E-Commerce Web & Mobile Controller - Systems & Ops

Job Purpose

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Emirates Online Sales is responsible for managing the Web and Mobile platforms in alignment with the airline’s commercial revenue objectives. The department focuses on developing digital channels, products, and services that enhance ease-of-use and deliver seamless customer experiences. With a strong emphasis on next-generation user interfaces, the team drives innovation and modernization across platforms. This dynamic function plays a key role in transforming Emirates’ digital presence and elevating its best-in-class service.

As E-Commerce Web & Mobile Controller, you will contribute to the development of Emirates Online Sales Development (EOL) and other department products, ancillary services and applications on Emirates Web & Mobile platforms to support revenue objectives in line with the Emirates Commercial strategy. This includes assessing and understanding business and systems requirements, product research, customer usability, regulatory changes, business impact assessment, business case and services development to support these products and services development. Co-ordinate activities between stakeholders of EOL teams (Sales, Products) as well as relevant departments (such as CCMB, RO, Skywards, EKAS etc.) to ensure all products, services and ancillaries are delivered and utilised to their full potential to meet applicable online targets set for the product or service. Project manage few initiatives in the technical/systems implementation of all new products and services on the Web and Mobile channels. Support the development of mobile only? products and services to drive mobile specific ease-of-use, focusing on next generation user interfaces. Focus on cost, benefit and customer impacts for delivery of solutions.

In This Role, You Will

• Contribute to EOLs (Emirates Online) Web & Mobile systems vision and strategy in terms of products (shopping, experience, payment, fulfilment and self service for core flights & ancillary offerings), tools, platforms and services, and continuously improve to deliver and power the Web & Mobile products and services strategic vision and meet the online target objectives.
• As SME & Business Project Manager, transform business requirements into functional and technical product specifications and documentation (business case, specifications, and project plan), and ensure implementation and delivery from IT and service providers.
• Contribute to the flight and ancillary products technical definitions and designs, and collaborate with peer business & IT stakeholder groups for planning and delivering through the product lifecycle until deployment and provide on-going management. This includes designing and maintaining EOLs ancillary products business rules and fares in the Merchandising Engine (FLX-M), as well as other products parameters in internal tools.
• Collaborate with IT (Architecture, Engineering & Service Management Teams) to ensure the requirements are balanced to deliver a scalable, user experience optimized, stable and performant technology product, that continually meets business needs, ensuring Non-Functional Requirements and system enablers are considered.
• Contribute to the EOL Web and/or Mobile initiatives Work Programme (both enhancements and projects) and their specific channels backlogs, help prioritise the features for delivery / release and support the release management plan.
• Support and continuously improve EOLs 40+ functional features enabled through the Internet Booking Engine (IBE), Manage My Booking (MYB), Online Check-In (OLCI) sub-components.
• Suggest and implement corrective, adaptive and proactive changes to achieve improvements in availability, performance and capacity of EOLs systems, applications and operations. In addition, streamline the incident management and support processes to minimise incident occurrences and reduction of recurring faults.
• Provide comprehensive support to EOLs customers by administering support to R&CC and other stakeholders in order to optimise online (IBE, MYB, OLCI, Redemption etc) passenger revenue and online customer service levels across EOL channels (Desktop, Mobile and Apps). Coordinate with all necessary departments (including Corporate Communications, Skywards, Finance, CASA and IT Support) to assist in identifying online customer issues and pain-points with the aim of continually improving E-Commerce processes and systems.
• Provide support on analytics and reporting for internal EOL teams and wider organisation. Leverage insights to drive optimisation of current and any future products through tactical and/or strategic initiatives tying them closely with the commercial strategic priorities.
  
  

Qualification

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

• Degree or Honours (12+3 or equivalent) with 5+ years of experience in Commercial/Sales (Other).
• Experience in an airline or Airline IT provider (must) or other Digital / E-Commerce environment Experience in developing Web and Mobile sites and Apps, including background using and managing advanced interactive technologies.
• Experience in an airline or an Airline IT provider, with knowledge of commercial and business processes related to airline reservation, fares/pricing and ticketing is desirable.
• Experience and proficiency in managing ancillary business rules via Merchandising engine (ideally FLXM) is required Experience in product development is desirable.
• Knowledge of airline practices and regulatory environments as they pertain to the Internet is desirable. Business Project management skills.
• A systematic and logical approach to problem solving and a capacity to work around problems. Ability to adapt and respond quickly to a fast-changing environment.
  
  

Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. 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

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. 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 www.emirates.com/careers.