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Senior Manager Customer Experience

Senior Manager Customer Experience (BBBH12773) Riyadh, Saudi Arabia

In partnership with our client, the first full-service airline to be launched in over 17 years, we are pleased to invite applications for the position of Senior Manager Customer Experience.

This position will be based in Riyadh, offering a unique and exciting opportunity to influence what will become the new standard of international air travel.
The role will see the successful candidate lead the customer experience team in developing, driving and continuously improve standards across the entire end to end customer journey. The candidate must be able to develop and implement workable solutions for best-in-class service design for both inflight and ground and ensure that these are translated appropriately into products, service processes and training programs.

There will be a strong focus on digital across customer touchpoints and utilising latest advances to understand, predict and improve offerings including delivering operational efficiencies.
The Senior Manager Customer Experience shall be responsible for the overall design and development of all service procedures onboard and on the ground for different sectors and flight profiles.

Key Responsibilities

  • Closely work with internal stakeholders to champion customer experience excellence through insight into the business’ brand strategy and brand platform, customer needs and operational constraints.
  • Lead the development of the customer experience product and service development offering through best-in-class practices and methodologies such as journey mapping, developing service skeletons, concepts, toolkits for the organisation.
  • Ensure continuously understanding of customer profiles a traveller needs and champion the needs of the customer.
  • Leverage the integration of latest technologies in customer relationship management, data intelligence to drive insights in customer intelligence to improve product and service offering.
  • Oversee the development of service standards and practices to provide frontline staff with clear, concise and rich guidance as to the on-the-job knowledge needed to deliver world class service to our customers. This will cover all aspects of service excellence from grooming, behaviour and mindset to service flow, customer interaction, dining service, product knowledge, operation of the cabin environment, service dialogue and service recovery.
  • Ensure that appropriate collaboration is undertaken for key product development stakeholders so that hard products such as seats, galleys, lavatories, food and beverage, lounges, check-in environment, boarding environment etc. meets the service requirements of the business.
  • Nurture a customer-centric team to continuously enhance service delivery through collaborative discussion demonstrating respect for diverse opinions and transparent feedback.
  • Ensure standards are appropriately captured and all interdependencies are aligned between frontline, safety, operational KPIs, hard product, network and reflects the brand drivers of the organisation.
  • Ensure changes to service standards and procedures are published in a timely manner and are communicated to relevant internal stakeholders
  • Develop grooming standards and monitoring programs to maintain the brand stature of the business.
  • Ensure that audit and mystery shopper programs are implemented to continuously monitor frontline staff performance.

Essential Criteria
Professional Qualifications

  • Bachelor’s Degree in Management, Marketing or any related field.
  • Post-graduation qualification an added advantage.

Professional Experience

  • Minimum of 7 years of professional experience with a strong background in the development of service design for both inflight and ground and should have led the successful implementation of new services across various aircraft types, route types.

Professional Competencies
· Strong proficiency in MS Office
· Strong understanding of cabin crew flight safety and operating environments.
· Extensive experience in learning design and training implementation.
· Extensive knowledge of aircraft types, galley loading and service equipment.
· Demonstrate strong change management, influencing, mentoring and coaching skills to manage team performance and workflow and to foster teamwork.
· Able to articulate customer experience needs into clear processes and practices.
· Strong appreciation and understanding of various customer demographics, psychographics and cultural diversity and interpersonal styles.
· Good interpersonal skills
· Strong sense of initiative and accountability
· High level of professionalism and work ethics
· Adaptability and desire to work in an evolving/start-up environment where policies and processes are being created
· Excellent verbal and written communication skills
· Able to deal with ambiguity
· Self-driven, able to build processes with a focus on execution
· Able to work in a consensus driven environment.
· Strong sense of initiative and accountability
· High level of professionalism and work ethics


  • Must be fluent in English


  • This is a full-time, permanent position and you must acknowledge the requirement to relocate should you be successful in the recruitment process.
  • You must be willing to sign a non-disclosure undertaking before we can discuss the role in any greater detail.
  • You apply in the understanding that you will be required to provide 2 professional references and a criminal record check should you be successful in the first stage of the recruitment process.

If you are interested in applying for this position and you meet the requirements, please send your updated CV to: Hannah Courtney at Line Up Aviation.