Cargo Customer Experience Manager (Emiratisation)

About the role

The Customer Experience 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. You will use customer insights and feedback to drive service enhancements, improve satisfaction, and support competitive differentiation.

Key responsibilities

• 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) programmes, leveraging insights to identify pain points and improve end‑to‑end journeys in partnership with Product, Operations, Commercial, and Marketing teams.
• Collaborate with Corporate Communications, Marketing & Brand to establish and maintain global customer experience standards, including visual and service guidelines.
• 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 by recommending best practices, providing guidance, and enabling teams across the network to strengthen ownership of 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 in developing and implementing customer experience initiatives with strong stakeholder engagement and project management capabilities.
• Experience managing cross‑functional initiatives and engaging stakeholders across multiple business functions.
• Preferred exposure to regional or global operating environments and familiarity with air cargo operations.

What we offer

• Attractive tax‑free salary.
• Generous travel benefits, including discounted flights and hotel stays worldwide.
• Excellent leave and healthcare package.
• Transport benefits and life insurance.
• Opportunity to work in a fast‑paced, cosmopolitan environment in Dubai.