dnata is one of the world\xe2\x80\x99s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 30 countries across six continents. At dnata, we are by your side for the entire travel experience.

As a Commercial Customer Relations Manager, dnata (UAE Nationals only) you 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.

In this role, you will:

Plan

• Recommend improvements to CRM standards and procedures to ensure resource and operational efficiency
• Coordinate 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
• Ensure training programs are delivered to the CRM team, resulting in demonstrable changes, and feedback is provided on program success
• Plan and develop new processes and ways of working to improve employee satisfaction
• Manage and ensure 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?s 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
• Oversee 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

To be considered for the role, you must meet the below requirements:

• Bachelor\'s Degree or Diploma and 3 + 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
• 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

At dnata, part of Emirates Group, we\xe2\x80\x99re committed to providing our employees with opportunities to grow and develop in their careers. So if you\xe2\x80\x99re looking for a challenging and rewarding opportunity, apply today and join our team!

Recruitment Process and Timeline:

dnata, part of Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your product experience and your career aspirations. If you are shortlisted you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group. Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That\xe2\x80\x99s on top of transport benefits, life insurance and more. Find out what it\xe2\x80\x99s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careersJoin 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

dnata