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Customer Experience Manager

2 months ago

Doha, Baladīyat ad Dawḩah, Qatar QATAR Airways Full time
Job Description

Job Summary: We are seeking a highly skilled and experienced Customer Experience Manager to lead the development and implementation of innovative customer experience strategies for Qatar Airways' ground services. The successful candidate will be responsible for shaping the customer journey, ensuring that every interaction a customer has with the ground experience is not only satisfactory but exceeds expectations.

Key Responsibilities:

  • Develop and Implement Customer Experience Strategies: Create comprehensive engagement standards for hub and all global airports, encompassing Check-In, Lounges, Departures, and Arrival environments.
  • Formulate Service Level Agreements (SLAs) and Key Performance Indicators (KPIs): Collaborate with business owners for all ground service touchpoints to establish SLAs and KPIs.
  • Create a Cohesive Product and Service Strategy: Develop a product and service strategy for global lounges, including Hub Lounges, QR outstation lounges, and third-party lounges, aligning with the broader business objectives.
  • Integrate Ground Services and Lounge Strategies: Collaborate with strategic partnerships, such as joint ventures and capital equity partners, as well as oneworld alliance partners, to enhance revenue, reduce costs through shared resources, improve customer satisfaction, and ensure accurate representation of Qatar Airways.
  • Develop Customer Journey Mapping: Create a customer journey mapping across all ground touch points and ensure it is regularly updated based on agreed standards.
  • Analyze Data and Feedback: Analyze data from Business Intelligence and Product Insights teams, as well as mystery shopper feedback, to develop products and services that surpass industry standards.
  • Collaborate with Customer Experience Management Teams: Collaborate with the hub and network stations customer experience management teams for a consistent customer experience at every interaction point across the journey.
  • Evaluate Airport and Lounge Amenities: Conduct regular thorough evaluations of airport and lounge amenities, ensuring they adhere to established quality benchmarks.
  • Develop Customer Experience Specifications: Participate in the development of customer experience specifications for new check-in areas, lounge constructions, refurbishments, and upgrades.
  • Foster Synergy among Customer Touchpoints: Foster synergy among various customer touchpoints, including ground services, lounges, onboard facilities, and digital platforms, to ensure a seamless and superior customer journey.
  • Design Customized Experiences: Design customized experiences for different customer segments to enhance satisfaction and create a distinctive service.
  • Utilize Technology: Utilize technology in ground operations and lounge services to enhance the customer experience, in partnership with the Manager of Customer Experience Design – Digital.
  • Lead Product Development Projects: Lead the Ground and Lounge product development team from ideation to execution, including design evaluations, workshops, and problem-solving sessions, to guarantee successful product introductions.
  • Drive Continuous Improvements: Drive continuous improvements and innovations based on feedback from internal stakeholders and external customers.
  • Manage Major Product Development Projects: Manage major product development projects, providing insights and recommendations on design and functional improvements.
  • Ensure Smooth Experience for Customers: Work with oneworld and partners alliance to ensure a smooth experience for customers transferring between airlines at the airport.

Requirements:

  • Strong Leadership and Communication Skills: Proven ability to lead and communicate effectively with cross-functional teams.
  • Strategic Thinking and Problem-Solving Skills: Ability to think strategically and solve complex problems.
  • Customer-Centric Approach: Strong customer-centric approach and ability to understand customer needs and preferences.
  • Business Acumen: Strong business acumen and ability to understand business objectives and strategies.
  • Technical Skills: Proficiency in technical skills, such as data analysis and technology implementation.