Current Opportunities

QR14403 - E-commerce Service Policies Manager | Qatar AIrways | Doha

Organisation: Qatar Airways
Job Function: Commercial
Division: Commercial (Division)
Employment Type: Full Time - Permanent
City: Middle East | Qatar | Doha
Last date of application: 26-Mar-2017

Qatar Airways

Welcome to a world where ambitions fly high

From experienced pilots to dynamic professionals embarking on new careers, Qatar Airways is searching for talented individuals to join our award-winning team.

We take pride in our people—a dynamic and culturally diverse workforce is essential to why we are one of the finest and fastest growing airlines in the world.

We offer competitive compensation and benefit packages.

About Your Job:

As E-commerce Service Policies Manager you will ensures the 5-star customer experience and service delivery for Qatar Airways E-Commerce operations across all customer facing channels.  You will develop and manage the Ecommerce Customer Service Strategy to enhance service quality and E-Commerce support services. Your main accountabilities in the role will be:

  • Develop and manage online reservation, ticketing, payment and customer service policies.
  • Analyse customer behaviour and propose changes to optimise customer experience.
  • Implement and monitor service delivery KPIs across Ecommerce applications and channels.
  • Drive online self-service initiatives to ensure seamless experience across web and mobile Sales / Revenue Generation.
  • Map customer journeys and develop appropriate service delivery plans to increase online bookings and ancillary revenue.
  • Implement flexible policies to enable conversion improvement initiatives (e.g. abandoned cart).
  • Provide process and policy background for implementation of new payment methods including handling of payment failures, refunds and fraud
  • Monitor online sales reports and proactively propose service delivery improvements to drive sales / reduce costs.
  • Actively engage with key head office stake holders (Finance, IT, RM etc) to ensure E-commerce is the preferred distribution channel supported by all internal policies and procedures.
  • Organize workshops in the customer contact centres and head office departments on E-commerce processes


About You:

You must have a Bachelor’s degree or equivalent with a minimum of 7 years of job-related experience, specifically customer service experience in team leadership roles in the aviation industry. You must have thorough understanding of online booking and online payment technologies in the airline industry, experience in airline reservation and ticketing (Amadeus preferred), solid knowledge of core airline customer service systems and it’s applications
and good understanding of the airline distribution model, recent industry developments and airline revenue management principles.

You must be client focused and have good business acumen. You must have proven track record of leading major change. You must be able to work under pressure and able to adapt to a multi-cultural working environment. You need to have strong influencing and negotiation skills as well as ability to manage relationships across all levels within the organisation. Excellent communication skills is a key requirement.

Note: you will be required to attach the following:
1. Resume / CV

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