Emirates Group

At Emirates, our retail and contact centres operate globally! Our international teams play a crucial role in representing our brand, and providing our customers with up to date information regarding our range of products and services. Working with our team means that you serve as a primary means of communication and are often a first point of contact for our valued customers!

As Vice President Contact Centre Strategy & Planning you will be responsible for leading the global strategy and customer engagement of Emirates (EK) Contact Centres, transforming the channel into a powerful driver of revenue, loyalty and brand distinction. In addition to this you will champion a unified, omni-channel experience across voice, chat, messaging, social media, and retail environments, ensuring every touchpoint enhances customer satisfaction and deepens relationships.  As part of this executive level role you will also play a key role in aligning Contact Centre operations with the airline’s B2C commercial ambitions, embedding innovation, agility, and operational excellence as core enablers of growth and strategic value.

In this role you will:

• Develop and lead the global strategy for EK Contact Centres in alignment with key departments. Set clear KPIs across revenue, customer experience, technology and efficiency metrics. Ensure a clearly defined multi-channel strategy is communicated to support the ability to deliver on the KPI metrics.
• Drive revenue through targeted strategies appropriate to global Contact Centres that promote primary flight sales, upselling, cross-selling, and bundling of products and services. Leverage AI-driven insights and tools to enhance customer targeting, personalise offerings, and optimise sales performance. Create a strong sales culture with clear performance targets and collaboration across Commercial teams.
• Define and implement a customer experience framework focused on personalisation, loyalty, and satisfaction. Use data-driven insights to tailor services, rewards, and communication across channels, ensuring consistency and excellence at every customer touchpoint.
• Oversee the development and continuous improvement of planning systems, including forecasting, scheduling, workforce planning, and performance reporting. Ensure these systems enable accurate capacity planning, efficient resource use, and support long-term scalability.
• Establish a centre of excellence for knowledge management and customer service training. Ensure the teams are equipped with tools, content, and skills to deliver consistent and informed customer interactions, while supporting ongoing development and upskilling.
• Identify and champion technologies that support strategic objectives in collaboration with IT and other stakeholders to lead the integration and adoption of solutions that enhance customer experience, efficiency, and decision-making. Foster and deliver innovative enhancements, products and services with the objective of uplifting EK Contact Centres beyond the role of a traditional contact centre.

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

• Degree or Honours (12+3 or equivalent) ideally in business, marketing, or customer management.
• 12+ years in customer service or contact centre environments.
• At least 5 years in a functional leadership role within the airline or service sector.
• Proven record in developing and implementing customer engagement and operational strategies.
• Experience managing planning, technology, and knowledge enablement in large-scale or multi-site operations.
• Deep understanding of customer experience design, omnichannel service models, and industry trends.
• Proven expertise in workforce management systems, Contact Centre technologies, CRM, GDS, and service analytics.
• Commercial acumen with experience in influencing revenue outcomes and cost-to-serve metrics.
• Ability to manage complex budgets, lead cross-functional teams, and influence at executive level.
• Strong stakeholder engagement, strategic thinking, and enterprise-wide planning capabilities.

At Emirates, 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 a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. 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.