As a Product & Service Development Manager – Onboard, you will be responsible for Managing, developing, reviewing, evaluating, recommending and continuously improving onboard products and services. Provide ideas through innovative thinking, exploring and investigating other airlines onboard offering by reviewing current market trends within the industry and providing solutions or suggestions to the Line Manager to ensure that every onboard product and service delivery is above par with competitors.

Other Key Responsibilities Are

• Work with the Line Manager in defining business strategic direction for First Class, Business Class, The Lounge (A380) and Economy Class
• Research industry wide best practices and products by conducting physical and digital competitor analysis (bench marking) of leading airlines, cruise liners and hotels/hospitality providers, their in-house service delivery standards and provide recommendations for continuous improvement
• Work with the Line Manager to ensure that product and services are designed to be class compatible, staff friendly and customer centric according to various access policies and cabin class journeys
• Implement new lounge product and service concepts and enhancement plans for First Class, Business Class, The Lounge (A380) and/or Economy Class as directed by the Line Manager
• Collaborate with stakeholders and represent department/business in various Customer Experience projects to ensure all business requirements are captured and successfully implemented
• Use operational data, customer insights and lounge audit reports to innovate throughout the product and service development
• Maximise use of technology to enhance the customer experience
• Develop guidelines for product and service processes
• Recommend and discuss innovations and tactics to the Line Manager that promotes the business revenue and product portfolio, including e-commerce packages and other value added components
• Create presentations for product and service concepts and present to internal and external teams
• Develop memorandums, guidelines for service processes and construct Service Level Agreements with stakeholders
• Recommend and discuss innovations and tactics to the Line Manager that promotes the business revenue and product portfolio, including e-commerce packages and other value added components
• Ensure product and service synergies between ground, lounges and onboard
• Liaise with Operational Teams/Stakeholders in order to rectify lounge related issues and ensure that delivery of products and services are maintained as per the required standards
• Establish the department or teams objectives and priorities to align with and support business objectives
• Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed

About You

We are looking for a passionate and experienced professional to join the Product Development & Design Team.

• Minimum qualification of bachelor’s degree or equivalent is essential.
• 6+ years of job-related experience
• Experience within Airline / Travel / Luxury Hospitality industries
• Proven experience of product and/or service development.
• Previous experience of managing a team
• Understanding of cabin crew environment
• Proven experience in working in and collaborating with a culturally diverse team.
• Proficient in English language – Verbal, Written & Spoken