Associate Manager Passenger Experience

Job PurposeThe 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 ExperienceKey AccountabilitiesResponsibilities Key Performance Indicators (KPIs)To keep track of All departmental MIS and update it on periodic basis/as and when requiredMIS up to dateAesthetics & Branding Standardization:Undertake daily/scheduled audits and support Manager-Pax EX in collation of findingsUpdate observation status in the tracker periodically.Daily/scheduled walkthrough ReportsAudit TrackersEvent & Décor ManagementSupport 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 engagementEnsure 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 decorsBuild 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 andAdherence to the event CalendarSeamless Execution of eventsPassenger 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 departmentTimely PR/PONo pending invoicesMIS up to dateSafety –Ensure safety is incorporated in all processes, initiativesEnsure safety is incorporated, monitored and managed in vendor contractsOngoingKEY 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/PONo pending invoicesAdmin/ 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 INTERACTIONS*Coordinate 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*InvoicingPR/PO SAP ProcessOther DimensionsWill be coordinating with GHIAL employees and outsourced employeesEducation QualificationsAny bachelor's degree (Preferably Hospitality)Event managementKnowledge of SAP modulesExposure to project Management will be an added advantageRelevant Experience8-12 years of relevant experienceHaving a fair understanding of event management and décorFair understanding of MS officeExperience in the Airport Sector/ Airlines/Retail will be an added advantage.*COMPETENCIES*Personal 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)