Apt Resources is currently seeking a talented and experienced Manager Customer Experience Design - Digital to join the team of one of their esteemed clients in the airline industry in the GCC region. As the Senior Manager of Customer Experience Design - Digital, you will lead and manage the Customer Experience Design-Digital team. Your responsibilities include designing, implementing, and optimizing the digital experience for customers across various touchpoints. You will identify opportunities and manage the development of digital solutions throughout the customer journey roadmap. Additionally, you will research and implement digital products and services that align with the brand values, providing a more personalized and integrated digital customer journey. You will oversee the entire lifecycle of innovation strategy from concept to development and integration into everyday business operations. By leveraging innovative thinking and market analysis, you will ensure that every application feature delivery surpasses competitors.

Responsibilities:

Operational:

• Develop and direct research-based design efforts aimed at continuous improvement of current products and services, generating new experience concepts across all areas of the customer journey. Convey these concepts to the IT & Digital team as technical specifications, design, and business/scope requirements.
• Assess and optimize the performance of new and existing features through active user research and performance metrics, including competitor analysis and design workshops.
• Manage a project-centric core team, including product/project specialists, providing leadership, guidance, and support to ensure high-quality application delivery that meets business requirements.
• Ensure consistency and quality of standards and processes across the team throughout the software development lifecycle.
• Collaborate with other managers from various business departments to effectively manage cross-project dependencies, identifying risks, issues, and technical challenges.
• Build and maintain relationships with internal and external IT, UX/UI designers to ensure timely delivery of product enhancements and stakeholder satisfaction.
• Collaborate with the IT & Digital team on the overall digital product roadmap, priorities, objectives, and expected impact of new features, documenting and prioritizing digital product features and user feedback.
• Implement continuous improvement plans to maintain a commitment to enhancing the digital customer experience.
• Work with the Head of Department to define the strategic direction for digital customer experience projects, recommending and discussing innovations and tactics to promote business revenue and product portfolio, including e-commerce packages and other value-added components.
• Stay informed about customer profiles, market trends, and operational changes to drive service improvement through collaboration with BI and other stakeholders.
• Develop budget proposals for digital customer experience projects to present to the Head of Department.

• Minimum of 8 years of job-related experience.
• Bachelor's Degree or equivalent.
• Proven experience in managing enterprise-level projects.
• Previous experience managing and implementing major projects across airline digital customer touchpoints.
• Extensive knowledge of software development methodologies, tools, frameworks, and technologies.
• Qualification in Computer Science, Information Technology, or related field.
• Practical knowledge of project management tools.

Preferred:

• Proven experience in software development and management, with experience in managing software development teams.
• A flair for innovation.
• Ability to create impactful presentations.

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Apt Resources is currently seeking a highly skilled and experienced Senior Manager Customer Experience Design to join the team of one of their esteemed clients in the airlines industry in the GCC region. As a Senior Manager of Customer Experience Design, you will play a crucial role in transforming the airline’s vision into actionable product and service concepts for both onboard and ground/lounge areas. Your work will involve researching and creating products and services that embody the airline's brand values, providing a more personalized and integrated customer journey. Additionally, you will implement continuous improvement plans to ensure an ongoing commitment to enhancing the customer experience.

Responsibilities

Strategic:

• Translate the brand vision into service concepts, developing signature service initiatives to maintain the airline's position as a leading global aviation brand.
• Lead research-based design efforts aimed at continuous improvement of current products and services, while generating new experience concepts across all customer journey touchpoints, including ground, lounges, and onboard.
• Champion excellence in customer experience across all product and service offerings.
• Work with operations teams to establish engagement standards that maintain the experience proposition while adapting to different standards for operational efficiency.
• Define and develop customer-facing products for each cabin class, ensuring service concepts and standards align with guest demographics and profiles.
• Use business intelligence and other stakeholder input to stay informed about customer profiles, market trends, and operational changes to drive service improvements.
• Contribute to the development of the airline's digital experience across the customer journey, ensuring a cohesive and impactful user experience that delivers commercial benefits.
• Act as the custodian for the end-to-end customer journey.

Operational:

• Translate new service concepts into operational processes, considering factors such as aircraft type and lounge environments.
• Develop and lead the implementation of service standards, procedures, and processes.
• Foster collaboration between operational departments to ensure aligned service standards are consistently delivered.
• Plan and implement medium to long-term service initiatives, ensuring all operational teams are aligned and customer satisfaction is monitored for brand impact.
• Oversee cabin crew complement, market trends, F&B, hotel trends, and airline benchmarking to achieve best-in-class status.
• Create information for customer service teams to understand and embrace the airline's product and service concepts, enhancing their ability to promote these offerings.
• Analyze CRM data to scientifically and intuitively meet customer expectations.
• Set and implement KPIs to drive continuous improvement through methods such as mystery shopping and customer feedback.
• Ensure products and services align with brand values and maintain high standards.
• Nurture a customer-centric design team, fostering design-led thinking through brainstorming sessions, design reviews, and workshops.
• Ensure synergies between inflight and ground services by managing relevant stakeholders and resolving challenges.
• Translate product and service strategy into development, creating design briefs and project plans for internal and external use.
• Anticipate development requirements and inform relevant business areas to ensure timely delivery.
• Champion commercial and fiscal responsibility in decision-making processes.
• Develop brand partnerships to offer bespoke experiences for customers.
• Identify cost management opportunities through continuous monitoring of products and services.
• Document projects consistently as a key management tool, providing status updates to management and other stakeholders, and highlighting any associated risks.

