Head of Airline Product and Customer Experience

Beond

  • Dubai
  • Permanent
  • Full-time
  • 2 months ago
  • Apply easily
About us

BeOnd is a multinational game-changing boutique airline targeting scheduled leisure luxury air services with an all-premium-class cabin. All our aircraft are fitted with full-flat-bed seats with no compromise to the high-end experience.

Joining our team to be responsible for a fundamental change of attitude toward the inflight experience for the entire aviation industry by setting up a new standard in luxury upper class travel segment, we are looking for

Head of Airline Product and Customer Experience

Your Role

As Head of Product and Customer Experience you will report to Chief Strategy Officer and will be responsible for the entire value chain of our guests’ experiences, where the cabin just a minor part of it.

You will be tasked to define, set up and continuously improve the customers’ experience of our passenger in their entire journey, which could include the development of new tools, new ways of digital or traditional execution/activation.

You will:
  • Accountable for the planning, management and deployment of the full Customer Experience lifecycle.
  • Work proactively with upper management to define, recommend, management and structure our product offering (including all customer touchpoints) for individuals, groups and allotments;
  • Coordinate the product development process relating to the on-ground experiences, cabin product across all customer touchpoints in the cabin and manage all related to the product aspects;
  • Conduct research of the best practices and identify trends in luxury and high-end lifestyle and translate those into further innovation practices to be adopted by our airline;
  • Identify gaps in opportunities which are commercially viable, and which will enhance the product offering
  • Participate in development of the aircraft/cabin/seat/IFE/ streaming/connectivity products from concept to launch, including partnership and collaborations, vendor selection, creation of product specifications, artwork creation, production sampling, collaboration with internal stakeholders for operations;
  • Align the organisation to the Customer Experience KPIs and prioritise areas of weakness and opportunity.
  • Identify possible business solutions that can be integrated as part of the customer experience solution and ensure customer queries / feedback is actioned effectively.
  • Working together with Cabin Crew and training depts, pushing the identification and definition of crew work processes and service procedures based on product selection, design, and definition;
  • Develop, execute and manage contracts with related partners and vendors, including SLA management
  • Coordinate the review and selection of art and media and inflight shopping content;
  • Be responsible for achievement of targeted revenue streams related to the option cabin related product activities in coordination with financial and other commercial units (network and scheduling, sales, marketing and PR);
  • Develop and present to the management team on weekly basis the results and adjust to ensure brand recognition across the luxury travel community.
  • Own and champion the tools, integrate data from different departments, work closely with sales, IT and finance to ensure the experience becomes easier for our customers to interact with our various teams.
  • Work with Marketing in the preparation of all marketing content including – artwork, creatives, photography, videos, design, social media, in relevance with the marketing and brand calendar.
  • Perform Customer Experience Mapping by analysing business touch points in order to maximise commercial opportunities and ensure customer database is growing by direct outreach strategies.
  • Conduct post-campaign analytics for realizing recommendations for future CRM campaigns & drive the NPD process identifying marketable products, test with customers & launch.
  • Review, collect and analyze data related to travel trends and sales to provide insights for the development of marketing campaigns.
  • Provide in-depth specialist knowledge and training of the destination and associated featured products to all areas of the business as commercially or operationally required.
Your Profile:

Ideally, you have
  • Minimum 8-10 years’ experience as a Senior Product Manager in the airline industry.
  • Experience in making data-informed decisions (user testing, competitors and marketing analysis, defining metrics) and analytic tools (e.g., Mixpanel, Google Analytics)
  • Experience defining vision and strategy
  • Experience with Agile development methodologies including SAFe, Scrum and Lean Portfolio Management
  • Certified Product Manager (CPM), Agile Certified Product Manager (ACPM) or equivalent is desirable
  • Bachelor’s degree in International Business Management, Marketing or equivalent is mandatory
  • Experience of the full product cycle, integrating customer feedback into product requirements and driving prioritisation
  • Demonstrated success in defining, delivering and launching products
BEOND IS AN EQUAL OPPORTUNITY EMPLOYER

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