Senior Manager, Ground Experience, Product & Design

Job Title

Senior Manager, Ground Experience, Product & Design

Reports To

General Manager, Customer Experience

Role Purpose

The Senior Manager, Ground Experience, Product & Design leads the strategic development and execution of customer experiences across all ground touchpoints for the Airlines Business. Responsibilities include designing end-to-end ground services, creating business cases, and implementing plans aligned with business objectives and brand standards. The role oversees key areas like check-in, lounges, boarding, arrivals, delay handling, and airport transfers across all group airlines, collaborating with stakeholders to meet KPIs and ensure timely delivery. Strong leadership is required to build a skilled team and ensure the highest standards of excellence in the customer journey.

Key Accountability

1. Develops strategies for a seamless customer experience across all ground touchpoints, integrating them with the overall journey.
2. Oversees the full product lifecycle, from identifying opportunities to testing and commercialization, with detailed recommendations and implementation plans.
3. Aligns products with brand and business goals by using customer insights, market trends, and technology advancements through cross-department collaboration.
4. Oversees deliverables for all airlines under the Group, ensuring unique CVPs, brand positioning, and offerings at all global stations.
5. Collaborates with internal business units to ensure seamless journeys across touchpoints, gaining buy-in and ensuring operational readiness through pilots, POCs, testing, implementation, and evaluations.
6. Monitors implementation timelines, tracks KPIs and performance, and adjusts strategies as needed for optimal outcomes.
7. Stays updated on industry trends, consumer insights, competitor benchmarks, and best practices to maintain competitiveness and drive business growth.
8. Leads and inspires the team to achieve the vision of an ideal customer ground experience, fostering a strong working culture aligned with corporate principles while enhancing productivity, efficiency, and teamwork.
9. Identifies and provides training opportunities to upskill team members, ensuring they are equipped with both technical and soft skills required for success.

Qualifications & Working Experience

Degree in Business Administration/Marketing/Economics/Sales/Management etc. with more than 13 years of experience in strategic and corporate planning, product development, sales, and marketing with extensive cross-functional business interaction and an in-depth understanding of financials.

Areas Of Experience

1. Skilled in strategic planning and product management aligned with brand and business objectives.
2. Strong financial expertise and business acumen for data-driven, commercial decision-making.
3. Exceptional communication and collaboration skills to ensure smooth implementation.
4. Creative, detail-oriented, and strategic thinker with problem-solving, multitasking, and leadership abilities to build high-performing teams and meet deadlines.

Personality Traits

1. Curious and creative
2. Resourceful
3. Strong integrity
4. Agile and adaptable
5. Approachable and respectful
6. Team player
7. Self-motivated and self-driven