• Minimum Bachelor’s Degree or equivalent.
• Over 10 years of experience in translating brand vision into tangible and implementable product and service concepts at a major international airline.
• Proven experience in Customer Experience Design at a major international airline.
• Advanced understanding of hospitality processes, procedures, and standards.
• Advanced understanding of F&B and onboard services.
• Experience developing inspirational, elegant, and successful products for airlines, hotels, or other hospitality companies.
• Advanced understanding of customer experience and customer journeys.
• Excellent ability to communicate and translate vision into concepts and contexts.

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Apt Resources is currently seeking a highly experienced Senior Manager Catering Operations to join the team of their client in the Airlines industry based in the GCC (Gulf Cooperation Council) region. As the Senior Manager of Catering Operations, you will be responsible for the 24/7 planning and execution of all aspects of their global catering services. This role requires collaboration across the organization to ensure timely and accurate delivery of on-board services, including catering, bars, and dry stores for all flights. You will lead, manage, and develop supplier relationships and internal teams to uphold the highest standards of compliance and safety.

Responsibilities:

Strategic:

• Develop and implement a strategic plan that coordinates delivery activities between the Equipment Team, catering suppliers, worldwide airports, and the DOH hub during normal and disrupted operations.
• Provide strategic direction for performance management of all service providers to ensure high-quality service delivery at the lowest cost.
• Create and lead a strategic plan to enhance efficiency in delivering equipment items, ensuring optimal value for the airline.
• Develop and lead the environmental agenda for catering services.

Operational:

• Evaluate and recommend in-sourcing and outsourcing opportunities to ensure optimal value from all delivery activities.
• Oversee daily operational aspects of catering services, making timely decisions to ensure 24/7 catering delivery while maintaining safety and operational integrity.
• Resolve conflicts between operational parties, including senior-level external suppliers, to maintain operational integrity.
• Develop and maintain relationships with all suppliers, working closely with the global airport management team as part of the turnaround process at airports worldwide.
• Lead business continuity and operational contingency planning to maintain operations during disruptions and represent catering services on corporate safety boards and in security/safety reviews.
• Manage the daily catering budget, which constitutes 90+% of DOC.
• Develop improved logistics and supply strategies to reduce cost and complexity.
• Provide catering input for new aircraft development and long-term corporate planning.
• Make time-sensitive operational decisions that directly impact costs, ensuring safety and operational integrity while adhering to corporate governance.
• Drive reductions in weight and waste expenditure.

• Bachelor's degree or equivalent.
• 10+ years of experience in planning and delivering global catering services operations.
• Experience in an operational role within large, multicultural teams, preferably within airlines or airline catering.
• Knowledge of global catering operations and suppliers.
• Strong ability to delegate work, set clear directions, and manage workflows.
• Excellent mentoring and coaching skills.

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Apt Resources is currently seeking a highly skilled and experienced Senior Manager Design & Branding to join the team of one of their esteemed clients in the airlines industry in the GCC region. As a Senior Manager of Design & Branding, you will be responsible for translating business needs and briefs into compelling creative solutions. You will lead teams of design and equipment managers and specialists, providing creative and strategic direction, and budget recommendations, and overseeing functional areas including PDD; Onboard & Lounges, and Aircraft Interiors. Your role includes ensuring the timely, budget-conscious, and high-quality delivery of products and experiences. Additionally, you will communicate the company’s creative vision to the design team, equipment team, and stakeholders, supervise the entire design process, and make crucial technical decisions. You'll manage timelines, and budgets, and maintain relationships with suppliers and other stakeholders. As an expert communicator, you will keep the team informed and ensure they have the necessary resources and knowledge to succeed.

Responsibilities

Strategic:

• Define a comprehensive design strategy and vision for product definition, encompassing creative design, branding, industrial and product design, environmental and structural design for areas such as Onboard & Lounges, and Aircraft Interiors.
• Guide the team in developing effective ideas into detailed drawings and actual design solutions.
• Strengthen the brand through product quality, design aesthetics, strategic partnerships, and inflight and lounge product propositions.
• Determine the most productive tender and product sourcing approaches, aligning with desired product quality, deadlines, and budget allocations.

Operational:

• Extend the scope to special projects for other subsidiaries and divisions, including Marketing, Charter Flight, and Corporate Communication, ensuring brand alignment and event synergy.
• Collaborate with leading airline businesses to benchmark and understand technology, production methods, techniques, and effective solutions.
• Conduct thorough product cost analysis to build compelling business cases for budget allocations, ensuring value for money.
• Plan tenders strategically for customer-facing items, strengthen brand partnerships, and achieve the best value and design solutions for the airline.
• Identify innovation opportunities, such as new product ranges, markets, and industry developments, to advance departmental propositions.
• Develop effective internal processes to consistently meet tender timelines and achieve fruitful results from evaluations.
• Define additional contractual advantages, such as brand exclusivity and design ownership, that serve the airline’s best interests.
• Establish specific product sourcing definitions for the equipment team to follow.
• Lead project management, defining comprehensive timelines for on-time project delivery, whether long-term or urgent.
• Collaborate with stakeholders and suppliers to create smooth launch plans.

• Bachelor's degree or equivalent.
• 10+ years of relevant experience.
• Qualifications in a design-related field such as Industrial, Graphics, or Interiors.
• Experience leading a design and development team in an interactive medium, such as graphic and element design with large production capabilities.
• Experience in various aspects of production and equipment management.
• Understanding of product and equipment development, production methodologies, and project management within the airline industry or a similar field.
• Experience in product development design phases, including scripting product development phases, is advantageous.

TBD