Flydubai: Manager Holidays   

• To establish and consolidate a new avenue of Ancillary Revenue via “flydubai Holidays” 
  Responsible for implementation of Ancillary Revenue flydubai Holidays roadmap and service and product policies and process 
  Responsible for maximizing flydubai Holidays sales by establishing and ensuring excellent service/product proposition, the smooth running of the operation, maintaining high standards of customer service and team member effectiveness whilst adhering to all company Best Practices and legal requirements 

  
Major Areas of Responsibility

• Responsible for implementation of Ancillary Revenue flydubai Holidays roadmap, service and product policies and process
• Develop, deploy and manage to achieve successful flydubai Holidays operations
• Deliver customer service, along with internal and external service level agreements (SLA’s) 
  Deliver the financial performance and Key performance indexes (KPI’s)
• Responsible for delivering flydubai Holidays marketing and communication brand and sales strategies, marketing and communication plan, tactical go to market plan
• Lead the development of flydubai Holidays system, and administer system business tasks

  
Primary Objectives

• Organize workshops for travel agents and partners
• Organize and attend tourism events, conferences, workshops, seminars and exhibitions for  flydubai Holidays
• flydubai Holidays to provide an employee and retired employee with discount service/ products
• Participate in strategic and operational processes of FOCUS as a member of the senior management of Ancillary Revenue team

• Specific Responsibilities of the Job 
• Responsible for implementation of Ancillary Revenue flydubai Holidays strategies, service and product policies and process
• Implement, and contribute to the development of flydubai Holidays roadmap, strategies, and short-long term plans in compliance with Ancillary Revenue objectives 
• Develop procedures for customers to use, customer service procedures, customer communications and handling policies and standards that deliver excellent.  
• Customer management, handling any major incidents such as a customer being ill at holiday destination, handling customer face to face, by telephone, email, letter, handling customer feedback, complaints, Holiday service/product enquiries and producing written information for B2C, B2B and internal flydubai customers
  Responsible for delivering flydubai Holidays expansion policies
• Develop, deploy and manage to achieve successful flydubai Holidays operations
  Responsible for all operational aspects for flydubai Holidays, hotels and more, along with support divisions; T2 Hotel Packages and Activities Desk, contact centre, travel shops, online and traditional travel partners, online and traditional travel agencies, flydubai.com, etc.
• Deliver flydubai Holidays daily operational management and performance levels, to ensure the smooth running by following up on all service failures, problem solving and liaising with relevant departments within flydubai, and with external organisations to swiftly resolve all operational and customer service issues which are relate to flydubai Holidays
• Create, manage, coordinate and develop flydubai Holidays service and product for individuals and groups
• Responsible for development and implementation of flydubai Holidays packages, dynamic packaging and market specific domestic/ regional packages on flydubai destinations that will enable accelerate sales and growth along with achieving annual sales targets and profitability 
  Design and deliver flexible packages to meet the needs of different B2C and B2B clients
• Devise and sell stopover packages incorporating all travel arrangements for Dubai then within flydubai network
• Lead and manage service/product bundling, itinerary planning, and liaisons with top markets
  Responsible for the negotiations and implementation of new hotel, car rental, excursion, etc., service/product agreements as appropriate
• Monitor, and evaluate the operation's performance
     
  Deliver B2C, B2B and internal flydubai Holidays customer service, along with internal and external service level agreements (SLA’s) 
• Lead, manage, supervise and coordinate with our team of customer service staff that deliver a high standard of customer service while communicating courteously with investigating and solving customers' problems, which may be complex or long standing problems that have been passed on by internal or external customer service teams
• Manage and support issuing refunds or compensation process to customers, while keeping accurate records of discussions or correspondence with customers
• analyse statistics or other data to determine the level of customer service flydubai Holidays is providing
• coordinate with internal flydubai departments and external partners to discuss possible improvements to flydubai Holidays customer service
• keep ahead of developments in customer service and keep up to date with changes
  Management, development, appraisals, retention, and organization of all Holidays staff in accordance with budgetary objectives and operational aspects so that all activities are completed on time, within agreed SLA’s, additionally introduce any future change with minimal disruption to the Holidays day to day operation
• Lead, guide, evaluate, and develop a team of Holidays specialists with operational responsibilities to ensure that flydubai Holidays achieves it business objectives
     
