Senior Manager Customer Service
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Senior Manager Customer Service

Qatar Airways

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Senior Manager Customer Service

Cosa comprende il lavoro



In this interesting role, you will be responsible for developing and enriching strategies related to Customer Service enhancements. You will be responsible to manage the relationship between QACC and its customers, as well as provide support for new contract negotiations, and deliver revenue and profitability improvement.  You will accomplish  business  development activities  by  researching  and  developing  marketing  opportunities  and  plans;  implementing  sales  plans and managing the sales team staff. You will also be responsible for establishing QACC as a leader in the Doha market and develop future sales portfolio in line with the business vision.

To achieve success in this role you will need to:

Strategic

  • Review and develop comprehensive strategies related to Customer Service enhancement and service recovery.
  • Develop strategies for the execution of cost-effective, ‘revenue-protecting' customer complaint solutions and service recovery actions.


Operational

  • Accomplishes marketing objectives by planning, developing, implementing, and evaluating advertising, merchandising, and trade promotion programs.
  • Ensures customer requirements are communicated to all operational stakeholders and implemented by the sales and marketing team.


Management & Leadership

  • Ensures a coordinated and comprehensive strategy is in place to ensure a seamless, consistent and personalized customer experience across the business, which are aligned with and support business objectives.
  • Using outputs from performance metrics, customer feedback, and market and consumer research, to ensure that KPls for customer contact departments reflect and anticipate changing customer needs.


Personal Development

  • Take responsibility for own ongoing personal development and growth of expertise.
  • Keep abreast with any market trends and developments


Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible.

Qualifications

You should have a High School Qualification / Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 12 years of job-related experience OR Bachelor’s Degree or Equivalent with Minimum 10 years of job-related experience.

Essential:

  • Executive Management - minimum 10 years of job-related experience required.
  • Minimum 5 years airline catering.
  • 5 years in a senior customer service management role.
  • Project Management experience.
  • Commercial acumen.
  • Track record of implementing change.
  • Team leadership experience in cross-departmental structures.


In addition, you will have the following job specific skills:

  • Excellent English Language skills - written and spoken.
  • Managerial skills - Ability to delegate work, set clear direction and manage workflow.
  • Strong mentoring and coaching skills.
  • Ability to train and develop subordinate's skills.
  • Ability to foster teamwork among team members.


About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We have grown fast, broken records and set trends that others follow. We do not slow down by the fear of failure. Instead, we dare to achieve what has never been done before.

Therefore, whether you are creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

How to apply

If you are ready to apply, please go ahead and submit your application by uploading your CV and completing our short application form.

Chiusa

Senior Manager Customer Service

Doha, Qatar

A tempo completo, A tempo indeterminato

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