Summary
We are seeking an experienced and dynamic Assistant/Section Manager for our Cabin Services department, focusing on Customer Experience. In this role, you will be responsible for enhancing and maintaining the highest standards of in-flight service and customer satisfaction while driving continuous improvement initiatives.
Job Description
Job Description: Asst/Section Manager, Cabin Services (Customer Experience)
Scoot Pte Ltd
Job Responsibilities
- Design & Manage Inflight Customer Experience Through Service Innovation
- Design inflight customer experiences aligned with Company's goals & befitting TR brand
- Ensure inflight service initiatives and introductions can be operationalised successfully
- Prepare and review SOP(s) to support introduction of inflight service and F&B and DutyFree initiatives
- Analyze cabin crew & customer feedback and business performance data to recommend and ideate strategies jointly with partners to raise customer satisfaction scores and drive ancillary sales revenue
- Ensure compliance with industry regulations and standards, conducting regular audits and assessments.
- Vendor & Stakeholder Management
- Manage vendor-partner relationships and facilitate cross-departmental collaboration to ensure operational excellence and explore opportunities to enhance inflight experience delivery
- Oversee procurement procedures for in-flight supplies and equipment to ensure operational needs are met
- Develop and implement introductory training materials for cabin crew using various suitable learning tools
- Innovation and Business Process Re-engineering
- Champion the use of digitalization and automation to optimize business processes and improve service delivery to internal and external stakeholders
- Lead business process re-engineering efforts to optimize procedures
- Sustainability
- Promote inflight sustainability initiatives and ensure alignment with internal and external stakeholders to Company's goals
- People Management
- Oversee and manage a team to develop exceptional inflight experience while ensuring daily operational standards are met
- Lead, motivate, and support team to increase employee productivity, engagement, and development
- Stay up-to-date with industry trends and best practices, and apply this knowledge to promote a culture of innovation and continuous improvement
- Manage Team's work plan & budget based on company goals to ensure team's key accountabilities are fulfilled
Job Qualifications
- Bachelor's degree in Aviation Management, Hospitality Management, or related field
- Minimum of 5 years of experience in the airline industry, preferably in airline cabin services or related customer experience roles, with at least 2 years in a leadership position
- Excellent communication and critical thinking skills
- Proven track record in stakeholder management and vendor relations
- Ability to manage and motivate a team in a fast-paced environment
- Strong documentation and SOP development skills
