E-Commerce Distribution Controller - Product Development

Job Description

Job PurposeJob PurposeTo contribute towards the development of online products and ancillary services to support Emirates online Sales Development objectives in line with the overall commercial strategy, across all online channels including mobile sites and apps. This includes assessing and understanding areas such as product research, system development, customer usability, regulatory changes, business impact assessment, business case development and user requirements for these products and services. Coordinate activity between representatives within Online Sales team to ensure all products, services and ancillaries are utilised to their full potential in order to meet applicable online targets set for the department.Job AccountabilitiesGeneric- Contribute to the Web & Mobile products and services strategic vision and meet the online target objectives.- Contribute to the flight and ancillary products technical definitions and designs.- Collaborate with peer business & IT stakeholder groups for planning and delivering through the product lifecycle until deployment and provide on-going management.- Coordinate with all necessary departments (including Revenue Optimization, Corporate Communications, Skywards, Finance, Customer Affairs, Group Legal and IT) to assist in identifying online customer issues and pain-points with the aim of continually improving E-Commerce processes and systems.- Provide support on analytics and reporting for internal teams and wider organisation.- Leverage insights to drive optimisation of current and any future products through tactical and/or strategic initiatives tying them closely with the commercial strategic priorities, and ensure product revision requirements meet the objectives of the organization.- Analyse customer feedback around sale of ancillary products to continuously review product policies and processes with the objective to enhance customer experience and reduce complaints.Product Development- Support the E-Commerce and Mobile product strategy and vision in terms of creation, delivery and continuous improvement to contribute towards Emirates commercial strategy and to create meaningful value for customers and all stakeholders- Identify, implement, and manage new revenue streams and commercial business development relationships. Evaluate market opportunities and develop consumer proposition and business processes accordingly.- Conceptualise and develop briefs for implementation and plan rollouts. Co-ordinate efforts between other stakeholders as required. Support strategies to support channel shift by increasing efficiency and usability of the online environment for booking and self-service.- Identify opportunities to improve conversion, support the Conversion Rate Optimization team with ideas and inputs on AB testing strategy- Develop and manage strong internal relationships to ensure the alignment of the online requirements with that of other distribution channels and other internal stake holders. Align the E-Commerce and Mobile channel with other direct channels to support operational efficiencies and service automation.- Be a `customer experience champion to ensure developments are end-user focused. Understand all aspects of online customer interaction and use this knowledge to drive measurable improvements in sustainability, conversion rate and delivery experience.- Conduct regular analysis of competitive offerings within the wider travel and online distribution industry.Qualifications & Experience- Degree or Honours (12+3 or equivalent)- Experience in Commercial/Sales/Other 5+ YearsKnowledge/Skills:- Experience in the Travel / Airline Industry, online distribution, travel tech in a Product / Customer Experience and/or E-commerce related capacity.Product- Preferably an understanding of mobile channels and customer experience- Project management skills a must.- Excellent and deep knowledge of airline customer journey processes preferable- Strong analytical skills & ability to structure complex issues- Great communication skills and ability to easily facilitate discussions and analysis between cross-functional teams.- Ability to adapt and respond quickly to a fast-changing environment.- Knowledge of software development processes, dependencies and digital products- Willingness to expand my comfort zone by sometimes leaving itSalary & BenefitsJoin us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on whats it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

Keyskills :
Communication Skills Analytical Skills Customer Experience Project Management Product e-commerce

About Company

the Emirates Group employs over 103,363 staff from more than 160 nationalities. The Emirates Group’s extensive and diverse international portfolio includes the world’s largest international airline, Emirates, and one of the largest combined air services provider in the world, dnata. For the year financial year ending 2017-18, the Emirates Group posted a profit of AED 4.1 billion (US$ 1.1 billion).