Emirates Group

Lead the implementation and continuous enhancement of Emirates Contact Centre - BOM multimedia channels, including email, chat, and social media, within the assigned region and in coordination with global standards. Contribute to service excellence and operational performance by executing the multimedia strategy in alignment with the Emirates brand promise and business objectives.

Job Outline:

• Oversee customer interactions across all multimedia channels to ensure consistent delivery of Emirates? service promise. Monitor performance against KPIs, address service gaps, and ensure sufficient resourcing to meet operational and customer experience objectives.

• Govern engagement standards for written and digital interactions in partnership with CCMB and Customer Experience teams, ensuring tone, language, and content align with the Emirates brand and communication guidelines.
• Execute the Retail & Contact Centre multimedia strategy within assigned contact centres. Coordinate with R&CC management, EGIT, and relevant departments to deliver projects on time, ensuring operational readiness and smooth integration of new technologies.
• Set multimedia performance metrics and team objectives aligned with global KPIs. Provide coaching, feedback, and development support to ensure high standards of accuracy, productivity, and service delivery.
• Monitor customer interactions and feedback across platforms, identifying service risks, recurring issues, and emerging consumer trends. Escalate critical insights and collaborate with internal stakeholders to develop responsive action plans.
• Continuously benchmark competitor activity and best practices in multimedia contact management. Recommend process and technology enhancements that strengthen Emirates? customer experience and brand positioning.
• Support the implementation and alignment of multimedia projects across the global contact centre network. Share best practices, lessons learned, and ensure operational consistency and compliance with Emirates? service framework.

Position Based in India  - Mumbai 

Experience in Commercial/Sales/Operations

Knowledge/skills:

-Strong leadership and team management skills in a multicultural environment.

-Solid digital and social media expertise with a passion for emerging technologies.

-Good understanding of contact centre operations and processes.

-Airline or aviation industry experience preferred.

Degree or Honours (12+3 or equivalent)

Experience:    

   Commercial/Sales/Operations

Must have the right to work and live in India

Competitive salary