Reports To
Senior Manager, Product & Design
Role Purpose
Responsible for ensuring the overall customer experience through the airport, including terminal operations, ground transportation, and hospitality services. Additionally, they are responsible for identifying opportunities to improve the customer experience and implementing effective strategies to improve customer’s overall ground and airport experience to ensure that they meet the needs of customers and align with the overall brand strategy.
Key Accountability
- Develop and implement airport experience blueprint strategy to enhance the customer’s airport experience from pre-purchase up to the airport/gate experience.
- Analyze customer feedback, data and trends to identify areas of improvement and opportunities to optimize the airport experience
- Provide consultation in enhancing and improving the airline's overall products, platforms and channels, such as website, mobile app, and social media; as well as in-person improvement.
- Collaborate and communicate with cross-functional teams, such as marketing, IT, operations and customer relations, to ensure that airport initiatives align with overall business goals
- Continuously monitor and analyze the performance of digital channels and platforms, and make recommendations for improvements
- Stay up to date with airport trends and best practices, and ensure that the airline's customer experience presence is competitive and innovative
Qualifications & Experience
- Bachelor's or Diploma in Marketing, Aviation Management, or a related field with strong knowledge or background in marketing, customer experience, and aviation management
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Special professional certification: Certification in Customer Experience Management or Project Management is an added advantage
Years of experience: 2-4 years of experience in a customer experience or marketing role, with experience in project management, data analysis, and hospitality
Areas of experience: Customer experience management, aviation management, project management, data analysis, hospitality, and marketing
Personality traits: Strong communication and interpersonal skills, with the ability to work with cross-functional teams and external partners within the organization. Analytical and data-driven mindset, with a focus on continuous improvement and optimization of the airport experience
Innovative and forward-thinking, with a desire to stay up to date with airport trends and best practices and to ensure that the airline's customer experience presence is competitive and innovative.
