MAIN OBJECTIVES

To set the strategy, manage and be accountable for Inflight Product Definition, Food & Beverage/Catering Operations, and Inflight Logistics & Planning within the Inflight Experience department.

To manage and control capital and recurring operational budgets within approved limits for the Inflight Experience department.

Ensure Gulf Air's Inflight Experience maintains the highest standards and supports the airline's customer experience and corporate strategic objectives.

Drive continuous improvement in customer satisfaction and NPS performance through strategic enhancement of inflight experience initiatives including product development, catering innovations, and logistics optimization.

MAIN DUTIES

Strategic Leadership & Management

1. Provide strategic direction and leadership to three direct reports: Manager Inflight Product, Manager Catering, and Manager Inflight Logistics.

2. Define and oversee strategic roadmaps for all functional areas in alignment with Gulf Air's customer experience strategy and corporate strategy.

3. Establish comprehensive KPI frameworks and evaluate performance across all three functional areas in collaboration with respective managers.

4. Evaluate NPS performance against established targets and translate customer sentiment data into strategic improvement initiatives across all functional areas.

5. Drive innovation initiatives across all inflight experience touchpoints to maintain Gulf Air's competitive advantage and industry leadership.

6. Develop and implement policies, procedures, and operational manuals for all areas within Inflight Experience in partnership with direct reports.

7. Control and manage departmental budgets with respective managers and Divisional Controller ensuring alignment with Gulf Air's annual financial targets.

8. Conduct regular performance reviews and provide guidance to direct reports and their teams.

9. Foster innovation and continuous improvement across all inflight experience touchpoints.

Inflight Product Management

10. Ensure constant flow of new service innovations, product concepts and amenities to improve Gulf Air's inflight experience.

11. Review and endorse new inflight products and services before submission for executive management approval.

12. Identify and develop product placement opportunities and strategic partnerships to enhance the inflight experience and deliver value to passengers.

13. Evaluate industry developments and competitor initiatives in inflight products and recommend strategic actions.

Catering

14. Oversee all catering design and operations to ensure standards meet Gulf Air requirements and support route needs with nutritious and appealing combinations.

15. Ensure inflight service delivery meets the highest standards per Gulf Air's vision and mission.

16. Evaluate catering performance across all stations and implement optimization initiatives while maintaining quality standards.

17. Support catering menu development ensuring alignment with customer experience and corporate strategic objectives.

Inflight Logistics & Planning

18. Oversee inflight logistics and planning operations to ensure continuous and uninterrupted material support within the Gulf Air network.

19. Set standards and evaluate inventory management performance to minimize holding costs while avoiding critical stock situations.

20. Approve inventory material purchase requisitions within established workflow and authorization limits.

21. Evaluate stock turnover performance and implement strategic measures to achieve optimal inventory management.

Cross-Functional Responsibilities

22. Represent the Inflight Experience department in cross-functional meetings and strategic planning sessions.

23. Ensure knowledge transfer and capability building across all functional areas.

24. Evaluate departmental performance and implement corrective actions as needed to achieve targets.

25. Coordinate with other divisions to ensure seamless integration of inflight experience initiatives.

EDUCATION & TRAINING

• Bachelor’s degree in a relevant field.

EXPERIENCE

• Minimum 7 years of progressive experience in the airline industry.

• At least 2 years in product development, service design, or customer experience roles.