Manager Travel Services
Qatar Duty Free
Location Doha, Qatar
منذ 6 يوم

AboutYour Job :

Drive directdigital performance growth, improve service standards and customer experienceby leveraging latest technology to implement and operate platforms and servicesthat re-define the traveller’s digital experience.

Build the service capabilities required for digital touchpointsespecially the mobile app to become travellers’ preferred booking, self-serviceand trip assistance tool along their journey and ensure a 5-star customerservice delivery.

Key Responsibilities :

  • Develop and maintain digital traveller servicedefinitions, scope and end to end processes for new and existing services.
  • Partner with cross-departmental leads alongcustomer journey to establish feedback channels in order to understand travellerstruggle points and expectations.
  • Build a platform capability roadmap for travellerservices by partnering with digital product and mobile application managers aswell as architects.
  • Identify and implement new technologies andcapabilities to allow product teams to leverage the latest innovation to createindustry leading traveller experiences.
  • Develop various services totarget travellers booking across various different channels and proposeincentives to help drive these travellers to direct digital touch points.
  • Establish priorities for implementation of newservices and enhancement of existing services by understanding business impact,expected value and customer research.
  • Review and analyse flight and non-flight services usageas well as loyalty activity to assess current platform usage, value andperformance.
  • Improve conversion and ancillary sales duringpre-trip and check-in by adopting personalisation techniques to increaserelevancy of offers.
  • Optimize online check-in and boarding proceduresby trailing digital solutions such as A / B testing and machine learning toefficiently gather traveller preferences and match to ground handlingrequirements and flight operations criteria.
  • Analyse on-board behaviour and traveller needsby reviewing crew and IFE logs and match to traveller profiles / personas todefine new potential interface opportunities.
  • Develop digital services and tools that enabletravellers to get accurate information at the key moment of baggage collectionto ensure a seamless experience and reduced anxiety by connecting data sourcesfor real time accurate information and triggering relevant notifications.
  • Create a smooth arrival experience to everytraveller to increase loyalty and repeat travel by developing a service structureand functionalities that recognise the differences and similarities between thevarious destinations, as well as different personas.
  • Perform other department duties related to his / her positionas directed by the Head of the Department.
  • About You :

    The applicant should have aBachelor’s Degree or equivalent.

    You must have minimum 8 years of job related experience.

    Should have excellent verbal and written communications skills. Also possessgood analytical, interpersonal skills and a proven team player.

    Required

  • In depth understanding of airlinesales, marketing and distribution mechanisms
  • Good understanding of ground handlingand departure control procedures
  • Experience inprocuring / developing / working with innovative, disruptive technologies such asmachine learning, big data, predictive / prescriptive analytics etc
  • Experience in working with customerdatabases and operational platforms handling large sets of transactional andperformance data
  • Solid knowledge of core airline systemsand applications
  • Previous experience in managing digitalproduct(s) preferably in the travel industry
  • Preferred

  • Formal training and certification on airlinereservation systems
  • Understanding and experience in agile productdevelopment
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