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Crew Liaison Manager

Alpha Group (Alpha Flight Services UAE)

Sharjah, UAE

Ref: QP966-62

Job description / Role

Alpha Flight Group Limited is a leading provider of innovative catering and retail services at several international airports. Alpha Flight Services UAE LLC is a dynamic food service company employing 500 employees, operating both business to business services as well as a wide range of generic branded consumer food and beverage outlets. This company is based at Sharjah International Airport.

We currently have an exciting opportunity that has become available for an experienced and qualified Crew Liaison Manager to join our successful business.

The position:
This role is responsible for all the activities and tasks between Air Arabia Crew and Alpha Flight Services UAE.

Responsibilities:
• Anticipate potential problems and take appropriate actions to eliminate or manage their impact.
• Identify opportunities to improve the service and proposing these to the relevant stakeholder.
• Establish strong working relationships and effective communication with managers / supervisors and key stakeholders across the organization.
• Identify opportunities to improve the service and proposing these to the relevant stakeholder.
• Establish strong working relationships and effective communication with managers / supervisors and key stakeholders across the organization.
• Create and maintain a strong culture where all internal stakeholders are provided with relevant and accurate information, delivered in a timely manner via a user-friendly method.
• Develop effective internal and external relationships to foster co-operation and commitment to delivering increased customer satisfaction.
• Improve customer service quality results by evaluating and re-designing processes and implementing change
• Plan, review and implement strategic action plans.
• Manage relationships based on clear KPIs supported by an effective review mechanism that drives ongoing process and operational improvement.
• Communication to Crew in regards to: New catalogue information, New Products, promotions, Air Arabia e-newsletter, Crew incentives plan, Crew Engagement, Training Video, promotions, customer service, product selling tips, product display and POS device messages.
• The touch point for all Air Arabia Crew engagement activities and sales training at all levels.
• Support menu development for Crew.
• Co-creation of Sky Café menu TV advertisement.
• Represent the Company, as required, at internal and external functions and ensure the company and its products and services are consistently presented in a strong and positive image.
• Coordinate and carry out effective communication with all relevant parties
• Work within budgets supplied by Management.
• Apply effective cost control measures.
• Plan and utilize resources efficiently and effectively.
• Implement Crew Training Schedule to improve on board Sales
• Maintain daily relationships with Crew and Crew Management
• Work with the Airline Management team, passengers and crew to generate sales growth.
• Take responsibility for all Crew Sales Guide Collateral
• Maintain relationships with Airline management staff where necessary
• Conduct Trainings for Air Arabia Crew in regards to: Crew days, Crew briefings, New product displays, POS device updates and Change roll outs
• Close cooperation with Air Arabia training team on training materials and crew training website content
• Implement Crew Engagement Training Plan and communicate incentives to improve on board Sales – Generate Selling Tip Guide.
• Train the Trainer for Crew Engagement by updating Crew Engagement Training material.
• Regularly schedule sessions with Crew Managers to ensure the Trainers have the latest information
• Work with Crew Managers on accessing Top Sellers
• Consistently project a professional, confident, controlled and customer service focused attitude and demeanour.

Requirements

• Degree or Honours (12+3 or equivalent)
• Previous experience as a Facilitator.
• The ability to create and write training programs.
• Previous experience of creating communication content.
• Previous Airline and or Crew experience would be an advantage.
• Flexibility to Travel when necessary.
• Ability to multi task, adhere to tight deadlines and work under pressure.
• A sound knowledge of Microsoft Excel, Word, PowerPoint.
• Relevant qualifications or experience in Training & Assessment.

About the Company

Making Travel Special is about knowing what customers want. We recognise that by serving our customers, we're also serving their customers. That's why we talk about the promises our customers make. In this way, we delight our customers and their passengers, even as we continue to challenge ourselves to become the most admired provider in the world.

We treat customers like they are our guests. And because they expect food to be good and wholesome, we maintain the highest global quality assurance standards. What's more, our teams of experienced, dedicated professionals go the extra mile to provide innovative, efficient and reliable services for every single one of them.

Over the years, we've become a global player. In the coming decades, we'll continue to transform our industry by staying true to our core values.

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