E-commerce Distribution Controller

Emirates

Job Purpose

The E-Commerce Distribution Department at Emirates focuses on enhancing online sales and the customer experience across various digital platforms, including mobile and web. The team works collaboratively with internal stakeholders like Revenue Optimization, Corporate Communications, and IT to improve online products, services, and ancillary offerings. The department drives conversion rate optimization, product development, and ensures alignment with the company s commercial strategy, aiming to provide seamless user experiences and maximize online revenue.

As E-commerce Distribution Controller, you contribute to the development of online products and ancillary services that support Emirates' online sales development objectives, in line with the overall commercial strategy and 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. Coordinate activity between representatives within Online Sales team to ensure all products, services and ancillaries are utilised to their full potential in order to meet applicable online targets set for the department.

Generic

In this role, you will responsible for:

• Contribute to the Web & Mobile products and services strategic vision and meet the online target objectives.
• Contribute to the flight and ancillary products technical definitions and designs. Collaborate with peer business & IT stakeholder groups for planning and delivering through the product lifecycle until deployment and provide on-going management.
• Coordinate with all necessary departments (including Revenue Optimization, Corporate Communications, Skywards, Finance, Customer Affairs, Group Legal and IT) to assist in identifying online customer issues and pain-points with the aim of continually improving E-Commerce processes and systems.
• Provide support on analytics and reporting for internal teams and wider organisation. Leverage insights to drive optimisation of current and any future products through tactical and/or strategic initiatives tying them closely with the commercial strategic priorities.
  
  

Specific-Product Development

• Support the E-Commerce and Mobile product strategy and vision in terms of creation, delivery and continuous improvement to contribute towards Emirates commercial strategy and to create meaningful value for customers and all stakeholders.
• Identify, implement, and manage new revenue streams and commercial business development relationships. Evaluate market opportunities and develop consumer proposition and business processes accordingly. Conceptualise and develop briefs for implementation and plan rollouts. Co-ordinate efforts between other stakeholders as required.
• Support strategies to support channel shift by increasing efficiency and usability of the online environment for booking and self-service.
• Identify opportunities to improve conversion, support the Conversion Rate Optimization team with ideas and inputs on AB testing strategy.
• Develop and manage strong internal relationships to ensure the alignment of the online requirements with that of other distribution channels and other internal stake holders. Align the E-Commerce and Mobile channel with other direct channels to support operational efficiencies and service automation.
• Be a customer experience champion to ensure developments are end-user focused. Understand all aspects of online customer interaction and use this knowledge to drive measurable improvements in usability, conversion rate and delivery experience.
• Conduct regular analysis of competitive offerings within the wider travel and online distribution industry.
  
  

Qualification

To be considered for the role, you must meet the below requirements:

• Degree or Honours (12+3 or equivalent) with 5+ years of experience in Commercial/Sales.
• Experience in the Travel / Airline Industry, online distribution, travel tech in a product/customer experience and/or e-commerce related capacity.
• Preferably an understanding of mobile channels and customer experience.
• Project management skills a must.
• Excellent and deep knowledge of airline customer journey processes preferable.
• Strong analytical skills & ability to structure complex issues.
• Great communication skills and ability to easily facilitate discussions and analysis between cross-functional teams.
• Ability to adapt and respond quickly to a fast-changing environment.
• Knowledge of software development processes, dependencies and digital products.
• Willingness to expand my comfort zone by sometimes leaving it.