Date Posted: 18 June 2025
Company: Air Arabia PJSC (G9)
Location: Sharjah, United Arab Emirates
Job Type: Full-Time
Job Purpose
Air Arabia is hiring a Customer Relations Manager to lead the CRM function across all group operations. The role focuses on enhancing customer satisfaction, increasing engagement, and improving customer lifetime value. You will implement integrated customer management solutions that support the entire travel journey.
Key Responsibilities
- Develop and execute a group-wide CRM strategy in collaboration with key business units.
- Lead cost-effective, revenue-protecting complaint handling and service recovery plans.
- Work closely with Sales, Ground Operations, Contact Center, Ancillary Services, and Customer Experience teams.
- Standardize processes for managing customer complaints, communication, waivers, adjustments, and refunds.
- Build and maintain strong relationships with both internal teams and external stakeholders.
- Guide Customer Relations teams across all hubs to resolve complaints at every stage of the journey.
- Analyze customer data and group-wide reports to suggest improvements in services.
- Recommend and launch customer-focused projects that produce measurable results.
- Monitor KPIs such as average response time and service recovery costs.
- Collaborate with IT to define tools that support efficient service delivery and customer engagement.
- Evaluate and enhance team performance across all Customer Relations departments.
- Offer regular coaching, mentorship, and development opportunities to team members.
- Foster a performance-driven, engaged, and motivated team culture.
Qualifications
- Bachelor’s degree in Management, Communication, or a related field.
Experience Required
- Minimum 7 years of experience in a similar Customer Relations Manager role within the aviation industry.
- At least 2 years of team management or supervisory experience.
What You’ll Bring
- Proven leadership in customer relationship functions
- Strong project management and analytical skills
- Ability to lead cross-functional collaboration
- Solid understanding of customer satisfaction metrics
- Hands-on approach to problem-solving and service recovery
- A strategic mindset with a customer-first attitude
