Senior Customer Experience Manager

flyadeal
Jeddah
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsEducation: bachelorsSkills: ["Customer satisfaction improvement","Stakeholder management","Contract negotiation","Financial acumen","Digital CX innovation"]

Lead end-to-end Customer Experience for pre-flight, flight, and post-flight passenger touchpoints, ensuring a seamless, consistent, brand-aligned journey. Oversee daily activities across Commercial, Hajj, Umrah, and Charter flights, manage partner relationships, and negotiate catering/service contracts and SLAs. Design inflight and ground experience strategies, improve satisfaction and NPS alongside financial performance, and drive digital CX automation, personalization, and buy-on-board retail optimization.

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flyadeal
flyadeal
10 months ago

Senior Customer Experience Manager

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Last checked: 12 hours agoStatus: Live

Job Summary

Lead end-to-end Customer Experience for pre-flight, flight, and post-flight passenger touchpoints, ensuring a seamless, consistent, brand-aligned journey. Oversee daily activities across Commercial, Hajj, Umrah, and Charter flights, manage partner relationships, and negotiate catering/service contracts and SLAs. Design inflight and ground experience strategies, improve satisfaction and NPS alongside financial performance, and drive digital CX automation, personalization, and buy-on-board retail optimization.
Location: Jeddah
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Manage day-to-day customer experience activities across Commercial, Hajj, Umrah & Charter flights without compromising schedule or passenger experience
  • •Negotiate contracts and SLA deliverables with catering providers and service partners while ensuring compliance with GACA, IOSA/ISAGO standards
  • •Design, map, communicate, and deliver inflight and ground experience strategies aligned to the flyadeal brand
  • •Improve passenger satisfaction across the customer journey and drive Customer Satisfaction/NPS and financial performance
  • •Lead buy-on-board retail strategy and incorporate digital solutions, automation, and personalization to enhance customer touchpoints

Key Requirements

  • •Bachelor’s degree in Business Finance or a related field
  • •Minimum 8+ years inflight operations experience with an airline in a similar role and level
  • •Budgeting and P&L expertise
  • •Contract expertise with product suppliers, caterer, and third-party service providers, including SLA negotiations
  • •Knowledge of inflight operations including airline catering and cabin crew operations or cabin service design
Experience:8+ years
Education:Bachelor's in Business Finance
Skills:Customer satisfaction improvementStakeholder managementContract negotiationFinancial acumenDigital CX innovation
Tech Stack:Customer analytics

Company Brief

flyadeal
flyadeal is a Saudi low-cost carrier offering domestic and regional flights, focused on affordable travel options and high-frequency routes. It operates a modern narrow-body fleet and targets budget-conscious leisure and business travelers in the Middle East.
Industry: Airlines
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Government Funded
Headquarters: Jeddah, Saudi Arabia
Founded: 2016
WebsiteLinkedIn