Retail Product and Operations Manager - The Emirates Group

Job Purpose: The successful candidate will work in conjunction with the Manager Emirates Retail to lead develop and implement the Emirates Retail product and operations strategy for all Emirates (EK) Retail offices across the network. The Retail Product & Operations Manager will oversee the customer experience and operations within our local flagship Jumeirah Town Centre branch EK retail stores and developing retail offices standards while ensuring compliance with the EK brand. Lead the retail stores transition to the new retail concept and oversee all operations including technology systems.

In this role you will:

• Work with the Manager Emirates Retail to lead develop and implement the retail customer experience for all EK Retail stores across the network both locally at our premier Jumeirah Town Centre branch and worldwide! This will also encompass customer experience design including Emirates product technology and people.
• Managing processes to directly and indirectly enhance revenue derived from ticketing and sales.
• Set and implement EK network store standards with the Manager Emirates Retail. The standard setting includes but not limited to visuals service delivery and processes.
• Work with internal stakeholders to ensure that the standards of EK are met and communicate the standards to the network retail stores. Monitor implementation of standards for all stores to ensure compliance to EK brand guidelines.
• Develop an outstation reporting method for EK standards to ensure regular reporting to the management and Manager Emirates Retail. Ensure all outstations reporting standards are compliant and any incompliance is reported and managed in a timely manner.
• Set KPIs for Retail customer experience which includes service delivery and all store processes. Work with all outstations to have all KPIs communicated and met on a regular basis.
• Support the Manager Emirates Retail in managing the implementation of the new retail concept which includes coordination with internal stakeholders and outstations.
• Work with internal and external stakeholders such as CASA Facilities Commercial Operations technology vendors and tourism entities to ensure that the EK product and customer experience is as per standard while also developing new ideas/products.
• Analyse retail customer experience and standards of other retailers and airlines to ensure that the EK experience is innovative and unique.
• Lead the retail stores transition to the new retail concept and support the outstation teams with the transition which includes customer experience standards training etc.
• Manage the product and operations team members in a highly effective way and ensure timely reporting and accountability in all retail strategy aspects.

Qualifications & Experience: To be considered for the role you must meet the below requirements:

• Bachelors Degree or Honours with 8 years experience in commercial/sales and research/analysis.