Emirates Airlines - Head Quarters
Dubai - United Arab Emirates, United Arab Emirates
Aviation & Airline
As per Industry Standards
Dubai, United Arab Emirates
Dec 01, 2018
Job Posting Date:
Aug 01, 2018
To facilitate the development of ecommerce products, systems and ancillary services to support Emirates’ E-Commerce objectives in line with the overall commercial strategy, across all online channels including mobile sites and apps. This includes assessing and understanding areas such as product research, system development, customer usability, regulatory changes, business impact assessment, business case development and user requirements for these products and services. Project manage the implementation of all new products which are made functional in the web and mobile sales channels. Co-ordinate activity between representatives within E-Commerce and with all relevant departments such as CCMB, Commercial, Revenue Optimisation, Skywards, Airport Services etc. To ensure all products, services and ancillaries are utilised to their full potential and meet applicable online targets set for the department.
Job outline: - Lead the E-Commerce and Mobile product and systems strategy and vision in terms of creation, delivery and continuous improvement to support the differentiation of Emirates. - Align the E-Commerce and Mobile channel with other direct channels to deliver customer transaction efficiencies by servicing them online. - Conceive and implement short term and long term product programs for B2C, B2B, B2T and Mobile. Analyze the marketplace, competitors and customer behaviour to determine the most appropriate product feature sets. - Gather and transform business requirements into product specifications and documentation (a credible business case, functional specification and a project plan), in tandem with Ecommerce Operations. Systems & Operations - Conceptualise, plan and co-ordinate end-to-end delivery of E-Commerce projects, both Capex and Opex enhancements for website and mobile channels. Create and manage the e-Commerce and mobile enhancement work programme, prioritise the features for release and own the release management plan for the financial year. - Conceptualise the systems solution for new products, devise and execute implementation plan in liaison with EG-IT and other dependent stakeholders. Develop and support Internet Booking Engine functional modules such as Flights, hotels, Business Rewards, CUGO, Manage My Booking, Online Check-In etc. Ensure these systems are continually improved in terms of functionality and supporting them to achieve the revenue targets. - Managing IBE Operations and Systems Support by devising a fully resilient systems hosting infrastructure, mechanisms to ensure high availability and system performance to support Global Sales initiatives and Commercial goals to increase the channel Sales. To this effect, continually implementing corrective, adaptive and proactive changes to achieve improvement in availability, performance and capacity. In addition, streamlining the support processes to minimise incident occurrence and reduction of recurring faults - Devise a holistic Payment and Fraud Management Strategy which involves working on a structured process to manage online credit and debit card frauds/chargebacks for Emirates web and mobile channel customers and optimize sale generation at same time. Identify emerging fraud trends, develop strategies to mitigate these trends working closely with fraud management team. Design and implement credit card and popular alternate form of payments methods for web and mobile channels for existing and new markets to support E-Commerce sales. - Utilize Customer Experience Management tool (Tealeaf) to plan and model ‘events’ to uncover and estimate the impact of customer friction impeding the conversion process. Create dashboards and scorecards to drive issue investigation and provide business insight into key KPIs, site performance, and site health. Proactively identify and recommend opportunities for new events and reports that provide insight into customer experience - Account manage the Tealeaf event ecosystem by ensuring consistency and integrity of naming conventions and event descriptions. Educate and coach end users on the Tealeaf event model and how events have been implemented to help answer business and technical questions.
QUALIFICATIONS & EXPERIENCE
Commercial/Sales.Other : 8+ Years Degree or Honours (12+3 or equivalent) : In an IT, Business, Digital or related field Experience in an e-Commerce, product development or digital or IT/Systems capacity Knowledge/skills: Solid understanding of online product development, industry best practices, Knowledge of the airline industry, associated online products/services and systems would be an advantage, including an advanced understanding of the internet & E-Commerce. A systematic and logical approach to problem solving and a capacity to work around problems. Ability to adapt and respond quickly to a fast changing environment. Strong negotiating and influence skills
SALARY & BENEFITS
We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund and it has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1=Dh3.66. Besides generous travel benefits normally associated with an airline, this managerial role also has excellent leave and health care packages, accommodation, power and water paid for, along with transport benefits, life insurance and other employee benefits making the role attractive to high performers. By viewing the 'Dubai Lifestyle' section in the careers website you can also consider the many benefits of Dubai as a location to live and work in.We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund. It has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1= Dh3.66. Besides travel benefits normally associated with an airline, more information on employee benefits is available within the 'Working Here' section of this site. By viewing the 'Dubai Lifestyle' section in the site you can also consider the benefits of Dubai as a location to live and work in.We offer our employee's competitive remuneration packages, attractive travel benefits, and career development supported by multi-million dollar training facilities in Dubai, and e-Learning programmes for those seeking a long-term future in the Company.