Operational Manager Customer Experience

About the role

Emirates Holidays is seeking an Operational Manager for Customer Experience to lead and optimise the EKH Customer Experience teams. The role bridges ground travel services with the airline’s high‑quality brand, ensuring seamless service delivery across reservations, in‑resort concierge and crisis management.

Key responsibilities

• Manage daily operations of EKH Customer Experience teams to meet performance targets.
• Design, implement and project‑manage customer experience initiatives with a focus on CX and commercial outcomes.
• Analyse Voice of the Customer data and collaborate with internal stakeholders to drive continuous improvement.
• Maintain relationships with group operations partners such as Yalago, Arabian Adventures, central transport and marhaba.
• Oversee EKH Customer Relations, EK CASA & Skywards alignment, and the In‑Resort Concierge proposition.
• Lead the global crisis and disruption programme.
• Coach, develop and evaluate Reservation/Sales Officers and Team Leaders.
• Monitor call, email, face‑to‑face and revenue data to identify trends and recommend actions.

Required profile

• Degree or Honours (12+3 or equivalent).
• Minimum 8 years of commercial or sales experience, including managerial responsibility in a large, diverse contact centre.
• Experience in airline reservation/ticketing or travel‑related contact‑centre environments is advantageous.
• Knowledge of loyalty programmes, travel management and service operations.

Required skills