Cargo Customer Experience Manager - Emiratisation

Emirates Group
Dubai
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsEducation: bachelorsSkills: ["Stakeholder management","Collaboration","Influencing outcomes","Analytical/problem-solving","Project delivery"]

Own and improve end-to-end SkyCargo customer experience across all touchpoints by designing proactive journey improvements and embedding customer experience frameworks, standards, and governance. Lead Voice of Customer programs with the C&CX Research team, translate insights into service enhancements, and partner with Product, Operations, Commercial, and CCM&B to establish global customer experience standards. Build organization-wide capability to strengthen customer ownership and decision-making.

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FursaFursa
Emirates Group
Emirates Group
1 day ago

Cargo Customer Experience Manager - Emiratisation

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own and improve end-to-end SkyCargo customer experience across all touchpoints by designing proactive journey improvements and embedding customer experience frameworks, standards, and governance. Lead Voice of Customer programs with the C&CX Research team, translate insights into service enhancements, and partner with Product, Operations, Commercial, and CCM&B to establish global customer experience standards. Build organization-wide capability to strengthen customer ownership and decision-making.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Own and shape the end-to-end SkyCargo customer experience by identifying and improving key journey touchpoints through proactive experience design and continuous enhancement.
  • •Define and embed customer experience frameworks, standards, and governance to ensure consistent, customer-centric interactions across the network.
  • •Drive Voice of Customer and customer insight programmes with the C&CX Research team to identify pain points and enhance end-to-end customer journeys with key SkyCargo functions.
  • •Collaborate with CCM&B to establish and maintain global customer experience standards, including visual and service guidelines.
  • •Champion a customer-first mindset by influencing leadership behaviours and embedding customer considerations into decision-making and operational planning.

Pay and Benefits

Perks:Health InsuranceLife InsuranceTravel AllowanceCommuter Benefits

Key Requirements

  • •Bachelor’s Degree or Honours with 8+ years of experience in Business Administration, Aviation, Logistics, or a related field.
  • •Experience in Commercial, customer experience, Sales, Project Management, or other related business functions.
  • •Proven experience developing and implementing customer experience initiatives with strong stakeholder engagement and project management.
  • •Experience managing cross-functional initiatives and engaging stakeholders across multiple business functions.
  • •Preferred: experience with Voice of Customer, customer satisfaction measurement, or customer journey mapping.
Experience:8+ yearsAviationLogisticsAir cargoCustomer experience
Education:Bachelor's
Skills:Stakeholder managementCollaborationInfluencing outcomesAnalytical/problem-solvingProject delivery

Company Brief

Emirates Group
The Emirates Group operates Emirates airline and related aviation services, providing passenger and cargo air transport, ground handling, and travel services worldwide with a large global network and integrated aviation operations.
Industry: Aviation
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Founded: 1985
WebsiteLinkedIn