Etihad Airways are embarking on a bold customer-centric agenda aimed at transforming customer experience delivery within the aviation industry leveraging new/emerging integrated digital technologies and channels. We are looking for an experienced talented who can be responsible for the development and introduction of guest amenities, equipment and spaces to deliver an exceptional guest experience on ground. Also responsible for the successful launch and management of the product lifecycle.
Develop ground (airports, lounge and transfers) products, spaces and equipment to support the guest experience and service concepts.
Evaluate market and product trends through industry benchmarking exercises and prepare comprehensive product briefs for RFPs/RFQs. Identify, new initiatives and opportunities that are innovative, sustainable and has ‘talkability’.
Identify opportunities for brand association/partnerships leveraging on brand value and equity to further enhance the guest experience.
Ensure all products, spaces and equipment developed meets all international, aviation health and safety as well as airport operational requirements and can be effectively and efficiently delivered.
Project manage/lead project teams and be part of development steering committee for introduction of new products and services in close co-ordination with Procurement, Guest Service & Delivery, Product & Guest Experience, Training, Catering, Finance, Facilities Management and other relevant stakeholders.
Lead and project manage end to end product development, budget, contract terms and communication plans for all product launches in tandem with the relevant stakeholders.
Manage and document all product information/product guides for reference and distribution to relevant stakeholders. Build a library/reference of product information and ensure this is constantly updated.
Ensure thorough investigation and evaluation of staff/guest/operational reports received on shortfalls in product availability/performance/quality that would potentially impact the guest experience.
Develop improvements plans as a result working with key stakeholders to ensure swift mitigation.
Lead product showcases/displays for both internal and external events ensuring all products are set to defined standards. Develop product display definition guidelines to ensure a consistent product display across all showcases.
EDUCATION & EXPERIENCE
Educated to university degree or equivalent
Minimum of 3 years’ experience in airport/ airport lounge/ hospitality operations in management capacity and/or product development/management in the hospitality, airline or airport fields.
Be knowledgeable in areas of airport and airport lounge operations, product design, materials, brand/ brand association and equity across multiple fields related to guest amenity, comfort items and/or dining equipment.
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 to bring “Abu Dhabi to the World”. Over the years, we have grown into Etihad Aviation Group, a diversified global aviation and travel company, which is one of the world’s most acclaimed industry brands.
Our airline flies to over 84 destinations with a fleet of over 100 Airbus and Boeing aircraft, serving 18.6 million passengers a year and carrying 682,000 tonnes of cargo in 2018.
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