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 all customer airlines and stake holders. To continuously seek productivity improvements and capitalize on additional revenue generation opportunities by innovating optional services for airline operators in order to enhance the profitability of the organization and to keep ahead of the competition

Responsibilities

As a member of the senior management team provides significant contribution in the identification and development of strategic plans to improve terminal operational performance.

  • Continuously drives improvements of functions performed by terminal operations team includes not limited to check in & Boarding Arrival Baggage handling VIP operations Trolley Services Porterage services PRM / Special Handling Buggy operation to position QAS as an innovative best practice ground handling agent.
  • Delivers key strategic projects link that will benefit our business our people and our stakeholders.
  • Plans and adapts the operational implementation in terminal operations based on the analysis and real time environment.
  • Creates a strategic plan for terminal that can effectively forecast and plan to provide scenarios identify risks opportunities for the operation.
  • Plan direct and control all aspects of Check in & Boarding Arrival Baggage handling VIP operations Trolley Services Porterage services PRM / Special Handling Buggy daily operations and outputs.
  • Looks for opportunities to improve processes and activities by using/leveraging business technologies and other resources to improve productivity in order to meet the requirement for handling all QAS customer airlines flights.
  • Provides oversight of implementation and direction for effective use of business technologies and other resources.
  • To coordinate with other QAS/QR departments as well as coordinates with customer facing departments (General Aviation) Baggage and Transport Trolley Management Lounge Porters/PAM Checkin Boarding Transfer Desk Arrivals) to deliver continuous improvements in customer contact processes and service style in order to eliminate/reduce negative customer feedback contribute to revenue growth cost effectiveness and profitability.
  • Ensure effective planning and utilization of QAS resources manpower equipment and facilities within QAS handled operations sections to fulfil the handling requirement of the Terminal operations portfolio.
  • Oversees safety and security spot check on QAS resources manpower equipment and facilities as well as passenger terminal facilities which are utilized by QAS for daily operations.
  • Develops a reporting culture within the team of Managers Supervisor and ensuring safety and performance investigations are complete accurate and done in a timely manner
  • Report to QAS senior management on irregular airport operations in advance when possible and as soon as the situation arises.
  • Manage the contracts and contractual staff requirements and review Standard Operating Procedures (SOPs) on a regular basis and adopt necessary changes for smooth operations in the passenger terminal.
  • Directly manage through reviewing approving monitoring and improving the terminal Operations to deliver scope of services.
  • Create and sustain single point of contact relationship for customs other Airlines and governmental agencies if requires.
  • Establish measurable Key Performance Indicators (KPls) for Line Managers Duty Managers Duty Officers and Supervisors in accordance to guidelines and standard of companys operational and financial objectives.
  • To lead the Terminal Management Team including Trolley Customer Care and porterage services ensure that they are completely aware of their responsibilities while on shift and perform competently.
  • Provides creative approaches to extraordinary problems and challenges including flight delays cancellations IT system failures power failures weather conditions in order to maintain excellence in all operational areas.
  • Perform other department duties related to his/her position as directed by the Head of the Department
Qualifications

About you

Essential

  • Bachelors Degree or Equivalent
  • Minimum 8 years of jobrelated experience
  • Experience in an Airport managerial position

Preferred

  • Experience in Customer Services position/ Terminal Operations.
  • Managing Budgets experience
  • Managing project implementation experience
  • Managing large workforce experience

About Qatar Airways Group

Our story started with four aircraft. Today we deliver excellence across 12 different businesses coming together as one. Weve grown fast broken records and set trends that others follow. We dont slow down by the fear of failure. Instead we dare to achieve whats never been done before.

So whether youre creating a unique experience for our customers or innovating behind the scenes every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries and be part of a truly global community.

This job has been sourced from an external job board.
More jobs on

  • 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...

  • 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

    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 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...

  • 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...

  • 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 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...

  • 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

    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...

  • 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...