Manager - Customer Experience, Baggage Services

Star Alliance Singapore is a subsidiary management organisation that coordinates Star Alliance activities and manages joint projects on behalf of the world’s largest airline alliance. The holding company is based in Frankfurt, Germany. Our primary customers are our numerous member airlines from around the globe, but we interact with consumers through a number of products and forums.

This position is in the Customer Experience business unit, which consists of two subunits: Travel Experience and Loyalty. The Travel Experience team develops and applies digital and self-service technologies, as well as improving the customer experience for airport services such as coordinated transfer processes and baggage handling, to offer customers efficient and seamless services in both normal operation and during flight disruptions.

**Job Summary**
- Implement new Star Alliance Common Baggage Service Facilities (CBSFs) and oversee the operations of existing CBSFs around the world
- Plan and coordinate baggage handling improvement initiatives for Star-to-Star interline baggage transfer and priority baggage delivery
- Develop and drive digital transformation and innovation of baggage infrastructure and processes
- Manage data collation and analysis of baggage mishandling by member airlines, stations and flights, then formulate work plans and actions to address poor performance
- Coordinate baggage handling and baggage services improvement programmes at key stations, provide analysis of procedures and work with member airlines and airports to make changes where necessary
- Oversee the baggage product backlog including new features, enhancements and bugs
- Coordinate architectural and operational decisions with IT Stakeholders
- Evaluate opportunities to develop new Start Alliance Connection Centres (SCCs) to improve the intra Star Alliance transfer baggage performance
- Regularly report current status of baggage related projects and initiatives to all involved parties as required

**Your Profile**
- Graduate in business administration, management or equivalent practical experience
- Minimum 3 years of work experience in airport baggage operations
- In depth knowledge of airline baggage systems and IT landscape
- Sound overall knowledge of the airline/aviation industry
- Extensive experience of baggage handling and baggage services procedures and systems, baggage sortation, reconciliation and baggage related messaging
- Experience in the digital transformation of baggage processes
- Excellent facilitation, coordination, negotiation and contracting skills
- Good business acumen, with strong analytical and problem-solving skills
- Accustomed to agile development
- Ability to work with speed, independently and in teams
- Highly organised and self-motivated to meet critical deadlines by balancing and prioritising multiple tasks
- High service philosophy and professional working attitude with attention to detail and excellent follow-through
- Excellent interpersonal skills & ability to interact appropriately with all levels of the organisation
- Experience in multicultural environments and in multiple stakeholder management
- High level of proficiency in English is essential, as it is the sole language used for communication with Star Alliance Member Airlines and other external stakeholders

**We Offer**
- Full-time position based in our Singapore office
- Competitive salary and variable compensation plan
- Flight benefits
- Unlimited contract

**- salary expectation in SGD
- **- a letter of motivation, explaining your interest in this role.**

**- your CV in English