The E-commerce Senior Manager is responsible for improving the user experience with technology intervention and automation between the time of booking and day of travel and beyond by leveraging latest technologies to redefine traveler's digital experience while improving operational efficiency, enriching customer data and expanding digital into all segments of the digital touchpoints by demonstrating high degree of collaboration and leadership.
Key Responsibilities
- Define and execute the overall Product Road map and Strategy.
- Monitor the performance of all Direct booking channel systems ensuring optimal performance and availability.
- Oversee team Managing relationship and contracting with vendors providing digital solutions and ecommerce products.
- Ensure all system settings are up to date and fully support operational and commercial objectives and policies.
- Ensure achievement of e-commerce revenue and channel share targets.
- Benchmark digital services offerings against key travel service competitors identify strengths, gaps and opportunities.
- Work effectively to support project timelines for the implementation of new products and services.
- Assess services updates and feature releases to determine impact on ecommerce product and allied services that are already offered to travelers, and work with IT project teams to implement product changes when required and enhancements where possible in conjunction with vendors for timely delivery.
- Optimize return on investment on travel services by regularly reviewing service usage and proposing adjustments to contracted terms.
- Ensure that commercial and operations departments are aware of new and innovative technologies and recommend how these can be utilized to the company's competitive advantage.
- Develop and implement strategic plan surrounding flyadeal's future merchandizing and retailing platform strategy including re-structuring of current channels, New Capability, and other alternative options.
- Generate revenue by improving purchase intent leading to conversion and improving overall retention.
- Continuously build A.B experiments onsite to improve user experience with the team.
- Strategize the usage of fare marketing platform, Search engine optimization, content optimization, off-site optimization.
- Identify ways and ideas to cross sell and upsell products and services in the booking flow and post purchase.
- Maintain target conversion rate and uplift from optimization initiatives.
- Support other departments, Revenue management and Marketing by providing them with the needed tools/data/information to reach collective goals.
- Serve as escalation point for the resolution of elevated customer service issues and work with internal and external stakeholders to actively resolve customer conflicts and issues.
- Manage own departmental cost budget ensuring as low as possible.
- Work with Commercial team to achieve overall revenue budget and market share targets.
- Prepare business cases and impact analysis of new digital travel services such as ancillary products or payment enhancement or Travel insurance integration, considering all stakeholders and various scenarios.
Requirements
- Bachelor's degree or equivalent in a relevant field / master's degree Preferred.
- 10+ years of experience in the airline industry in ecommerce/product management/CRO functions.
- Working experience in an LCC product/ecommerce/IT team.
- Experience with core airline reservation systems, Navitaire PSS solution.
- Fluent in information technology and cutting-edge commercial applications that lead the way not just in aviation but other market sectors.
- Working experience within the Middle Eastern market.
- Retailing system technologies viz, customer data platforms, omni channel communication, data monetization and latest industry trends
- Advanced knowledge of the ecommerce products viz., /CMS/Internet booking engine/mobile app with an emphasis on the monetization of user interfaces with technology intervention.
- Familiar with analytics and reporting
- Practical knowledge of ROI optimization
- Project management skills.
- Negotiation/Influencing
- Decision Making
- Problem Solving
- Business Acumen
- Collaboration and Leadership
