Manager Cargo Customer Experience

Job Purpose

dnata is one of the world’s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 30 countries across six continents. At dnata, we are by your side for the entire travel experience.

As Manager Cargo Customer Experience, you will be responsible for leading the development and implementation of customer experience strategies to drive loyalty, retention, and revenue growth for the cargo business. This role will focus on understanding customer needs, identifying areas for improvement, and collaborating with cross-functional teams to design and deliver exceptional customer experiences. This is a full-time role is based in our Dubai office.

In This Role, You Will

• Review Cargo mid and long-term business direction and objectives and provides recommendations for improvement in line with the dnata’s strategy and ensures achievement of objectives to promote the terminal operations.
• Customer Experience Strategy & Execution: Develop and implement customer experience strategies aligned with business objectives, focusing on key cargo touchpoints such as booking, tracking, delivery, and post-delivery engagement to drive satisfaction, loyalty, and revenue growth.
• Customer Insights & Market Intelligence: Collect, analyse, and interpret customer feedback, market research, and performance data to understand customer needs and trends. Use insights to inform decision-making and identify growth and improvement opportunities.
• Process Improvement: Map and continuously improve end-to-end customer journeys. Collaborate with operations, commercial, and IT teams to streamline processes and eliminate friction across all customer interactions.
• Contact Centre Management: Oversee daily operations of the call centre, email contact centre, and Calogi help desk, ensuring prompt, professional, and effective responses to customer inquiries and technical issues (Level 1 & 2 support).
• Billing & Revenue Management: Manage accurate and timely billing processes for both landside and airside cargo customers, including Calogi-specific billing and revenue activities, ensuring compliance with internal controls and financial standards.
• Performance Metrics & Reporting: Define, monitor, and report on key customer experience KPIs such as satisfaction, Net Promoter Score (NPS), resolution time, and retention. Provide actionable insights to leadership for continuous improvement.
• Digital Experience & Innovation: Support the enhancement of digital platforms (e.g., booking and tracking tools) and introduce innovative technologies and practices that improve the customer journey and streamline interactions.
• Customer Complaint & Service Recovery Management: Lead the resolution of customer complaints, ensuring empathetic, timely, and effective service recovery. Identify root causes and implement preventive measures.
• Stakeholder Collaboration & Communication: Work closely with internal departments including sales, marketing, operations, finance, and IT to ensure cross-functional alignment and effective implementation of customer experience initiatives.
• Budget & Culture Management: Manage budgets for customer experience initiatives and drive a customer-first culture through training, awareness, and recognition programs across the cargo organization.
  
  

Qualification

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

• Bachelor's degree or Honours in Business Administration, Marketing, Supply Chain, Aviation Management, or a related field.
• Minimum 10 years of experience in customer service, marketing, commercial operations within an Airline /logistics, Cargo/Ground Handling industry, or aviation sectors with proven success in leading customer-focused initiatives.
• Atleast 5+ years progressive in leadership roles, managing cross-functional teams.
• Experienced in leading teams, coaching, and people development
• Knowledge of cargo operations, customer service principles, logistics workflows, and industry trends
• Expertise in customer experience strategy, service design, NPS/CSAT, and VOC tools
• Knowledge of cargo billing, revenue systems, regulatory requirements, and SLAs
• Strategic thinker with data-driven approach to business improvement and customer value
• Proven skills in cross-functional project management, process improvement, and digital tools (CRM, Excel, PowerPoint)
• Effective communicator and influencer with strong stakeholder and team leadership capabilities
  
  

You Will Have An Edge, If You Have

• Certified Customer Experience Professional (CCEP) or similar certification.
  
  

At dnata, part of Emirates Group, we’re committed to providing our employees with opportunities to grow and develop in their careers. So if you’re looking for a challenging and rewarding opportunity, apply today and join our team!

dnata part of 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 our 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

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.