Non Flight Services Manager – Qatar Airways , Qatar

About the role
We have embarked on an exciting digital transformation journey to redesign and reinvent how we digitally interact with our customers. We’re experimenting with new technologies, techniques and approaches to achieve our commercial goals.
Drive direct digital performance growth, Improve service standards and customer experience by leveraging latest technology to implement and operate products and services that re-define the traveller’s digital experience while improving operational efficiencies , enriching data and expanding digital into all segments of customer journey.

To achieve our ambition we need you to share your skills and fresh ideas, this includes:
Develop and maintain digital traveller service definitions, scope and end to end processes for new and existing non-flight services.
Partner with cross-departmental leads along customer journey pre- and post-flight to explore areas where technology and data could be used or connected to digital commerce to drive customer experience and operational efficiency.
Prepare business cases and impact analysis of new non-flight digital services such as destination information or airport navigation, considering all stakeholders and various scenarios.
Monitor services usage and performance across digital touchpoints, use data to optimize processes and maximize value by mapping digital experiences along customer journey pre- and post-flight and developing metrics to identify quality issues and inefficiencies.
Benchmark digital services offering against key travel services competitors identify strengths, gaps and opportunities.
Understand airline reservation and loyalty technology stack in order to find ways to define non-flight services that travellers need.
Analyze usage of non-flight services such as destination content at different steps of the customer journey to understand and improve value and benefits.
Assess services updates and feature releases to determine impact on services that are already offered to travellers, and work with product teams to implement product changes when required and enhancements where possible.
Lead the functional evaluation and negotiation with potential new ‘vendors to help procure industry leading services that help to achieve traveller experience vision within budgeted rates.
Optimize return on investment on non-flight services by regularly reviewing services usage and proposing adjustments to contracted terms.
Conduct customer feedback and NPS surveys to understand customer sentiment and define future state expectations.
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make.
You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience.
You have the chance to be a part of our future, and build the life you want
while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we
dare to achieve what’s never been done before.
Together, everything is possible

Qualifications
About you
Relevant college or University qualification to minimum Bachelor’s level with 6 years of job-related experience
In depth understanding of airline sales marketing and distribution mechanisms.
Solid knowledge of core airline systems, flight management and applications.
Good understanding of digital services, experience working with open APIs to build products.
Experience in working with external vendors to manage relationship and maximize contract value.
Previous experience in managing digital products or services preferably in the travel industry.

Preferred Experience:
Formal training and certification on airline reservation systems.
Understanding and experience in agile product development.
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.
So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no
boundaries, and be part of a truly global community.

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