Description

The role is responsible for ensuring all Customer Experience related activities and future projects constantly reposition flyadeal ahead of its competition. The Customer Experience scope includes pre-flight, flight and post-flight interactions and touchpoints, ensuring a seamless, consistent, and brand-aligned passenger experience. 

Key Responsibilities

• Ensure that ongoing team activities for Commercial, Hajj, Umrah & Charter flights are managed day to day without compromise to flyadeal’s schedule or passenger experience.
• Negotiate contracts and SLA deliverables with catering providers and service partners, ensuring compliance with GACA, IOSA/ISAGO standards.
• Design, map, communicate and deliver strategies for Inflight and Ground Experiences that align with flyadeal’s brand, incorporating products and services.
• Improve and enhance passenger satisfaction at all stages of the customer journey.
• Manage buy-on-board retail strategy, optimizing catering menus, bundles, upgrades, and retail partnerships; track KPIs such as ancillary revenue per passenger and attachment rates.
• Incorporate digital solutions, automation, and personalization to enhance customer touchpoints.
• Deliver experiences that consistently improve Customer Satisfaction/NPS and Financial performance results.
• Act as the senior contact point for third party partners and other internal and external stakeholders to address, resolve operational challenges and ensure customer satisfaction.

Requirements:

• Bachelor’s Degree: Business Finance or related field
• Minimum +8 years Inflight Operations experience with an airline (fleet size 30) in a similar role, at a similar level.
• Previous LCC Inflight/Operations experience is a plus
• Budgeting and P&L expertise is essential
• Contract expertise is essential (product suppliers, caterer and other third-party service providers)
• Solid knowledge of Inflight Operations including airline catering, cabin crew operations and/or cabin service design. 
• Understanding of ancillary revenue performance, 
• Knowledge of digital CX innovation and customer analytics.
• Strong financial acumen.
• An awareness and understanding of airline catering contracts including demonstrated experience negotiating SLA’s and contract deliverables.