Associate Manager Passenger Experience

JOB PURPOSE

The position is crucial for ensuring the integrity and effectiveness of the Feedback Management System, which is vital for maintaining high customer satisfaction. By managing customer issues throughout their lifecycle, maintaining accurate correspondence data, and understanding customer needs, this role directly contributes to enhancing the overall customer experience. Additionally, the position involves executing surveys to capture the Voice of the Customer, developing problem-solving methodologies, and driving process improvements. Collaboration with stakeholders and adherence to ISO standards ensures a customer-focused approach that aligns with the organization's mission to create lifetime customers and deliver consistent, high-quality service.

ORGANISATION CHART

Head - Passenger Experience / CPEO --> Associate Manager- Passenger Experience  

KEY ACCOUNTABILITIES

Responsibilities    Key Performance Indicators (KPIs)
•    To keep track of All departmental MIS and update it on periodic basis/as and when required    •    MIS up to date 
         Aesthetics & Branding Standardization:
•    Undertake daily/scheduled audits and support Manager-Pax EX in collation of findings
•    Update observation status in the tracker periodically.    •    Daily/scheduled walkthrough Reports
•    Audit Trackers
Event & Décor Management 
Support Head- Pax Experience in below:
•    Ensure smooth execution of planned passenger experience events and airport decor as per the annual event calendar. 
•    Coordinate with Corporate Communication/ BD-Non Aero Team for Events and Décor Management for passenger engagement  
•    Ensure on ground coordination with various stakeholders for décor and events for material movement, tool permit, safety clearances, work permits etc. 
•    Ensure the safety norms adherence while execution of events and decors
•    Build a database for event management companies and ensure the highest quality of execution in close coordination with the vendor for Brand enhancement and passenger appreciations.

•    Ensure smooth execution of planned passenger experience events and 
    •    Adherence to the event Calendar
•    Seamless Execution of events 
Passenger Journey mapping and experience enhancement:
•    Observe gaps in current service delivery mechanism, review passenger requirements based on VOC (voice of Passengers), compare VOC vs VOB (Voice of Business) and infrastructure requirements to meet passenger expectations.
•    Must have Balance of Technology and Human Touch points.
Interact with Passengers during the full life cycle of the passenger Experience journey to ensure a positive Passenger experience.    •    Journey Mapping Tracker

Admin/ Misc Responsibilities:
•     Prepare and Circulate MOM of all cross departmental meetings like Passenger Ex Council Review meetings, Audit meetings etc.
•    Keep a record of all MIS and departmental Documentation.
•    Undertake any other miscellaneous requirements of the department    •    Timely PR/PO
•    No pending invoices

•    MIS up to date
Safety –
•    Ensure safety is incorporated in all processes, initiatives
•    Ensure safety is incorporated, monitored and managed in vendor contracts    •    Ongoing

KEY ACCOUNTABILITIES - Additional Details

EXTERNAL INTERACTIONS

• Coordinate with various Stakeholders like CISF, RAXA, concessionaires etc. for passenger experience initiatives /decors
• Coordination with External Vendors for events & Décor

Service Providers 

INTERNAL INTERACTIONS

Coordination with internal departments like Operations, Business Development, SPG and Finance for PR/PO and invoice clearances  

FINANCIAL DIMENSIONS

•Invoicing 
•PR/PO SAP Process  

OTHER DIMENSIONS

•Will be coordinating with GHIAL employees and outsourced employees   

EDUCATION QUALIFICATIONS

•Any bachelor’s degree (Preferably Hospitality)
•Event management 
•Knowledge of SAP modules
•Exposure to project Management will be an added advantage  

RELEVANT EXPERIENCE

•8-12 years of relevant experience 
•Having a fair understanding of event management and décor 
•Fair understanding of MS office
•Experience in the Airport Sector/ Airlines/Retail will be an added advantage.  

COMPETENCIES