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E-Commerce And Mobile Manager

Company Name: The Emirates Group
Employment Type:Full Time
Location: Dubai
Experience: 2-5 years
Degree: Bachelor
Nationality: Any
No. Of Vacancies:1
Job Description:
Job Purpose
To facilitate the development of online products, systems and ancillary services to support Emirates. Online Sales Development objectives in line with the overall commercial strategy, across all online channels including mobile sites and apps. This includes assessing and understanding areas such as product research, system development, customer usability, regulatory changes, business impact assessment, business case development and user requirements for these products and services. Project manage the implementation of all new products which are made functional in the web and mobile sales channels. Co-ordinate activity between representatives within Online Sales and with all relevant departments such as CCMB, Commercial, Revenue Optimisation, Skywards, Airport Services etc. to ensure all products, services and ancillaries are utilised to their full potential in order to meet applicable online targets set for the department.

Job Outline:

Lead the Online Sales Development product and systems strategy and vision in terms of creation, delivery and continuous improvement to support the differentiation of Emirates.
Align the Desktop and Mobile channel with other direct channels to deliver customer transaction efficiencies by servicing them online.
Conceive and implement short term and long term product programs for B2C, B2B, B2T and Mobile. Analyze the marketplace, competitors and customer behaviour to determine the most appropriate product feature sets.
Gather and transform business requirements into product specifications and documentation (a credible business case, functional specification and a project plan), in tandem with Online Sales Operations.
Facilitate implementation of an ancillary strategy and associated delivery capability for online and mobile, for both flight and non-flight related products, ensuring that all relevant departments inputs are included in the final delivery. Once delivered, continue to maintain, monitor and enhance the ancillary offering.
Be directly involved in the product design (non-technical) throughout the project lifecycle through to deployment and on-going management. Document development requirements through the use of user flows and storyboards.
Formalise and lead cross-functional stakeholder teams. Create and manage the product development project plans to ensure on-time product releases.
Work with the online systems and operations team to ensure that call centres, sales teams and senior management are informed of E-Commerce developments and are fully able to exploit them.
Be the `customer experience? champion to ensure developments are end-user focused and take into consideration usability and appeal. Understand all aspects of online customer interaction and use this knowledge to drive measurable improvements in usability, conversion rate and delivery experience. Conduct usability studies to develop commercially tangible best-in-class customer experience improvements.
Recommend and co-ordinate where necessary competitive analysis, customer needs analysis and market research. Monitor the success of all e-communication programmes and alter strategy as necessary.
Maintain, interpret and communicate online performance measurements, consolidating insight from tools including Omniture and website surveys. Act as the knowledge expert in this area, ensuring that the wider team gain maximum value from online management information tools.
Define and manage the implementation of new products and services on Emirates.com and all mobile platforms and develop strategies to implement new revenue streams or cost saving initiatives. Support the online and mobile product strategy for Emirates.com in order to increase the online channel contribution, drive conversion, define new trends and improve the customer experience.
Coordinate implementation of all E-Commerce products and services with EGIT, Digital Communications and other internal and external stakeholders, ensuring that the defined commercial business requirements are being met
Manage the relationship with Digital Communications from UX / design to online content for all new products and enhancements. Understand all aspects of online customer interaction and use this knowledge to drive measurable improvements in usability, conversion rate and delivery experience. Conduct usability studies to develop commercially tangible best-in-class customer experience improvements.
Define product KPI?s and ensure that they are measurable through the various management information systems. Report on them on a regular basis to both internal and external stakeholders and provide high level recommendations.
Build strong relationship with external vendors and commercial partners and manage the relationships to define long term strategic goals, ensure smooth project implementations and manage product support

Qualifications & Experience
Commercial/Sales.Other : 8+ Years
Degree or Honours (12+3 or equivalent) :
Degree in a Business, Digital or IT field. Experience experience in E-Commerce, ancillary, product development, digital or IT/Systems.
Solid understanding of online sales, product development and ancillaries.
Knowledge of the airline industry is preferable Advance understanding of E-commerce and associated products/services/systems, besides best practices in retail and merchandising would be an added advantage.
A systematic and logical approach to problem solving and a capacity to work around problems.
Ability to adapt and respond quickly to a fast changing environment. Strong negotiating and influence skills