Senior Specialist, Cabin Services (Customer Experience)

Job Detail

Scoot is looking for an energetic and dynamic individual proficient in data analysis to collect and analyse sales data across all inflight sales businesses to deliver actionable insights and create forecasts for future sales trends to enable team and leadership in establish sound strategies and decisions to drive sales, generate revenue and optimize profits. The successful candidate is required to conduct and report competitor study, analyse monthly NPS and CSAT performance, collate external and internal stakeholder feedback to understand market environment, identify market trend & consumer needs. Integral to the role is the ability 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. Excellent stakeholder engagement skills coupled with project management and customer focus are required for the role. Develop, monitor and continually improve the customer experience through various touchpoints / stages of the customer journey Candidate will also champion sustainability initiatives which dovetails with Company sustainability goals. Responsibilities 'Key Responsibilities & Accountabilities Revenue Generation - Collect data from sales reports for analysis. - Develop methods and strategies for assessing large amounts of data. - Interpret sales data, analyze results using statistical techniques and provide ongoing reports to determine trends and consumer needs - Work with internal stakeholders to collate and present monthly inflight F&B performance and share insights on stategies and opportunities to drive sales and generate revenue - Work closely with various internal & external stakeholders to plan, execute and review new F&B product/service launches. - Assist in designing promotional bundles and materials. - Locate and define new process improvement opportunities - Oversee email, website and campaign communications jointly with Marketing and E-Commerce Teams, ensuring products are well represented on various channels and sales are maximized. - Manage and track service level standards in accordance to agreed standards. This includes current as well as new products and services that may arise within the contractual period. - Performs testing/checking of new F&B products and services (online and offline) prior to launches and product refresh. Operation/Performance monitoring - Work closely with team to operationalise recommended sales and product strategies and initiatives. - Monitor & review customer satisfaction e.g. sales force, NPS and Cand provide improvement plans to mitigate service gaps and lapses. - Report customer service performance to senior management with a view towards continuous improvement, putting the customer at the centre of our growth plan. - 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. - Support team in different projects within Cabin Services. Sustainability - Champion sustainability specifically in waste management and related initiatives - Work closely with Scoot Sustainability team for annual reporting