Abu Dhabi Emirate, United Arab Emirates
At the helm of Etihad's premium cabin experience, my role focuses on enhancing customer satisfaction and driving business growth through strategic product development and positioning. Our team collaborates closely with design and external partners to deliver bespoke in-flight products, prioritizing efficient resource allocation and rapid market delivery. With a solid foundation in hospitality management and retail operations, I have mentored and developed diverse teams, improving sales performance and operational efficiency. My approach is rooted in a commitment to continuous learning and maintaining a dynamic, forward-thinking mindset that fosters growth and excellence within our organization.
· Gain a deep understanding of customer experience, identify product enhancement opportunities, and generate new ideas that grow market share, improve customer experience and drive growth. · Create buy-in for the product vision both internally and with key external partners. · Develop product positioning strategies. · Translate product strategy into detailed requirements and prototypes. · Scope and prioritize activities based on business and customer impact. · Work closely with design teams to deliver bespoke designed products with a quick time-to-market and efficient resources. · Work with external third party suppliers to assess partnerships and licensing opportunities. · Complete operational requirements and meet product development deadlines through product management methodologies, and follow up on work results, including quality control and testing. · Drive product launches including working with the corporate communication, marketing, and events teams. · Evaluate promotional plans to ensure that they are consistent with the product line strategy and that the message is effectively conveyed. · Define product marketing communication objectives · Act as a product evangelist to build awareness and understanding.
· Mentor, coach and manage 17 direct reports. · Play an essential role in succession planning of high potential Staff through participating and enhancing training and development activities, working cohesively with Learning and Development team. · Drive and deliver sales performance of assigned stores and recommend and implement P&L improvements. · Assess employees’ skills, performance, and productivity to identify areas of improvement. · Liaise with the Human Resources, Staff and Asset Protection teams to ensure staffing requirements are met and operational staffing issues are addressed appropriately. · Monitor and manage district wide implementation of operational resources to ensure an elevated store appearance and the consistent review of the Starbucks Experience within stores. · Determine and implement options to correct underperformance or to maximise opportunities. · Utilize management information tools and analyse financial reports to identify and address trends and issues in district performance. This is achieved through monitoring daily, weekly, monthly, and quarterly financial P&L accounts. · Solicit customer feedback to understand customer needs and the needs of the local community. · Drive brand values and philosophy through leadership acumen and training and development activities.
Discover, design, develop a guest centric service design and hospitality concept customer proposition as well as subsequent service and hospitality standards Establish efficient and effective internal service delivery processes using guest insights & market segmentation to design and develop products/services and ensure a safe operation Create and maintain up to 15 Standards reference manuals Manage direct and indirect costs within budget, identify ancillary streams and deliver revenue targets Implement project policies and procedures for development and launch of new services to transform Etihad’s Business Model Increase NPS and overall satisfaction score by delivering a consistent and seamless inflight experience and identify opportunities to develop guest experience in keeping with the continuous improvement framework and customer expectations Spearhead the definition, development and implementation of the inflight ancillary project Workstream lead in technology and innovation application development for vector Point of Sales inflight sales device
Design and deliver training courses, manuals and supplementary end user training support tools for up to 13 day training curriculum Delegated authority for Manager when required Mentor and co-manage a team of 5 full-time and 6 part-time trainers Training curriculum include soft skills, technical skills, behavioral skills, computer based training and practical elements Deliver training to an agreed timeframe, in groups and individually when needed to meet the individual needs and abilities of trainees Up-skill and refine trainees with Savoy Butler Academy London core competencies and methodologies to deliver personalized VIP travel experiences (practical and soft skills) Build a seamless and consistent service and hospitality culture within the guest facing teams Conduct quality assurance checks to evaluate consistent service delivery through analyzing KPI’s Performance Management Recruit staff for part-time based training requirements Hospitality and development training courses designed and conducted: • Commercial Leadership • The Etihad Butler • The Etihad Inflight Chef • First Class, Business Class, VIP Hospitality training • Airport Lounge Hospitality • Internal and External customer soft skills and technical training
Project manage day-to-day operations of training program Manage; up skill and support 68 trainers Compile and analyze Training Needs Analysis to identify business shortfalls for training program development Research, design and deliver innovative training modules for a 3 day training curriculum Facilitate “Train the Trainer” courses up-skilling 68 trainers Building a motivated, can-do attitude, passionate training team that inspires trainees through activities designed to achieve learning outcomes and cohesive teamwork Design/Manage a training plan and rostering framework for trainers Successfully delivered customer excellence training to 3500 employees
• Financial Planning – (consisting of Retirement planning, Estate planning, Tax governance together with tax savings, Investment planning, Unit Trusts, Wills and financial advise) • Life Insurance products (Life cover, disability cover, dread disease cover, income protection plans) • Corporate Schemes (Pension and risk related products) • Planning and presenting personal and corporate financial plans to individuals and corporate companies. • Customer liaison (dealing with my clients queries and needs and establishing client relationships) • Project Management • Logistical Planning • Event Management and Marketing • Face to face interaction (Meeting clients and having consistent and regular follow up discussions to align their financial needs) • General Administrative duties (Dealing with underwriting authorities, processing claims, providing general servicing queries on the clients existing portfolio, dealing with medical staff.)