Airport Experience Lead

Marabu Airlines OÜ

Detailid
Esmane info
Ettevõte

Description

You love to work in an international start-up environment, where you can build processes and procedures from scratch? You enjoy working on several topics simultaneously? You find it easy to understand how processes are reflected in software, yet you enjoy working with people and training them on these systems? Then come and join our start-up Marabu Airlines as Airport Experience Lead!

Your main tasks revolve around our departure control system (DCS) INK. You coordinate with airports, ground handlers and IT providers to expand our DCS implementation throughout our network. You have a good understanding of passenger handling processes and want to create a positive customer experience jointly with our ground handlers at the airport.

Main Responsibilities

Passenger Handling

Ensure our Passenger Handling processes are implemented and followed by our partners at the airport
Create and provide product training to our contracted ground handlers before season opening
Establish new processes jointly with the ground operations department to improve our customer experience at the airport
Contracting Lounge providers at all airport we operate from

Departure Control System

Managing the implementation & installation of our Departure Control System (DCS) INK and its correct set-up at the local airports
Ensuring our own DCS INK as well as local DCS contain all correct seat maps and configurations for our operations
Performing DCS training to contracted ground handlers
Expanding the check-in options, including online, baggage drop off, kiosk and mobile

Ancillary Revenue

Monitor the ancillary sales performance at the airport
Implement new products and services at the airport to increase the revenue income
Improve the sales performance at the airport through various measures

Overall: Analyze customer satisfaction results/customer feedback for the airport experience and use data to enhance the overall customer experience

Requirements

Professional experience: minimum of 2 years experience as check-in supervisor, passenger handling experience for an airline or similar
Knowledge of various departure control systems (e.g. INK, Altea etc.) and good understanding of their set-up
Experienced in creating and providing training to colleagues and third party providers
Customer centricity, with the ability to see and create processes from a customers point of view
Proven proficiency with MS Office
Excellent communication skills
Solution-oriented mindset, operational problem-solving skills
Creative Thinking
Structured working approach, ideally project management experience
Able to work collaboratively with internal & external stakeholders and business owners from across the corporation
Proven planning and organizational skills
Ability to influence and negotiate at all levels, both internally and externally
Willing to travel within our network
English (spoken, written)

Beneficial skills: