Cargo Customer Experience Manager – Emiratisation

About the role

Emirates SkyCargo is seeking a senior professional to lead the development and governance of customer experience standards across its cargo network. The Cargo Customer Experience Manager – Emiratisation will use customer insights to shape journey touchpoints, drive service enhancements and support the airline’s competitive differentiation.

Key responsibilities

• Own and continuously improve the end‑to‑end SkyCargo customer experience, focusing on proactive design of journey touchpoints.
• Define, embed and govern customer‑experience frameworks, standards and guidelines across the network.
• Partner with the Corporate & Customer Experience Planning research team to run Voice of Customer programmes and translate insights into actionable improvements.
• Collaborate with Product, Operations, Commercial and Marketing & Brand teams to ensure consistent application of global experience standards.
• Champion a customer‑first mindset, influencing leadership behaviours and embedding customer considerations into decision‑making.
• Build long‑term capability by recommending best practices and enabling teams to own the customer experience at source.

Required profile

• Bachelor’s degree or honours in Business Administration, Aviation, Logistics or a related field.
• 8+ years of experience in commercial, customer experience, sales, project management or related business functions.
• Proven track record of developing and implementing customer‑experience initiatives with strong stakeholder engagement.
• Experience managing cross‑functional projects in a logistics or aviation environment.

Required skills