Job Description

Job Description: Asst/Section Manager, Cabin Services (Customer Experience)

Scoot Pte Ltd

Job Responsibilities:

1. Design & Manage Inflight Customer Experience Through Service Innovation 

- Design inflight customer experiences aligned with Company's goals & befitting TR brand

- Ensure inflight service initiatives and introductions can be operationalised successfully

- Prepare and review SOP(s) to support introduction of inflight service and F&B and DutyFree initiatives

- Analyze cabin crew & customer feedback and business performance data to recommend and ideate strategies jointly with partners to raise customer satisfaction scores and drive ancillary sales revenue

- Ensure compliance with industry regulations and standards, conducting regular audits and assessments.

2. Vendor & Stakeholder Management 

- Manage vendor-partner relationships and facilitate cross-departmental collaboration to ensure operational excellence and explore opportunities to enhance inflight experience delivery

- Oversee procurement procedures for in-flight supplies and equipment to ensure operational needs are met

- Develop and implement introductory training materials for cabin crew using various suitable learning tools

3. Innovation and Business Process Re-engineering

- Champion the use of digitalization and automation to optimize business processes and improve service delivery to internal and external stakeholders

- Lead business process re-engineering efforts to optimize procedures

4. Sustainability

- Promote inflight sustainability initiatives and ensure alignment with internal and external stakeholders to Company's goals 

5. People Management

- Oversee and manage a team to develop exceptional inflight experience while ensuring daily operational standards are met

- Lead, motivate, and support team to increase employee productivity, engagement, and development

- Stay up-to-date with industry trends and best practices, and apply this knowledge to promote a culture of innovation and continuous improvement

- Manage Team's work plan & budget based on company goals to ensure team's key accountabilities are fulfilled

Job Qualifications:



1. Bachelor's degree in Aviation Management, Hospitality Management, or related field

2. Minimum of 5 years of experience in the airline industry, preferably in airline cabin services or related customer experience roles, with at least 2 years in a leadership position

3. Excellent communication and critical thinking skills

4. Proven track record in stakeholder management and vendor relations

5. Ability to manage and motivate a team in a fast-paced environment

6. Strong documentation and SOP development skills