Senior Manager, Ground Experience, Product & Design

Job Title

Senior Manager, Ground Experience, Product & Design

Reports To

General Manager, Customer Experience

Role Purpose

The Senior Manager, Ground Experience, Product & Design leads the strategic development and execution of customer experiences across all ground touchpoints for the Airlines Business. Responsibilities include designing end-to-end ground services, creating business cases, and implementing plans aligned with business objectives and brand standards. The role oversees key areas like check-in, lounges, boarding, arrivals, delay handling, and airport transfers across all group airlines, collaborating with stakeholders to meet KPIs and ensure timely delivery. Strong leadership is required to build a skilled team and ensure the highest standards of excellence in the customer journey.

Key Accountability

• Develops strategies for a seamless customer experience across all ground touchpoints, integrating them with the overall journey.
• Oversees the full product lifecycle, from identifying opportunities to testing and commercialization, with detailed recommendations and implementation plans.
• Aligns products with brand and business goals by using customer insights, market trends, and technology advancements through cross-department collaboration.
• Oversees deliverables for all airlines under the Group, ensuring unique CVPs, brand positioning, and offerings at all global stations.
• Collaborates with internal business units to ensure seamless journeys across touchpoints, gaining buy-in and ensuring operational readiness through pilots, POCs, testing, implementation, and evaluations.
• Monitors implementation timelines, tracks KPIs and performance, and adjusts strategies as needed for optimal outcomes.
• Stays updated on industry trends, consumer insights, competitor benchmarks, and best practices to maintain competitiveness and drive business growth.
• Leads and inspires the team to achieve the vision of an ideal customer ground experience, fostering a strong working culture aligned with corporate principles while enhancing productivity, efficiency, and teamwork.
• Identifies and provides training opportunities to upskill team members, ensuring they are equipped with both technical and soft skills required for success.
  
  

Qualifications & Working Experience

Degree in Business Administration/Marketing/Economics/Sales/Management etc. with more 13 years experienced in strategic and corporate planning, product development, sales and marketing with extensive cross-functional business interaction with in-depth understanding of financials.

Areas Of Experience

• Skilled in strategic planning and product management aligned with brand and business objectives.
• Strong financial expertise and business acumen for data-driven, commercial decision-making.
• Exceptional communication and collaboration skills to ensure smooth implementation.
• Creative, detail-oriented, and strategic thinker with problem-solving, multitasking, and leadership abilities to build high-performing teams and meet deadlines.
  
  

Personality Traits

• Curious and creative
• Resourceful
• Strong integrity
• Agile and adaptable
• Approachable and respectful
• Team player
• Self-motivated and self-driven

Job Title

Senior Manager, Ground Experience, Product & Design

Reports To

General Manager, Customer Experience

Role Purpose

The Senior Manager, Ground Experience, Product & Design leads the strategic development and execution of customer experiences across all ground touchpoints for the Airlines Business. Responsibilities include designing end-to-end ground services, creating business cases, and implementing plans aligned with business objectives and brand standards. The role oversees key areas like check-in, lounges, boarding, arrivals, delay handling, and airport transfers across all group airlines, collaborating with stakeholders to meet KPIs and ensure timely delivery. Strong leadership is required to build a skilled team and ensure the highest standards of excellence in the customer journey.

Key Accountability

• Develops strategies for a seamless customer experience across all ground touchpoints, integrating them with the overall journey.
• Oversees the full product lifecycle, from identifying opportunities to testing and commercialization, with detailed recommendations and implementation plans.
• Aligns products with brand and business goals by using customer insights, market trends, and technology advancements through cross-department collaboration.
• Oversees deliverables for all airlines under the Group, ensuring unique CVPs, brand positioning, and offerings at all global stations.
• Collaborates with internal business units to ensure seamless journeys across touchpoints, gaining buy-in and ensuring operational readiness through pilots, POCs, testing, implementation, and evaluations.
• Monitors implementation timelines, tracks KPIs and performance, and adjusts strategies as needed for optimal outcomes.
• Stays updated on industry trends, consumer insights, competitor benchmarks, and best practices to maintain competitiveness and drive business growth.
• Leads and inspires the team to achieve the vision of an ideal customer ground experience, fostering a strong working culture aligned with corporate principles while enhancing productivity, efficiency, and teamwork.
• Identifies and provides training opportunities to upskill team members, ensuring they are equipped with both technical and soft skills required for success.
  
  

Qualifications & Working Experience

Degree in Business Administration/Marketing/Economics/Sales/Management etc. with more 13 years experienced in strategic and corporate planning, product development, sales and marketing with extensive cross-functional business interaction with in-depth understanding of financials.

Areas Of Experience

• Skilled in strategic planning and product management aligned with brand and business objectives.
• Strong financial expertise and business acumen for data-driven, commercial decision-making.
• Exceptional communication and collaboration skills to ensure smooth implementation.
• Creative, detail-oriented, and strategic thinker with problem-solving, multitasking, and leadership abilities to build high-performing teams and meet deadlines.
  
  

Personality Traits

• Curious and creative
• Resourceful
• Strong integrity
• Agile and adaptable
• Approachable and respectful
• Team player
• Self-motivated and self-driven