Synopsis

Responsible for the end-to-end Passenger Experience (PX) and Customer Relationship Management (CRM) for Etihad Airport Services ensuring all services and activities undertaken are consistent with the strategic objectives of the organisation to become best in class for airports management and services.
Provide leadership and direction by setting and executing the Airport Service Quality (ASQ), Passenger Experience and CRM strategic objectives, standards and measurements in accordance with the international standards and the most modern technological specifications for Operations Division and orchestrate customer-centric-based benchmarking programs in partnership with Airport Council International. The role holder undertakes strategic planning and provides technical advice and guidance in future Passenger Service Quality and Experience development ensuring financial viability and technical proficiency within a standard operating platform.

Accountabilities

• Ensure that Etihad Airport Services provide services, products and facilities that are efficient and of the highest quality and standards to meet the passenger\xe2\x80\x99s needs and expectations
• Ensure that Etihad Airport Services\xe2\x80\x99 staff and the airport community are trained and efficient and delivering the highest quality of services in line with the standards set by the department
• Drive improvement of the passenger experience through the development of entertainment services and products for the Abu Dhabi Airports customers and conduct regular service evaluations and audits
• Lead and direct the Passenger Service Quality & Benchmarking Team (PSQ&B) in establishing procedures, processes and operational guidelines to ensure high standards and performance in the execution of Airport Service Quality Programs, audits and accreditations
• Develop a strategic foundation and framework for implementing an airport wide effort to measure, evaluate and improve customer satisfaction to meet/exceed annual targets
• Develop and oversee the execution of passenger experience and CRM short and long-term strategies, policies, standards and solutions for Etihad Airport Services.
• Create operational models for the passenger experience and CRM
• Create the budget for the Passenger Experience and CRM section in line with the Operations Division
• Establish the policies, processes and standards for Airports Terminal Operations
• Manage strategic outsourced services relationships in order to maximize short and long-term value for Etihad Airport Services
• Develop concept of operations and standard operating procedures and a set of data analysis methods, predictive models and decision support tools that allow information sharing, common situational awareness and real-time collaborative decision-making between airports, customers and stakeholders.
• Lead and continuously drive the Passenger Service Quality improvement initiatives and measures to safeguard the airport service level quality score utilizing ACI strategies /best practices and guidelines and evaluate the return on quality improvement initiatives to help the Airport maintain high scores and strong performance in the ASQ Programs, Accreditations and any other performance related programs.
• Identify and recommend to senior management strategic processes, procedures, policies, and matrices for future Customer Service and Performance Excellence Standard development within the airports ensuring collaboration with relevant stakeholders
• Provide a fully transparent mechanism to collaborate with airport users, business owners and stakeholders on ideas to improve the passenger experience
• Lead and address Customer Relationship Management and any potential passenger feedback channels, relationships and interactions with customers and potential customers and establish and use a reliable customer relationship management systems to capture passenger feedback and ensure those feedback are addressed on a timely manner
• Recommend training needs for subordinate(s) and evaluate the outcomes of training courses in coordination with the concerned human resources personnel to leverage resources and capabilities

Education & Experience

• A bachelor\xe2\x80\x99s degree in a relevant discipline.
• Relevant experience with at least five years in a leadership role at a ground handling organisation, airport, in the hospitality industry or in a similar division preferably in a similar environment.
• Excellent interpersonal and communication skills, both verbal and written.
• Exceptional problem-solving abilities and the ability to remain calm under pressure.
• Outstanding leadership and management skills, with the ability to motivate and inspire a team.
• Proficient in using customer service software and computer systems.
• Availability to work evenings, weekends, and public holidays as required by the business.
• Strong attention to detail, ensuring accuracy in all aspects of customer experience.

About Etihad Airport Services

Etihad Airport Services Ground is the sole ground operations handler at Abu Dhabi International Airport. EASG handles a wide variety of ground functions at the capital\xe2\x80\x99s international airport, from passenger check-in and boarding to baggage handling and aircraft services. All operations are centered around its three main prerogatives: safety and security in all its functions, world class operations for all customer airlines through maximum efficiency and a world class customer experience for all visiting and transiting guests.

Etihad Airways