The Commercial Customer Relations Manager will manage dnata`s Case Management & Customer Success units (Customer Relation Management (CRM)) by implementing best practices policies and procedures within the Contact Centre and adopting operational performance skillsets and measures to drive successful customer performance to increase customer satisfaction.

Job Accountabilities

Plan
- Recommends improvements to CRM standards and procedures to ensure resource and operational efficiency
- Coordinates with training and development units on an ongoing basis to ensure CRM team is provided with the required training programs in line with their development plans
- Ensures training programs are delivered to the CRM team, resulting in demonstrable changes, and feedback is provided on program success
- Plans and develops new processes and ways of working to improve employee satisfaction
- Manages and ensures implementation of the CRM process to enhance efficiency and customer satisfaction

Lead
- Manage all aspects of customer airline relations by proactively identifying and resolving issues relating to airline customer experience
- Lead communication related to customers and coordinate responses to airline complaints, compliments, and operational issues
- Supervise the activities and work of direct reports by providing formal and informal feedback to ensure efficiency and in line with the individual\'s targets
- Manage the performance of direct reports to ensure that performance is measured against individual targets
- Provide coaching and guidance to the team on any operational and disciplinary issues to minimise shortfalls and customer inconvenience
- Communicate regular reports to all Contact Centre employees on the financial, service and quality performance of the Contact Centre against targets

Execute
- Implement customer service delivery standards and performance targets (with Quality), and work with each Business Unit to achieve these targets through business improvement
- Manage and monitor the dnata Customer Relationship Management (dnCRM) application. Ensure accurate analysis and proper action is taken on customer feedback. Highlight trends and make recommendations on procedural changes relating to customer care, service recovery and delivery at executive management meetings so that remedial efforts can be coordinated and channelized effectively
- Conduct monthly account management meetings with the local Senior Manager and relevant dnAOs operational departments to address the customer\'s operational issues. Plan and implement service recovery tactics, to improve the handling of customer complaints and service recovery initiatives
- Proactively liaise with Customers to report operational performance, customer complaints, and seek feedback on service delivery standards/targets, including identifying and recommending remedial actions to resolve service shortfalls
- Work with Business Units to identify trends and communicate to relevant teams where changes are required in order to sustain and improve service quality and standards
- Responsible for raising the profile of dnata with customers by providing transparent quality data and workable solutions to demonstrate a mutual interest in exceeding customer expectations
- Manage the daily operations for the contact center to ensure a smooth flow of operations objectives are consistently met
- Analyse KPIs (call, email, financial data, and reports) to determine trends and provide recommendations to optimise the process
- Manage all customer complaints, communications and escalations making important operational decisions involving processes and resolutions
- Oversees the cases and ensures that the case management processes are reviewed and amended in Salesforce
- Provide monthly, quarterly and annual Performance reports based on set KPIs (individually and department) and Customer contracts, indicating trends of key challenges (with Themes and Insights) and proposed corrective actions to prevent re-occurrences to stakeholders and Customers via Commercial Managers

- Bachelor Degree in a scientific field (Science, Business Administration, Commerce) Or
- Diploma in Business Administration / Aviation

Experience
- Airport Operations. Other

Knowledge/Skills
- Bachelor Degree Holder: 5-7 years of experience in a related field process improvement/contact center
- Diploma Holder: 6-8 years of experience in ground handling/airport operations and customer services
- Ability to listen, advise, counsel, influence and negotiate at all levels
- Strong communication and interpersonal skills
- Analytical, able to identify trends and offer solutions
- Advanced understanding of airlines customer service products (specific airport-related requirements)
- Proficient knowledge in aviation terminology
- Proficient Data collection and analysis Skills
- Proficient IT and Computer Literacy Skills
- English Language Skills
- Advanced Planning and Organizing Skills
- Advanced Communication Skills
- Advanced Quality Orientation Skills
- Advanced Budget and Cost Control Knowledge
- Advanced Writing Skills
- Advanced Supervisory Skills
- Advanced Customer Management Skills
- Advanced Safety Awareness Skills

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what\xe2\x80\x99s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays. Find out more about working with us in our website www.emirates.com/careers

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