E-Commerce Distribution Controller

Job description / Role

Emirates Online Sales is responsible for applications on Emirates Web & Mobile platforms to support revenue objectives in line with the Emirates Commercial strategy. Our group works across different teams to develop web and mobile channels, products and services to drive ease-of-use, focusing on next generation user interfaces. This is a dynamic area of our business focused on innovation and modernisation of our best in class service!

The E- Commerce Distribution Controller will contribute towards the increased focus on direct channel revenue and the increased sales development of emirates.com in line with the overall commercial strategy, across all online channels including mobile sites and apps. This includes assessing and understanding areas such as
sales development, product research, system development, customer usability, regulatory changes, business impact assessment, business case development and user requirements for these products and services.

The successful candidate will coordinate activity between representatives within Online Sales team to ensure all products, services and ancillaries are utilised to their full potential in order to meet applicable online targets set for the department.

In this role, you will:

Generic -

- Contribute to the Web & Mobile products and services strategic vision and meet the online target objectives.
- Contribute to the flight and ancillary products technical definitions and designs. Collaborate with peer business & IT stakeholder groups for planning and delivering through the product lifecycle until deployment and provide on-going management.
- Promote direct sales strategy of Emirates in order to achieve distribution cost savings and generate incremental revenue.
- Coordinate with all necessary departments (including Commerical Operations, Local Station, Revenue Optimisation, Corporate Communications and Skywards) to assist in identifying online customer issues and pain-points with the aim of continually improving E-Commerce processes and systems ensuring these are utilised to their full potential in order to meet applicable target set for the department.
- Provide support on analytics and reporting for internal teams and wider organisation. Leverage insights to identify, evaluate business opportunities and contribute to the actions derived from the commerical analytics and the behavioural data to drive optimisation of current and any future e-commerce initiatives through tactical and/or strategic initiatives tying them closely with the commerical strategic priorities.

Specific - Product Development

- Support the E-Commerce and Mobile product strategy and vision in terms of e-commerce initiatives and continuous improvement to contribute towards Emirates commercial strategy and to create meaningful value for customers and all stakeholders
- Identify, implement, and manage new revenue streams and commercial business development relationships. Evaluate market opportunities and develop consumer proposition and business processes accordingly. Co-ordinate efforts between other stakeholders as required. Support strategies to support channel shift by increasing efficiency and usability of the online environment for booking and self-service.
- Identify opportunities to improve conversion, support the Conversion Rate Optimization team with ideas and inputs on AB testing strategy
- Develop and manage strong internal relationships to ensure the alignment of the online requirements with that of other distribution channels and other internal stake holders. Align the E-Commerce and Mobile channel with other direct channels to support operational efficiencies and service automation.
- Be a `customer experience champion to ensure developments are end-user focused. Understand all aspects of online customer interaction and use this knowledge to drive measurable improvements in usability, conversion rate and delivery experience.
- Conduct regular analysis of competitive offerings within the wider travel and online distribution industry. Also carry out regular pricing comparisons between benchmarked websites and emirates websites in order to highlight areas where Emirates does not have competitive fares.

Specific - Ancillary

- Manager performance reporting on Internet sales. Develop and maintain the monthly, quarterly, and yearly performance reports for the various regions and countries and support the team with varied requirements around analytics. Ensure all sales information is consistent, up to date, across all customer touchpoints.
- Collaborate with stakeholders to become the subject matter expert ensuring our new products and product revision requirements meet the objectives of the organization
- Analyse customer feedback around sale of ancillary products to continuously review product policies and processes with the objective to enhance customer experience and reduce complaints.

Specific - Emirates Holidays

- Support the EKH strategy in developing and growing online sales through identifying opportunities to optimize conversion rate and provide additional product differentiation across channels.
- Implement tactical and/or strategic initiatives tying them closely with the commercial strategic priorities and drive the global adoption and change management of technology driven operational improvements

Requirements

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

- Bachelor's Degree or Honours with 5+ years of experience within Commerical/ Sales
- Product: Experience in the Travel / Airline Industry, online distribution, travel tech in a Product /Customer Experience and/or E-commerce related capacity.
- Ancillaries: Commercial/Sales Research/Analysis
- Emirates Holidays: Experience in travel/ airline industry/ tour operator/OTA, Experience in travel tech product development

Knowledge/ Skills:
Product

- Preferably an understanding of mobile channels and customer experience
- Project management skills a must.
- Excellent and deep knowledge of airline customer journey processes preferable
- Strong analytical skills & ability to structure complex issues
- Great communication skills and ability to easily facilitate discussions and analysis between cross functional teams.
- Ability to adapt and respond quickly to a fast-changing environment.
- Knowledge of software development processes, dependencies and digital products
- Willingness to expand my comfort zone by sometimes leaving it

Ancillaries

- Knowledge of business and commercial processes relating to ancillary products and pricing.
- Working knowledge of reservation systems is highly desirable.
- Skilled in manipulating large and disparate datasets using various BI tools to support reporting and analytics requirements of the ancillary team.
- A good understanding of online sales and product development.
- Excellent communication and interpersonal skills taking an interdisciplinary approach to challenges and opportunities.
- Ability to effectively manage competing priorities and deadlines, adapt and respond quickly to fast changing environment

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.