Inflight Retail Specialist

Primary Objectives

dnata Catering & Retail is contracted with an airline client to act as the Retail Management Partner for all commercial and operational aspects of the airline’s in-flight retail program.

The role of the Inflight Retail Specialist is responsible for the delivery of all contracted services in Singapore and across the airline client’s network. The position provides management and support for supplier partners and customer teams to ensure the supply chain and final mile performance consistently meet and exceed the airline client’s expectations.

The Inflight Retail Specialist is responsible for managing the safe and efficient delivery of the airline client’s in-flight retail program and supporting the Inflight Retail Senior Manager and team to continuously enhance operational excellence, profit performance, and customer satisfaction.

Specific Accountabilities

Management

• Coordinate and oversee service delivery across all operational areas relating to agreed SLA/KPIs.
• Communicate and monitor contracted SLA/KPIs with supply partners and caterers.
• Protect and manage all dnata and the airline client’s property, assets, resources, and brand reputation.
• Manage feedback, complaints, enquiries, and requests reported via the airline client’s in-flight OSCAR reports.
• Conduct audits, produce documented reports, and manage corrective action plans.
• Ensure Galley Loading Plan (GLP) revisions are completed and up to date.
• Ensure In-flight Catering Instructions (ICI) updates and revisions are distributed.
• Assist the Supply Chain Specialist and dnata Catering & Retail team with menu development.
• Assist Commercial, Financial, and IT/Systems teams with communications, audits, and data.
• Attend scheduled training programs.
• Deliver accredited door training programs.
• Be on-call as per an agreed schedule to support the JETCAT team – 24/7/365.
• Conduct airside and landside operational checks to ensure SOP adherence and corrective actions where necessary.
• Conduct station visits to assess operational compliance and provide training and support.
• Maintain a strong culture where all internal stakeholders receive relevant and accurate information in a timely and effective manner.
• Conduct familiarisation visits and tours of catering and manufacturing facilities for the airline client.
• Support the Inflight Retail Senior Manager as required.

General

• Ensure the Retail Management Partner team continuously improves contracted service levels for the airline client.
• Produce clear and concise management reports and data (weekly, monthly, quarterly, annual) to demonstrate that service levels are being satisfied.
• Contracted service levels include, but are not limited to:
  • Retail Management Commercial Performance
  • Contract Management & Reporting
  • Crew Reporting (OSCARS)
  • Quality Assurance
  • Regulatory Compliance
  • Operational Service Levels & KPIs
  • Ramp Safety Service Levels
  • Food Safety Service Levels
  • Aviation Safety (AVSEC) Service Levels
• Act as a role model for dnata Catering & Retail values by providing safe, reliable, and high-quality air services while maintaining a culture of imagination and respect.
• Maintain a complete understanding and adherence to dnata Catering & Retail policies and procedures.
• Perform additional duties as reasonably requested by Senior Management.

Key Performance Indicators

1. Ensure all work and projects comply with Company Standards and other Regulatory Standards.
2. Meet agreed timelines.
3. Complete all planned audits and other scheduled inspections.
4. Conduct regular training reviews and personal development planning.
5. Ensure document control across the airline client, dnata Catering & Retail, and suppliers is up to date.