  Deliver the financial performance and Key performance indexes (KPI’s)  
• Deliver the bottom line profitability for flydubai Holidays, in a manner consistent with the long term plan, the health of the business and the financial budget
• Responsible for flydubai Holidays sales performance (targets) and data analysis
• directly assists the head of Ancillary Revenue on all strategic and tactical matters relate to flydubai Holidays preparation for operating budgets, proposals for capital expenditure, investments in infrastructure forecasting new needs and securing of new funding’s approvals (business case) along with budget management and cost benefit analysis
• Deliver service/product, customer service and process planning, on-going review and monitoring of KPI’s, benchmarking competition
• Explore and identify new holidays related business opportunities in a competitive and rapidly changing industry
• Responsible for delivering flydubai Holidays marketing and communication; brand, plan, tactical go to market plan, FOCUS and FOCUS Healthcare’s
• Foster in coordination with flydubai marketing and communications departments, flydubai Holidays marketing and communication strategy that will lead to appreciations for flydubai Holidays brand
• Successfully implement, the innovative flydubai Holidays FOCUS marketing and communications plan, FOCUS go to market plan while driving the marketing and communication excellence network strategy
• Responsible for the marketing and communications of the Holiday service/product. This includes developing the Holidays partnership promotions and relevant input for partners and flydubai newsletters, the promotions guide, special offers via email and research surveys, agency collaterals and other promotional media, etc.
• Liaise with the Marketing team, Public Relations team, other flydubai stakeholders including Business Development teams, sales shops and Partner organisation, ensure the timely and accurate production, delivery and display of flydubai Holidays FOCUS collateral material
• The strategic market plan is fueled by Financial performance, Operations excellence, Customer stronger ties, Unique flydubai markets and System innovation
• Ensure that all flydubai Holidays are well represented on all flydubai touch points, including flydubai.com, contact centre, sales shops, etc.
• Create and develop a range of brochures, flyers and other promotional material for hard sales along with information on itineraries, destinations and culture
  
  Lead the development of flydubai Holidays system, and administer system business operations   
• Responsible for all business aspects of the Holidays system and customer information
  Responsible for planning and implementation of flydubai Holidays enterprise IT systems in support of operations; in order to deliver daily operations, improve cost effectiveness, service quality, and mission development assuring that operational investments are the best and meet the organisation's business needs
• Capability of end to end system interface testing (UAT) and documenting of test results for future reference and monitoring them post go live for conformance will also be the responsibility of this job holder
• Organise, influence and facilitate Holidays end user requirements gathering along flydubai Systems, external partners and all commercial groups within flydubai in order to put in place system and process enhancements resulting in better revenue generation and development of flydubai Holidays product and service
• In liaison with flydubai Systems, ensure continuous delivery of IT services through oversight of SLA’s with internal end users (operational staff) and monitoring of Holidays systems performance
• Ensure Holidays system operation adheres to applicable laws and regulations
• Establish lines of control for current and proposed systems and customer information
• Keep current with trends and issues in the Holidays industry, including current technologies to assure flydubai Holidays competitive vs. competition. Also advise, counsel, and educate management on their competitive or financial impact

  
Required Knowledge, Skills, and Abilities 
Job Requirements

• Broad knowledge in commercial department with international or regional airline(s)
• Above average demonstrated skills in a service oriented environment, commercially aware and capable of working on a diverse range of Ancillary Revenue Holiday products and services.
•  Also be able to demonstrate strong communications and influencing skills, in both written and verbal. Arabic language will be an added advantage

 Excellent skills in:

• leadership and people management
• change management
• responsibility over controls within the operation functions and execution
• flexibility and able to multi task
    
  Demonstrated ability in:
• financial planning, analysis and numerical ability
• work within an ambiguous, fast growing company and changing environment, while driving toward clarity
• resourcefulness in setting priorities
• General knowledge of:
• esource management, Holidays technology, and partner agreements
  
  Personal qualities of:
• integrity, credibility, and commitment to the mission

Education and Experience

• Degree or Honours (12+3 or equivalent) or equivalent experience

Years of experience:

• 5 years’ experience in a leading position with a reputed company with Air Travel Organisers
• License (ATOL), Tour Operators (TO) or Online Tour Operators (OTA) and 5 years’ in an airline
• Experience in conceptualizing and launching holidays, holiday packages, etc.