Manager Cargo Customer Experience

1 week ago

Doha, 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 Customer Experience team as a Manager Cargo Customer Experience in our office in Doha.

Join the #MovedByPeople family and leave a mark as part of the Cargo Customer Experience.

In this role, you will be responsible to work across the Cargo landscape, owning the entire journey which includes during / after shipment, reservations, service recovery, and claims to drive performance against all customer targets ensuring that QR Cargo continually responds to the current and future service needs of its customers. You will also provide insights into and advocate on behalf of our customers as well as help problem solve the needs of our business.

As part of your role, your key responsibilities will include:

- Define policies, procedures, and business technologies to deliver an industry leading customer experience.
- Manage and lead the design and delivery of an integrated Customer Experience programme that aligns to the customer preference vision of QR Cargo.
- Create a strong centre of excellence that is capable of delivering best practice and best in class innovation across the value chain of service processes.
- Create a segment
- specific solutions in line with Cargo’s customer base, value
- exchange policies and definitions of customer value and loyalty.
- Identify an coordinate with key stakeholder group such as Sales and Operations, promoting collaboration, championing the customer and driving toward a sustained and market
- leading NPS (Net Promoter Score)
- Plan and provide leadership to further grow the implementation of the Salesforce CRM system that provided enhanced capabilities to the Sales and Customer Service teams

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
- Bachelor’s degree or equivalent with minimum 4 years of relevant experience
- Strong understanding of customer value chain with experience in a range of key commercial and service functions with excellent understanding of customer journeys
- Advanced knowledge of Salesforce such as Experience Cloud, Sales Cloud, and Service Cloud
- Excellent understanding of customer journeys
- Well versed with CRM, e
- commerce, websites and VOC platforms
- Excellent spoken and written English skills
- Proven senior influencing and relationship management skills to balance and manage diverse stakeholder interests
- Strategic thinker and change agent with the ability to challenge current practices and to generate support for/ and drive through change

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.
So whether you’re 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.

How to apply

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