MAIN OBJECTIVES

To set the strategy, manage and be accountable for the following areas within Customer Experience: Cabin Interior Projects, Cabin Definition, IFE/Communications Content, Connectivity, Cabin Quality Assurance & Lounges Experience.

To Manage and control capital and recurring operational budgets within approved limit.

Maintain and define the brand values, identity and market positioning of Gulf Air to keep the airline up to date, competitive and in-line with overall goals / beliefs.

Overall management and leadership of major projects that arise on a regular or ad hoc basis such as but not limited to, re-brands, major events, route launches, and major sponsorship investments, including the key account management of external relationships engaged as a result of these investments.

MAIN DUTIES

Cabin Interior

1. Lead Cabin Definition Team

2. Accountable for the definition, development and implementation of cabin products for new and retrofit aircraft including seats, galleys, lavatories and cabin interior.

3. Define the strategic cabin products roadmap for new and existing aircraft taking into account GF’s branding, passengers’ profile, feedback on existing GF products, product consistency across the various fleet and competitors’ products.

4. Manage the development of product definition briefs for each class of cabin product and ensure that they are in line with the cabin product roadmap.

5. Seek management approvals for the implementation of the cabin products.

6. Plan, organise and manage the resources for the implementation of the cabin products.

7. Update management periodically on the progress of the cabin products implementation and ensure that management approvals for the key features of the cabin products are sought at various stages of the product development.

8. Ensure that the various cabin projects are properly managed so as to deliver the products on time, within budgets, and in accordance with GF’s quality standards and specifications.

9. Define & design the new aircraft galleys in accordance with aircraft seat configuration & service requirement

10. Control and manage the budgets with Divisional Controller ensuring the budgets are in line with Gulf Air annual setout limits.

Inflight Entertainment & Communications

1. Lead Inflight Entertainment & Communication Team

2. Lead IFE Strategy: Develop & oversee IFE/Communications plans & budgets.

3. Manage Content & Hardware: Ensure high-quality content & compatible hardware.

4. Drive Innovation: Implement cutting-edge IFE features for premium cabins.

5. Deliver Excellent Service: Train staff, resolve passenger issues, and provide customer support.

6. Optimize Operations: Monitor performance, find cost savings, and stay ahead of industry trends.

7. Brand Advocacy: Represent Gulf Air at conferences and promote IFE services.

Cabin Quality Assurance

1. Lead Cabin Quality Assurance Team

2. Ensure Cabin Standards: Inspect cabins for cleanliness, safety, and adherence to company guidelines.

3. Evaluate Crew Performance: Observe cabin crew and provide feedback to ensure exceptional service.

4. Monitor In-flight Services: Verify food, beverages, and amenities meet passenger expectations.

5. Identify Issues: Proactively identify and report potential problems with cabin equipment or procedures.

6. Maintain Documentation: Complete reports and audits to document cabin compliance.

7. Drive Improvement: Recommend changes to improve cabin operations and passenger experience.

Lounges:

1. Lead Lounge Management Team: Oversee staff for smooth lounge operation.

2. Manage Services: Ensure contracted teams (catering, hygiene) meet Gulf Air standards.

3. Premium Experience: Deliver exceptional service to premium customers.

4. VIP Handling: Organize premium experiences for VIPs on special charters.

5. Customer Care: Manage customer requests, complaints, and feedback.

6. Team Development: Lead, motivate, and develop lounge team.

7. Financial Management: Ensure accurate revenue reporting and maximize lounge revenue.

8. Operations Excellence: Monitor lounge operations, identify areas for improvement, and maintain high standards.

9. Compliance: Ensure lounge adheres to company policies and regulations.

10. Industry Benchmarking: Monitor industry trends to enhance lounge experience.

11. Brand Ambassador: Represent Gulf Air and strive for customer service excellence.

EDUCATION

University Degree.

EXPERIENCE

Minimum 10 years of airline industry experience, with exposure to the technical, commercial and service divisions. Minimum 2 years exposure in Inflight Cabin Definition & IF Entertainment and Communications.

JOB LEVEL

Senior Manager