Airport Experience Assistant Manager

Job Title
Assistant Manager, Airport Experience (Group Product & Design, CEX)

Reports To
Manager, Airport Experience (Group Product & Design, CEX)

Role Purpose
To proactively plan, develop, and conceptualize product innovation road map for airport & ground touchpoints; including customer experience products & offerings. The role is related to services benchmarking with customer insights & industry standards with the vision to become the preferred premium full-service airline delivering MH hospitality. Responsible for working with Business Units to plan, develop, project manage and implement new products services to enhance the customer experience in line with corporate aspirations.

Key Accountability

1. Develop and project manage new or enhanced products service offerings anchored on Customer Experience taking into consideration commercial, operational, and technical issues. Responsible for the development and overall management of all Malaysia Airlines Airport Experience at Kuala Lumpur, as well as at Malaysia Airlines destination stations.
2. Explore, identify new opportunities and innovate new products and services based on market trend and demand, including seasonal celebrations; and support (F&B related) catering partners and suppliers to continuously improve the standard of Malaysia Airlines airport experience offerings while optimising approved funds or costs.
3. Engage and work with BUs to evaluate and enhance current products services in order to offer products anchored on the customer vis-a-vis competitor airlines offerings from all customer touchpoints on ground. Engage vendors for requirements gathering, detailed work plan and direction to lead product development prioritization and enhancement plans.
4. Perform data analysis, market intelligence and benchmarking of competitors offerings for awareness of products needs/perspectives and planning purposes.
5. Engage with vendors for requirements gathering, detailed work plan and direction to lead product development prioritization and enhancement plans.
6. Leading the Airport Experience team by working closely with the Executives & Senior Executives.

Qualification & Experience
Diploma or Degree in Aviation Management, Airline Services Management Engineering, Business Management or Hospitality with a work experience of more than 5 years in Aviation field or related.

Skills & Knowledge

1. Project management, analytical and excellent communication skills. Familiar with market intelligence, competitive analysis.
2. Strong product knowledge in hospitality, customer experience and airline lounge management.
3. Able to conceptualise new ideas, align with business objectives and evaluate from a customer viewpoint.
4. Proven teamwork, people management and leadership skills.

Key Challenges

1. Scope of coverage is geographically spread out - efficient and effective project management communication are critical.
2. Ever changing needs of customer requirements coupled with increasing competition raises the need for constant upwards evolution of the product which requires continuous financial investment.
3. To ensure feasibility and consistency in customer experience across all Malaysia Airlines owned airport experience touchpoints.
4. To keep updated with current trends, customer behaviors expectations and latest technology.