Asst/section Manager, Cabin Services

Managerial: 6 - 10 years

**Summary**

Job Description: Asst/Section Manager, Cabin Services (Customer Experience)
Scoot Pte Ltd

**Job Summary**:
We are seeking an experienced and dynamic Assistant/Section Manager for our Cabin Services department, focusing on Customer Experience. In this role, you will be responsible for enhancing and maintaining the highest standards of in-flight service and customer satisfaction while driving continuous improvement initiatives.

**Responsibilities**:
**1. Design & Manage Inflight Customer Experience Through Service Innovation**
- Design inflight customer experiences aligned with Company's goals & befitting TR brand
- Ensure inflight service initiatives and introductions can be operationalised successfully
- Prepare and review SOP(s) to support introduction of inflight service and F&B and DutyFree initiatives
- Analyze cabin crew & customer feedback and business performance data to recommend and ideate strategies jointly with partners to raise customer satisfaction scores and drive ancillary sales revenue
- Ensure compliance with industry regulations and standards, conducting regular audits and assessments.

**2. Vendor & Stakeholder Management**
- Manage vendor-partner relationships and facilitate cross-departmental collaboration to ensure operational excellence and explore opportunities to enhance inflight experience delivery
- Oversee procurement procedures for in-flight supplies and equipment to ensure operational needs are met
- Develop and implement introductory training materials for cabin crew using various suitable learning tools

**3. Innovation and Business Process Re-engineering**
- Champion the use of digitalization and automation to optimize business processes and improve service delivery to internal and external stakeholders
- Lead business process re-engineering efforts to optimize procedures

**4. Sustainability**
- Promote inflight sustainability initiatives and ensure alignment with internal and external stakeholders to Company's goals

**5. People Management**
- Oversee and manage a team to develop exceptional inflight experience while ensuring daily operational standards are met
- Lead, motivate, and support team to increase employee productivity, engagement, and development
- Manage Team's work plan & budget based on company goals to ensure team's key accountabilities are fulfilled

**Job Qualifications**:
1. Bachelor's degree in Aviation Management, Hospitality Management, or related field
2. Minimum of 5 years of experience in the airline industry, preferably in airline cabin services or related customer experience roles, with at least 2 years in a leadership position
3. Excellent communication and critical thinking skills
4. Proven track record in stakeholder management and vendor relations
5. Ability to manage and motivate a team in a fast-paced environment
6. Strong documentation and SOP development skills

Kaizen (Continuous Improvement); Aircraft Safety; Artificial Intelligence (AI); Vendor Management; Business Process Re-Engineering (BPR); Critical Thinking; Documentations; Knowledge Management; Learning Design; Articulate 360; Stakeholder Management; Scrum (Agile); Communication; Procurement Procedures; Standard Operating Procedures (SOPs); Google Analytics; Continuous Improvement (CI); Robotic Process Automation (RPA); Project Management; Digital Learning; Machine Learning; Contract Management; Classroom Training; Metrics Development; Training Delivery; Microsoft Excel; Negotiation; Conflict Management; Instructional Design; Training Coordination; Power Query; Skills Gap Analysis; Aviation Security; JIRA Tool; Emerging Technologies; Survey Design; Virtual Reality