Customer Relations and Tracing Manager

About the role

The Customer Relations and Tracing Manager will lead dnata Cargo’s customer relations and tracing activities, enhancing relationships with principals, cargo communities and customers. The role focuses on improving complaint handling, service recovery, and overall service quality.

Key responsibilities

• Develop and execute a division plan covering complaints, surveys, service recovery and improvement aligned with Cargo objectives.
• Enhance the Customer Call Centre to provide online support for all services and queries.
• Drive quality system initiatives for complaints and surveys to embed a Total Quality Management culture.
• Ensure safety briefings, compliance with safety policies, and promote safe behaviours.
• Implement SLA changes, prepare accurate daily operation reports, and manage departmental objectives and staff performance.
• Lead cargo customer tracing systems, process mishandling claims, and manage claim escalations with senior management.
• Build and maintain relationships with principals and cargo trade to increase client satisfaction.

Required profile

• Bachelor’s degree in Commerce, Business Management or Supply Chain Management.
• 8‑10 years of experience in ground handling/cargo operations, including at least 2 years in Customer Relationship Management.
• Proficient knowledge of ground handling, dangerous goods acceptance, special load handling, airline cargo tariff, air transport rules and regulations, and IATA regulations.

Required skills

• Ground handling and dangerous goods acceptance
• Special load handling
• Airline Cargo Tariff and Air Transport Rules
• IATA regulations and airline policies
• Customer SLAs and policies (dnata, Emirates, dnata Cargo)
• Budget and cost control
• Advanced IT and computer literacy
• Advanced safety awareness

What we offer

• Attractive tax‑free salary in Dubai
• Travel benefits including flight and hotel discounts worldwide
• Opportunities for career growth within the Emirates Group