Job Description
The Service Delivery group at Emirates is comprised of multiple business areas that are fundamental to our overall operations. These areas include Catering, Product, Retail, In-Flight Entertainment and Connectivity, Cabin Crew Management, Cabin Crew Centre of Excellence and Uniform Standards & Development. Each group is filled with passionate people who are experts in their field of work. Our Service Delivery teams play a key role in the success of our business and the growth of our brand!
We currently have an exciting opportunity for the role of Vice President of Cabin Services Procedures and Product Planning. In this executive position, you'll play a crucial role in shaping the overall customer experience by leading strategic planning, development, and execution of cabin procedures and onboard product offerings. Your leadership will ensure that our passengers receive world-class hospitality from the moment they step on board until they reach their destination. With a focus on innovation, continuous improvement, and customer-centricity, you'll have the opportunity to make a significant impact on our company's success and reputation.
Job Outline:
- Lead the continuous enhancement of the onboard Service and Product Experience and develop in-flight service standards this includes product CMF (Colour, Material, Finish) and pattern standards for all onboard products in collaboration with Corporate Communications, Marketing and Brand (CCMB).
- Lead the development and maintenance of product roadmaps. Responsible for the implementation of the design vision and lifecycle of onboard equipment, products, cabin interior and for all the projects related to the service experience and implements the brand hospitality vision throughout all guest touchpoints.
- Develop and enhance all Service Delivery standards and manuals for all guest services whilst maintaining an elevated level of knowledge of company policies and procedures, regulations, and Operations Specifications. Accountable for the highest service excellence and 7 stars standard.
- Drive the planning and coordination of onboard service experience initiatives, leveraging data driven insights and passenger feedback to continuously refine and enhance the overall travel experience. This involves analysing internal reports (CASA), market trends, identifying opportunities for improvement, and implementing initiatives to elevate customer satisfaction and loyalty.
- Partner with Service Delivery leaders (Cabin Crew Training, Cabin Crew Management and In-flight Entertainment, Connectivity and Retail) to ensure consistent and effective communication, alignment and support on enhancement and development of cabin procedures and product offerings.
- Collaborate closely with cross-functional teams to ensure seamless integration and execution of cabin product strategies to uphold the standards. Especially with introduction of new fleets and retrofit planning this includes lliaising with technical teams to ensure design inputs are feasible in terms of service, safety, quality control and commercial viability.
