Associate Manager Passenger Experience

JOB PURPOSE The position is crucial for ensuring the integrity and effectiveness of the Feedback Management System, which is vital for maintaining high customer satisfaction. By managing customer issues throughout their lifecycle, maintaining accurate correspondence data, and understanding customer needs, this role directly contributes to enhancing the overall customer experience. Additionally, the position involves executing surveys to capture the Voice of the Customer, developing problem-solving methodologies, and driving process improvements. Collaboration with stakeholders and adherence to ISO standards ensures a customer-focused approach that aligns with the organization's mission to create lifetime customers and deliver consistent, high-quality service. ORGANISATION CHART Head - Passenger Experience / CPEO --> Associate Manager- Passenger Experience   KEY ACCOUNTABILITIES Responsibilities    Key Performance Indicators (KPIs)•    To keep track of All departmental MIS and update it on periodic basis/as and when required    •    MIS up to date  Aesthetics & Branding Standardization:•    Undertake daily/scheduled audits and support Manager-Pax EX in collation of findings•    Update observation status in the tracker periodically.    •    Daily/scheduled walkthrough Reports•    Audit TrackersEvent & Décor Management Support Head- Pax Experience in below:•    Ensure smooth execution of planned passenger experience events and airport decor as per the annual event calendar. •    Coordinate with Corporate Communication/ BD-Non Aero Team for Events and Décor Management for passenger engagement  •    Ensure on ground coordination with various stakeholders for décor and events for material movement, tool permit, safety clearances, work permits etc. •    Ensure the safety norms adherence while execution of events and decors•    Build a database for event management companies and ensure the highest quality of execution in close coordination with the vendor for Brand enhancement and passenger appreciations.•    Ensure smooth execution of planned passenger experience events and     •    Adherence to the event Calendar•    Seamless Execution of events Passenger Journey mapping and experience enhancement:•    Observe gaps in current service delivery mechanism, review passenger requirements based on VOC (voice of Passengers), compare VOC vs VOB (Voice of Business) and infrastructure requirements to meet passenger expectations.•    Must have Balance of Technology and Human Touch points.Interact with Passengers during the full life cycle of the passenger Experience journey to ensure a positive Passenger experience.    •    Journey Mapping TrackerAdmin/ Misc Responsibilities:•     Prepare and Circulate MOM of all cross departmental meetings like Passenger Ex Council Review meetings, Audit meetings etc.•    Keep a record of all MIS and departmental Documentation.•    Undertake any other miscellaneous requirements of the department    •    Timely PR/PO•    No pending invoices•    MIS up to dateSafety –•    Ensure safety is incorporated in all processes, initiatives•    Ensure safety is incorporated, monitored and managed in vendor contracts    •    Ongoing KEY ACCOUNTABILITIES - Additional DetailsResponsibilities Key Performance Indicators (KPIs)Vendor Management (PR to Payment):•Ensure all PR /PO are executed within set timeframes by internal coordination with Procurement, Finance, MAG etc.•Ensure vendor bills are submitted in a timely manner.•Follow up vendor payments are made in a timely manner, ensuring departmental clearance of all invoices.•Keep departmental AOP data and expenses data updated.•Monitor SAP entries.•Timely PR/PO•No pending invoices  Admin/ Misc Responsibilities:•Support/Assist Manager- Pax Ex to Prepare and Circulate MOM of all cross departmental meetings like Passenger Ex Council Review meetings, Audit meetings etc.•Keep a record of all MIS and departmental Documentation.•Undertake any other miscellaneous requirements of the department.•Keep track of All departmental MIS and update it on periodic basis/as and when required.•Up to date MISSafety: •Ensure safety is incorporated in all processes, initiatives.•Ensure safety is incorporated, monitored, and managed in vendor contracts. EXTERNAL INTERACTIONSCoordinate with various Stakeholders like CISF, RAXA, concessionaires etc. for passenger experience initiatives /decorsCoordination with External Vendors for events & DécorService Providers  INTERNAL INTERACTIONS Coordination with internal departments like Operations, Business Development, SPG and Finance for PR/PO and invoice clearances   FINANCIAL DIMENSIONS •Invoicing •PR/PO SAP Process   OTHER DIMENSIONS •Will be coordinating with GHIAL employees and outsourced employees    EDUCATION QUALIFICATIONS •Any bachelor's degree (Preferably Hospitality)•Event management •Knowledge of SAP modules•Exposure to project Management will be an added advantage   RELEVANT EXPERIENCE •8-12 years of relevant experience •Having a fair understanding of event management and décor •Fair understanding of MS office•Experience in the Airport Sector/ Airlines/Retail will be an added advantage.   COMPETENCIESPersonal EffectivenessSocial AwarenessEntrepreneurshipProblem Solving & Analytical ThinkingPlanning & Decision MakingCapability BuildingStrategic OrientationStakeholder FocusNetworkingExecution & ResultsTeamwork & Interpersonal influenceQuality Assurance (Practitioner)Brand Management, Aesthetics and Standardization (Practitioner)Information Management and Analysis (Practitioner)Regulatory, Compliance and Audit frameworks Knowledge (Practitioner)Passenger Journey Mapping (Practitioner)Passenger Insights (Practitioner)Safety Management (Practitioner)