E-Commerce and Mobile Manager

As E-commerce and Mobile Manager, you will facilitate the development of online products, systems and ancillary services to support Emirates Online Sales Development objectives in line with the overall commercial strategy, across all online channels including mobile sites and apps. This includes assessing and understanding areas such as product research, system development, customer usability, regulatory changes, business impact assessment, business case development and user requirements for these products and services. Project manage the implementation of all new products which are made functional in the web and mobile sales channels. Co-ordinate activity between representatives within Online Sales and with all relevant departments such as CCMB, Commercial, Revenue Optimisation, Skywards, Airport Services etc. to ensure all products, services and ancillaries are utilised to their full potential in order to meet applicable online targets set for the department.

In this role, you will responsible for:

GENERIC

• Lead the Online Sales Development product and systems strategy and vision in terms of creation, delivery and continuous improvement to support the differentiation of Emirates.
• Align the Desktop and Mobile channel with other direct channels to deliver customer transaction efficiencies by servicing them online.
• Conceive and implement short term and long term product programs for B2C, B2B, B2T and Mobile. Analyze the marketplace, competitors and customer behaviour to determine the most appropriate product feature sets.
• Gather and transform business requirements into product specifications and documentation (a credible business case, functional specification and a project plan), in tandem with Online Sales Operations.
• Facilitate implementation of an ancillary strategy and associated delivery capability for online and mobile, for both flight and non-flight related products, ensuring that all relevant departments inputs are included in the final delivery. Once delivered, continue to maintain, monitor and enhance the ancillary offering.

PRODUCT DEVELOPMENT

• Be directly involved in the product design (non-technical) throughout the project lifecycle through to deployment and on-going management. Document development requirements through the use of user flows and storyboards.
• Formalise and lead cross-functional stakeholder teams. Create and manage the product development project plans to ensure on-time product releases.
• Work with the online systems and operations team to ensure that call centres, sales teams and senior management are informed of E-Commerce developments and are fully able to exploit them.
• Be the `customer experience champion to ensure developments are end-user focused and take into consideration usability and appeal. Understand all aspects of online customer interaction and use this knowledge to drive measurable improvements in usability, conversion rate and delivery experience. Conduct usability studies to develop commercially tangible best-in-class customer experience improvements.
• Recommend and co-ordinate where necessary competitive analysis, customer needs analysis and market research. Monitor the success of all e-communication programmes and alter strategy as necessary.
• Maintain, interpret and communicate online performance measurements, consolidating insight from tools including Omniture and website surveys. Act as the knowledge expert in this area, ensuring that the wider team gain maximum value from online management information tools.

MOBILE DEVELOPMENT

• Manage the complete development cycle for commercial solutions within the mobile platform portfolio, in order to create new revenue streams, improve user experience and add additional self-service functionality, in-line with the Commercial Strategic Objectives.
• Establish coordinated cross-platform product development, enhancement, bug-fix and business process integration plans with the e-Commerce Product Development Team, e-Commerce Systems and Operations team, Corporate Communications, Emirates Skywards and Emirates Group IT.
• Influence innovation within travel m-Commerce and mobile technology market. Improve and expand the m-Commerce proposition through research. Focus on cost, benefit and customer impact for delivery of m-Commerce solutions. Develop `mobile only products and services to drive mobile specific ease-of-use, focusing on next generation user interfaces.
• Establish an m-Commerce specific Sales and Communication strategy with the e-Commerce Sales Development team, based on market trends, data analysis, personalisation and user studies, in order to reach an untapped segment of customers on-the-move.
• Develop and manage business relationships and negotiate commercial agreements and contracts with key commercial partners such as Apple, Google, and associated design and development agencies.
• Focus on future travellers and next generation user interfaces. Challenge convention to simplify processes in order to reduce transaction time and decrease customer interaction cost. Coordinate the internal stakeholders involved with cross-functional tools and manage the performance analysis in conversions, revenue and cost in line with the Commercial Objectives.

PRODUCT DEVELOPMENT

• Define and manage the implementation of new products and services on Emirates.com and all mobile platforms and develop strategies to implement new revenue streams or cost saving initiatives. Support the online and mobile product strategy for Emirates.com in order to increase the online channel contribution, drive conversion, define new trends and improve the customer experience.
• Coordinate implementation of all E-Commerce products and services with EGIT, Digital Communications and other internal and external stakeholders, ensuring that the defined commercial business requirements are being met.
• Manage the relationship with Digital Communications from UX / design to online content for all new products and enhancements. Understand all aspects of online customer interaction and use this knowledge to drive measurable improvements in usability, conversion rate and delivery experience. Conduct usability studies to develop commercially tangible best-in-class customer experience improvements.
• Define product KPIs and ensure that they are measurable through the various management information systems. Report on them on a regular basis to both internal and external stakeholders and provide high level recommendations.
• Build strong relationship with external vendors and commercial partners and manage the relationships to define long term strategic goals, ensure smooth project implementations and manage product support

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

• Degree in Business, Marketing, Strategy, General Management, or Travel/Hospital Management.
• Experience in Online/commercial sales, retailing or merchandising
• Advance understanding of ancillary products/services/systems, besides best practices in retail and merchandising would be an added advantage..
• Solid understanding of online sales and product development
• A good understanding of Behavioural Economics and how it applies to marketing by applying a data driven approach to all existing and future ancillary products
• Excellent communication and interpersonal skills taking an interdisciplinary approach to challenges and opportunities.
• Ability to identify product / project KPIs and conduct analysis to measure success of business objectives
• Ability to effectively manage competing priorities and deadlines, adapt and respond quickly to fast changing environment
• Knowledge of the airline industry is preferable
• Strong negotiating and influence skills.

At 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!

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 hotel stays around the world. 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.