Customer Experience Manager – Cargo (Emiratisation)

About the role

The Customer Experience Manager will lead the development and governance of SkyCargo’s customer experience standards, insights and improvement initiatives, ensuring a consistent, high‑quality experience across all touchpoints.

Key responsibilities

• Define and embed customer experience frameworks, standards and governance to deliver consistent, customer‑centric interactions.
• Partner with the Corporate & Customer Experience Planning research team to drive Voice of Customer programmes and translate insights into service improvements.
• Collaborate with Corporate Communications, Marketing & Brand to establish global experience standards and visual/service guidelines.
• Champion a customer‑first mindset, influencing leadership behaviours and embedding customer considerations into decision‑making.
• Build long‑term capability by recommending best practices, providing guidance and enabling teams across the network to own the customer experience.

Required profile

• Bachelor’s degree (or Honours) with 8+ years of experience in Business Administration, Aviation, Logistics or a related field.
• Proven experience developing and implementing customer experience initiatives with strong stakeholder engagement and project‑management skills.
• Experience managing cross‑functional initiatives and working with multiple business functions.
• Exposure to regional or global operating environments and familiarity with Voice of Customer, customer satisfaction measurement or journey mapping.
• Strong understanding of customer‑experience principles, service‑quality standards and continuous‑improvement practices.

What we offer

• Attractive tax‑free salary in a management role.
• Generous travel benefits, including discounted flights and hotel stays worldwide.
• Excellent leave and healthcare package, plus transport benefits, life insurance and more.