Manager Guest Relations & Service Excellence

About the role

The Manager Guest Relations & Service Excellence leads Etihad's Guest Relations and Baggage Claims teams, shaping the customer experience across the airline. Reporting to the Customer Care Leadership team, you will drive strategy, oversee vendor partnerships and ensure service recovery meets high standards.

Key responsibilities

• Develop and implement the Guest Relations and Customer Care strategy to deliver exceptional customer experiences.
• Manage the allocated budget for service recovery, ensuring compensation is fair, consistent and data‑driven.
• Oversee outsourced Teleperformance teams handling Baggage Claims and Flight Disruption, monitoring performance and quality.
• Coach, mentor and develop the Guest Relations supervisory team, fostering a culture of continuous improvement.
• Audit and evaluate Guest Relations Officers, providing feedback and structured development plans.
• Advise senior stakeholders on complaint resolution and influence policy enhancements.
• Handle escalations from executives, ensuring swift, accurate resolution and clear communication.
• Produce regular quality and performance reports for internal distribution.

Required profile

• Minimum 5 years (60 months) of experience in guest relations, customer care or related airline operations.
• Proven track record in managing vendor relationships and service recovery budgets.
• Strong leadership and coaching abilities with experience developing high‑performing teams.
• Excellent analytical skills to assess performance metrics and drive operational efficiency.
• Ability to communicate effectively with senior executives and cross‑functional stakeholders.

Required skills