At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers Fly Better.
The Manager of E-Commerce & Mobile (Systems & Operations) will strategically lead the systems and operations strategy to deliver and support the holistic E-Commerce business strategy and commercial objectives. This includes system development, monitoring and improving the operational platforms for desktop, mobile web and apps from a business perspective and maintaining all operational and internal online customer support.
In this role, you will:
- Develop and lead the E-Commerce and Mobile systems vision in terms of creation, delivery and continuous improvement to support the differentiation of Emirates online channels and ensure these are implemented in a timely manner. Develop a medium and long-term E-Commerce systems strategy and ensure this translates into annual, measurable objectives. Manage cost budgets for all systems and operational needs.
- Work closely with the E-Commerce Product, Sales and Ancillary teams to ensure the delivery of all solutions meets business and functional requirements. Ensure E-Commerce requirements are clear and documented. Work with IT to review systems availability and quality and assess future software applications and solutions. Provide ongoing business capacity requirements on business growth and campaigns to enable IT to provide adequate infrastructure and provide input in order to determine the future technology direction and support management.
- Project manage delivery and implementation of all E-Commerce products, services and system enhancements with IT from a business perspective, based on overall targets, working jointly with IT, other relevant departments and external vendors where relevant. Agree on timely and periodic updates with IT on service and support. Manage the prioritisation of all changes and fixes to E-Commerce functional applications.
- Contribute towards the strategic business plan to implement and manage new revenue streams and commercial business development relationships in a cost-effective manner. Lead and co-ordinate efforts between other stakeholders as required.
- Develop and manage strong internal relationships, in particular with IT, Revenue Optimisation, Reservation and Ticketing, Finance and e-payments team etc. Align the E-Commerce and Mobile Channel with other direct channels to deliver customer transaction efficiencies by servicing them online.
- Lead the E-Commerce teams contribution to the Web and Mobile Programme in terms of system speed, stability, and timely delivery of product enhancements and implementation of new ones. This includes the prioritisation of backlog with other stakeholders and ensuring these are delivered within timelines and budgets. Ensure all other Commercial requirements from departments are solicited and included in the programme for necessary prioritisation.
- Identify, propose and develop seamless payment fulfilment and ticketing solutions while ensuring minimum financial risk to Emirates. This includes the development of country-specific solutions, risk monitoring, assessment and the development of the necessary controls. Work closely with Finance to actively coordinate the management of the Emirates online payment gateway/engine.
