Define and implement all strategic and operational aspects of the EK Retail & Contact Centres (R&CC) worldwide. The job holder will work with key stakeholders to ensure R&CC contributes significantly to the direct strategy of the organisation by building and nurturing relationships with customers, delivering a strong and personalised customer experience (via multi-channels including voice, chat, social media, retail shops, etc.), upselling and cross- selling high margin revenue whilst encouraging Skywards engagement and repeat business.
– Drive high margin revenue performance of R&CC offices by creating a solid sales culture and focusing on increased up selling and cross selling of products (e.g., ancillaries, EKH, DEX, etc.).
– Collaborate with key stakeholders (eg. Commercial Operation, Skywards, Emirates Online) , to develop the R&CC strategy and drive it forward with clear KPIs (for customers, financials, operations, employees) and agreed targets. To also drive the direction of multiple retail concepts (i.e., traditional, experiential) that are fit for each market.
– Define and implement a multi-channel strategy of connecting with customers and travel agents in their preferred choice – voice, social media, physical, etc.
– Drive engagement with customers and enhance relevance through personalised services, rewards, products, bundles, and experiences. Drive a focus on providing consistent customer experience and measure customer satisfaction to ensure the operation meets its corporate target.
– Ensure the implementation of the governance framework and commercial strategies in line with Commercial Operations to ensure effective delivery of Retail strategy and targets.
– Develop and embed new improvement strategies, and ways of working to maximise productivity, value and employee happiness, whilst minimising cost and employee attrition.
– Build a cohesive and high-performing team (e.g., via continuous development and training). Motivate and inspire management team and workforce to execute the strategy to perform at optimum level.
– Identify technologies to enable strategy and lead the integration and implementation of selected technologies in partnership with IT to ensure successful adoption.
– Identify and drive continuous cost efficiencies and the responsible budget management of R&CC to ensure budgeting practices are aligned with the defined global strategy.
– Continue to support other departments within the Emirates Group (e.g., SkyCargo, DEX) and identify new businesses that may benefit from the CC infrastructure. Consult and drive their introduction onto the platform and support the new business with services (manpower planning, forecasting, and scheduling, performance reporting).
Qualifications & Experience
– Customer Service.Call Centre : 12+ Years
– Degree or Honours (12+3 or equivalent) with emphasis on business, marketing or sales.
– Experience in airline or service industry of which a minimum of 5 years is as `functional head’ developing and implementing strategies.
– Thorough knowledge on the overall industry issues, trends, economics etc., with specific expertise in matters related to Contact Centres and related technologies, Reservation and Ticketing, Office management, Global Distribution Systems, Distribution channels and Reservations. Should be able to manage and develop budgets appropriately.
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