Asst/Section Manager, Cabin Services (Customer Experience), Singapore

Summary
We are seeking an experienced and dynamic Assistant/Section Manager for our Cabin Services department, focusing on Customer Experience. In this role, you will be responsible for enhancing and maintaining the highest standards of in-flight service and customer satisfaction while driving continuous improvement initiatives.
Job Description
Job Description: Asst/Section Manager, Cabin Services (Customer Experience)
Scoot Pte Ltd
Job Responsibilities
Design & Manage Inflight Customer Experience Through Service Innovation Design inflight customer experiences aligned with Company's goals & befitting TR brand Ensure inflight service initiatives and introductions can be operationalised successfully Prepare and review SOP(s) to support introduction of inflight service and F&B and DutyFree initiatives Analyze cabin crew & customer feedback and business performance data to recommend and ideate strategies jointly with partners to raise customer satisfaction scores and drive ancillary sales revenue Ensure compliance with industry regulations and standards, conducting regular audits and assessments. Vendor & Stakeholder Management Manage vendor-partner relationships and facilitate cross-departmental collaboration to ensure operational excellence and explore opportunities to enhance inflight experience delivery Oversee procurement procedures for in-flight supplies and equipment to ensure operational needs are met Develop and implement introductory training materials for cabin crew using various suitable learning tools Innovation and Business Process Re-engineering Champion the use of digitalization and automation to optimize business processes and improve service delivery to internal and external stakeholders Lead business process re-engineering efforts to optimize procedures Sustainability Promote inflight sustainability initiatives and ensure alignment with internal and external stakeholders to Company's goals People Management Oversee and manage a team to develop exceptional inflight experience while ensuring daily operational standards are met Lead, motivate, and support team to increase employee productivity, engagement, and development Stay up-to-date with industry trends and best practices, and apply this knowledge to promote a culture of innovation and continuous improvement Manage Team's work plan & budget based on company goals to ensure team's key accountabilities are fulfilled
Job Qualifications
Bachelor's degree in Aviation Management, Hospitality Management, or related field Minimum of 5 years of experience in the airline industry, preferably in airline cabin services or related customer experience roles, with at least 2 years in a leadership position Excellent communication and critical thinking skills Proven track record in stakeholder management and vendor relations Ability to manage and motivate a team in a fast-paced environment Strong documentation and SOP development skills