Job Description

Scoot is looking for an energetic and dynamic individual to develop, monitor and continually improve the customer experience through various facets / stages of the customer journey. Excellent stakeholder engagement skills coupled with project management and customer focus are required for the role. The candidate is required to foster close liaison with the operational & business working teams across all departments within the company to drive change management efforts for continuous customer experience improvement.

Key Responsibilities & Accountabilities

• Manage external vendors and ensure seamless operations for F&B, duty free and aircraft inflight cleaning. 
• Design and implement sales & service procedure and process which facilitate smooth delivery of inflight F&B and duty free products by cabin crew. 
• Develop and update inflight sales guide and manual for cabin crew.
• Work closely with Training team to implement inflight sales training for cabin crew. 
• Monitor & review customer satisfaction e.g. sales force and NPS and provide improvement plans to mitigate service gaps and lapses.
• Manage procurement and inventory of aircraft and crew supplies. 
• Plan and conduct quality audits and conduct appropriate reporting upwards. 
• Arrange trial runs through relevant channels e.g. task force for new product innovations and service procedures.  
• Act as the internal customer champion and responsible for the development of a customer experience framework across the various touchpoints in the customer journey.
• Interface and interact with working teams across various business units to bring the voice and experience of The Customer to the fore, for existing and new  initiatives and processes.
• Report customer service performance to senior management with a view towards continuous improvement, putting the customer at the centre of our growth plan.
• Work closely with team to operationalise revenue strategies and initiatives.
• Support team in different projects within Cabin Services. 

Skills Required

• Customer Service