Senior Manager Guest Relations

Synopsis

At Etihad, we’re not just reimagining travel – we’re redefining what it means to deliver truly world-class service. Every journey matters, and from the moment a guest connects with us to the moment they arrive at their destination, we’re committed to creating experiences that are thoughtful, seamless, and memorable.

We’re looking for an inspiring and forward-thinking Senior Manager – Guest Relations to lead our global strategy and make a lasting impact on the way we support and care for our guests. This pivotal role will shape how we handle service recovery, guest feedback, and baggage experiences across all travel classes, driving transformation that puts people at the heart of every solution.

This is your chance to lead change, champion innovation, and create meaningful improvements by aligning technology, insights, and service excellence to elevate every interaction – and every journey.

Accountabilities

• Define and execute the long-term strategy for Guest Relations in line with Etihad’s brand and service promise.
• Lead transformation across complaints, digital engagement, and recovery models.
• Drive end-to-end performance of Guest Relations, Baggage Claims, Disruption Recovery, and Contact Centers, including internal teams and external BPO vendors.
• Define KPIs and SLAs to ensure service quality and operational efficiency.
• Lead the integration of customer insights into product and service enhancements across the business.
• Own the strategic relationship with third-party service providers (e.g., Teleperformance), ensuring service delivery meets contractual obligations and business expectations.
• Act as a senior liaison with internal departments (e.g., Airport Services, Network Ops, Legal) to address systemic guest issues.
• Lead, coach, and inspire a large, multi-location team including people managers, subject matter experts, and agents.
• Build leadership capability within the function and ensure development plans are in place for high-potential talent
• Oversee complex or high-profile complaint escalations, including those involving regulators, media, or executives.
• Represent the Guest Relations function in cross-functional crisis response and guest recovery programs.
• Deliver data-driven insights to the Executive Leadership Team on guest feedback, root cause trends, and service opportunities.
• Influence change through regular reporting and business reviews, using insights to shape customer experience strategies.
  
  

Education & Experience

• Degree level education preferred, and minimum of 10 years of relevant experience
• Knowledge and experience handling claims (preferred)
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

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