Cabin Crew Performance and Engagement Manager

Synopsis

We are pleased to announce an exciting opportunity as Cabin Crew Performance and Engagement Manager within the Inflight performance and operations team located at CBC. You will be responsible for leading a team of cabin crew in order to deliver inflight service excellence in a sustainable and consistent manner. Through effective relationships with key business stakeholders, you will develop and implement employee engagement strategies. You will coach, motivate and develop the team to consistently deliver the “Etihad Brand” experience via the inflight service experience.

Accountabilities

1. Act as a service and engagement role model, coaching and developing the individual needs of each team member in order to create inflight service excellence.
2. Proactively develop cabin crew through targeted career progression modules ensuring both personal and career development plans are in place.
3. Develop a strategy for IPO events, forums and workshops to foster engagement with the cabin crew community.
4. Conduct Cabin Crew performance review process and prepare the necessary reports.
5. Partner with the Inflight Performance and Operations Officers to effectively address performance issues and ensure that robust plans are in place to improve performance.
6. Develop strong working relationships with key stakeholders and champion the crew voice back to the business – training, service delivery, guest relations, HR, EAMC etc.
7. Liaise with Manager Cabin Crew Operations, Manager CARE, Manager Cabin Safety and Manager Cabin Crew on high profile and confidential matters relating to cabin crew operations and welfare.
8. Ensure that all GCAA legislation and international safety, security and operation standards are consistently maintained through close liaison with Manager Cabin Safety Procedures.
9. Ensure thorough investigation and evaluation of any incidents and shortfalls in cabin crew performance including safety and service issues in line with company policy and best practice.
10. Strive to improve personal performance through learning, feedback and taking responsibility for personal development. Additional duties and responsibilities may be assigned by Head of IPO, as required.

Education & Experience

1. Degree from a recognized university or professional qualifications in business and people management desired.
2. Minimum of 10 years experience in the service industry. Flying experience is an advantage. At least 5 years in a management position in a major airline or in the hospitality industry specifically in the area of people management.
3. Minimum of 5 years experience in a people management role is vital.
4. Experience as operating cabin crew is preferred but not essential. Understanding of the challenges of a cabin crew role is mandatory.

Training & Knowledge

1. High standard of computer literacy (proficiency in Microsoft Office applications).
2. Understands the demands of managing a large multicultural work group in an airline or hospitality environment.
3. Good understanding and knowledge of airline safety, security, operations and cabin crew management.
4. Good project management skills.
5. Understanding of the culture and values of the UAE.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com