Operational Manager Customer Experience

About the role

Emirates Holidays, the tour operation of Emirates Airline, is looking for an Operational Manager – Customer Experience to lead its Customer Experience teams in Dubai. You will be responsible for driving operational excellence, commercial performance and continuous improvement across the EKH portfolio.

Key responsibilities

• Manage daily operations of EKH Customer Experience teams, ensuring targets for sales, service and quality are met.
• 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 stakeholders to drive continuous improvement.
• Oversee relationships with internal groups (Yalago, Arabian Adventures, central transport, Marhaba) and align EKH Customer Relations with EK CASA & Skywards.
• Lead the In‑Resort Concierge proposition, focusing on growth and ancillary sales.
• Directly coach, manage and develop Reservation / Sales Officers, conducting performance reviews and setting development plans.
• Monitor call, email, face‑to‑face and revenue data to identify trends and implement solutions.

Required profile

• Degree/Honours (12+3 or equivalent) with at least 8 years of commercial/sales experience.
• Managerial experience within a large, diverse contact centre; airline reservation or ticketing experience is advantageous.
• Knowledge of loyalty programmes, travel management and airline service operations.
• Proven ability to lead cross‑functional teams and manage crisis or disruption programmes.

Required skills

• Proficiency with mechanised reservation systems.
• Ability to operate manual reservation processes.

What we offer

• Attractive tax‑free salary in Dubai.
• Travel benefits including discounts on flights and hotel stays worldwide.
• Opportunity to work in a fast‑paced, cosmopolitan environment.