo airline or freight forwarder environment.

Job Specific Skills:
Essential

  • Detailed understanding of the airline cargo value chain with professional experience in a range of key commercial functions.
  • Excellent grounding in

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