About the role
Job Purpose
Established in 1985 as the airfreight division of Emirates, Emirates SkyCargo is the largest international cargo airline in the world! We are looking for supply chain and logistics professionals ready to support Emirates SkyCargo as our organisation continuously increases it's cargo capacity and develops specialised products to meet the growing needs of customers.
The Customer Exp erience Manager will be responsible for SkyCargo's development and governance of customer experience standards, insights, and improvement initiatives to ensure a consistent, high-quality customer experience across all touchpoints. Uses customer insights and feedback to drive service enhancements, improve satisfaction, and support competitive differentiation.
In this role, you will
Own and shape the end-to-end SkyCargo customer experience by identifying and improving key journey touchpoints, with a strong focus on proactive experience design and continuous enhancement.
Define and embed customer experience frameworks, standards, and governance to ensure consistent, customer-centric interactions and high-quality service delivery across the network.
Work with the Corporate and Customer Experience Planning (C&CX) Research team to drive Voice of Customer (VoC) and customer insight programmes by leveraging insights to identify customer pain points, drive service improvements, and enhance end-to-end customer journeys in partnership with key SkyCargo functions, including Product, Operations, and Commercial teams, as well as Corporate Communications, Marketing & Brand department (CCM&B).
Collaborate with CCM&B to establish and maintain global customer experience standards (including visual and service guidelines), enabling consistent application through alignment and collaboration with stakeholders.
Champion a customer-first mindset by influencing leadership behaviours and embedding customer considerations into decision-making and operational planning.
Build long-term customer experience capability related to SkyCargo by recommending best practices, providing guidance and enabling teams across the network to strengthen ownership of customer experience at source.
Qualificatio…
