Multimedia Manager (Contact Centre) - Emiratisation

Job description / Role

Employment: Full Time

Job purpose

With a strong focus on customer satisfaction, Emirates integrates modern communication channels to enhance service delivery across all touchpoints. The airline continues to set industry standards in operational excellence, sustainability, and digital transformation, ensuring that it remains a top choice for travellers worldwide.

Monitor the daily operation performance of all multimedia service channels.

In this role, you will:

• Take direct responsibility for the Emirates customer service experience for transactions handled in their contact centre. Manage and monitor multimedia performance to ensure customer transactions are delivered with the highest level of care, service level targets are achieved and adequate resources are deployed.
• Monitor social media interactions to determine when it is or is not appropriate to engage the brand in customer communications. Escalate service failures, risks, threats and consumer trends to relevant internal stakeholders and collaboratively agree on how best to engage with customers.
• Benchmark competitor activity to ensure that Emirates multimedia service channels continue to complement our brand strategy and goals. Report on findings on a regular basis to senior management and recommend improvements if necessary.
• Establish contact centre multimedia objectives, performance metrics and targets based on the strategy and KPIs defined by SVP R&CC. Provide fair, accurate and timely feedback to line management on the performance of resources assigned, effectively manage, coach, utilize and support assigned project resources to deliver to the best of their ability on time, budget and scope.
• Implement retail and contact centre multimedia strategy. Ensure successful (on time) delivery of assigned projects through coordination with all involved parties including business stakeholders, R&CC management and other Emirates Group departments. Responsible for inputting operational requirements for multimedia platforms. Assist in change management and operational implementation of new technology within the Dubai contact centre.
• Be a key contributor in defining the non-voice customer experience and adapting the Emirates way of communication for the contact centre environment in alignment with the manager R&CC.
• Establish rules of engagement for multimedia quality officers to manage the contact centres multimedia customer experience. Ensure adherence of deliverables as appropriate and this will require an in-depth application of expertise and engagement in specialist areas of multimedia.
• Manage contact centre back office team who handle DXB CC reservation queues (schedule change, medical cases, special seating requests, flight confirmations, and proactive dispersal communications to customers).
• Identify areas for partnership and collaboration with other departments to influence and improve customer experience, e.g. Skywards, Service Delivery, NCC, Corporate Communications, CASA.
• Support implementation of multimedia projects across other global contact centres where applicable, such as the launch of Weibo in China. Offer guidance and experience of implementations from the Dubai contact centre programs. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.

Qualification

To be considered for this role, you must meet the below requirements:

• Degree or honours (12+3 or equivalent) with 8+ years of experience in commercial/sales.
• Experience of contact centre operations management preferably with experience in non-voice communication.
• Strong people, team management and leadership skills preferably in a multi-cultural environment.
• Strong social media/digital knowledge with an understanding and passion for emerging digital trends and technologies.
• Working knowledge of contact centre procedures and methodology.
• Airline industry experience is a plus.
• Other languages besides English: Arabic written/spoken.

If you are successful, your recruiter will reach out to you with an offer and then our onboarding team will ensure a smooth transition to your new role at Emirates Group.

Salary & benefits

That's on top of transport benefits, life insurance and more. Find out what it's like to live and work in our fast-paced, cosmopolitan home city in the Dubai lifestyle section of our website.

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.

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