Manager Passenger Experience

Job Purpose

With a view to enhance passenger experience at HYD Airport, CPEO position was created in year 2020 and subsequently passenger centric strategies were framed. In order to strengthen the Passenger Experience team and support Head- Passenger Experience in undertaking various passenger experience events & décor

ORGANISATION CHART

CPEO-GHIAL

Head-Pax Ex

Manager- PAX EX

Accountabilities

KEY ACCOUNTABILITIES

Key Performance Indicators

To develop and implement initiatives customized to an airport eco system that creates smooth passenger experience at all Airport Touch Points.

Direct the delivery of the GMR Airport experience and operational development programs ensuring alignment with corporate strategy.

Communicate the performance of the programs and projects to the Airports leadership team and be accountable for successful delivery.

Ensure overall integrity of the Feedback Management System.

Aesthetics & Branding Standardization

Plan and execute décor and passenger engagement events at HYD Airport by Coordinating with Corporate Communication/ BD-Non Aero.

Coordinate with the Corp-Com/BD-Non Aero team for review and standardization of all Collaterals across the Airport including the commercial and F&B outlets.

Online Reputation Management

Event & Décor Management

Plan and execute décor and passenger engagement events at HYD Airport by Coordinating with Corporate Communication/ BD-Non Aero.

Preparation of yearly calendar of Events.

keep up with the latest trends and updates in the Aviation industry, accountable for organizing the FGDs (Focus Group Discussion) and CIPs (Continues Improvements to engage passenger)

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 / NPS Management.

Develops and shares Passengers insights and drives these into outcomes, by defining functional & Non-functional requirements which helps ensuring that the Pax.Ex department meets quality requirement.

Interact with Passengers during the full life cycle of the passenger Experience journey to ensure a positive Passenger experience.

Passenger Experience Audit Management

Manage Below Audits

Food Safety Audits

Retail Experience Audits

Facility Audits

Landscaping Audits

EXTERNAL INTERACTIONS

• Coordinate with various Stakeholders like CISF, RAXA, concessionaires etc. for passenger experience initiatives /decors
• Coordination with External Vendors for events & Décor
  
  

INTERNAL INTERACTIONS

• Coordination with internal departments like Operations, Business Development, SPG and Finance for PR/PO and invoice clearances
  
  

FINANCIAL DIMENSIONS

• Coordination with internal departments like Operations, Business Development, SPG and Finance for PR/PO and invoice clearances
  
  

Other Dimensions

Will be coordinating with GHIAL employees

and outsourced employees

Education Qualifications

 Any Degree

 Knowledge of SAP modules

 Exposure to project Management will be an added advantage

 Event Management

Relevant Experience

 8-12 years of relevant experience

 Having fair understanding of event management and décor

 Fair understanding of MS office

 Experience in Airport Sector/ Airlines/Retail will be an added advantage.

COMPETENCIES

• Personal Effectiveness
• Social Awareness
• Entrepreneurship
• Problem Solving & Analytical Thinking
• Planning & Decision Making
• Capability Building
• Strategic Orientation
• Stakeholder Focus
• Networking
• Execution & Results
• Teamwork & Interpersonal influence