Cargo Customer Experience Manager – Emiratisation

About the role

We are seeking a Cargo Customer Experience Manager to lead the development and governance of customer experience standards for Emirates SkyCargo. The role will use customer insights to drive service enhancements, improve satisfaction and support competitive differentiation across all touchpoints.

Key responsibilities

• Define and embed customer experience frameworks, standards and governance across the SkyCargo network.
• Drive Voice of Customer programmes, identify pain points and partner with product, operations and commercial teams to improve end‑to‑end journeys.
• Collaborate with Corporate Communications, Marketing & Brand to establish global experience standards and visual guidelines.
• Champion a customer‑first mindset, influencing leadership and embedding customer considerations into decision‑making.

Required profile

• Bachelor’s degree with 8+ years of experience in business administration, aviation, logistics or related fields.
• Proven track record in developing and implementing customer experience initiatives, with strong stakeholder engagement and project management capabilities.
• Experience managing cross‑functional projects and working in regional or global operating environments.

Required skills

• Service quality standards
• Project management
• Continuous improvement practices
• Customer journey mapping
• Stakeholder engagement

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 and life insurance.