Customer Relations Manager-Airside Operations

<p><strong>Job Purpose</strong></p> <p>To manage customer relationships with all airlines, in relation to below wing activities (Turnaround, Baggage, Cargo &amp; ULD and Logistic), to ensure their needs and requirements are being met consistently, and achieve or exceed their quality expectations.</p> <p><strong>Lead&nbsp;&nbsp;&nbsp;</strong>&nbsp;</p> <p>Managing all aspects of customer airline relations by pro-actively identifying and resolving issues relating to airline customer experience.</p> <p>Lead internal communication related to customers and co-ordinate responses to airline requests, changes, safety incidents/ accidents and operational issues.</p> <p><strong>Execute&nbsp;&nbsp;</strong>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</p> <p>Implement customer service delivery standards and performance targets relating to the airside operation (with Quality and Commercial &amp; Business Development), and work with the management team to achieve these targets through business improvement.</p> <p>Pro-actively liaise with customer airlines to seek feedback on service delivery standards and performance targets relating to the airside operation. Identifies and recommends remedial action to resolve service shortfalls.</p> <p>Work closely with Commercial and Business Development to negotiate and coordinate on relevant areas of the customer airline SLA’s on behalf of the Airside Operation.</p> <p>Work with Airside Operation Management Team to identify trends, and communicate to relevant business units where changes are required in order to sustain and improve service quality and standards.</p> <p>Conduct regular meetings with Customers, Commercial &amp; Business Development and Quality Assurance to understand latest trends in customer compliments and complaints and finding solutions within the business unit.</p> <p>Work with DVP to define performance targets that reflect customer experience, and establish methods to measure and evaluate this performance.</p> <p>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.</p> <p>Role model for the desired safe behaviours, wear the appropriate PPE, lead with safety, seek opportunities to celebrate successes and achievements and challenge others when risks are seen.</p> <p><strong>Qualifications &amp; Experience </strong></p> <p>Qualifications:</p> <p>Degree or Honours (12+3 or equivalent)</p> <p>Experience:&nbsp;&nbsp;</p> <p>8+ yrs relevant industry experience preferably with a major airline or ground handling company</p> <p>&nbsp;</p> <p><strong>Salary &amp; Benefits:</strong></p> <p>We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. Besides generous travel benefits normally associated with an airline, this managerial role also has excellent leave, health care packages, accommodation and more.</p> <p><strong>About dnata</strong></p> <p>At dnata, our style of delighting customers is unique. That's why we attract the best people in the industry - people who can apply imagination to their work. We are growing quickly - and we are looking for people to join our global family of 20,000 employees. As one of the largest air services providers in the world, our services on the ground keep the world in the air.</p> <p>You'll find dnata in 38 countries offering customers our expertise in ground handling, cargo, travel, and flight catering. We believe in the power of our people - and we're always on the look-out for potential stars to help us deliver the promises our customers make. Be a part of our success story. If you want to join us, please visit emirates.com/careers to apply.</p> <p><strong>To Apply:</strong></p> <p>Please submit your application before 12^th December 2014 23:59 GMT + 4 hours</p>