Etihad Airways
Head of Guest Support & Relationships
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 10 - 15 yrs
Job overview
Date posted
19/07/2025
Location
Abu Dhabi, United Arab Emirates
Salary
AED 40,000 - 50,000 per month
Compensation
Comprehensive package + relocation
Experience
10 - 15 yrs
Seniority
Director
Qualification
Bachelors degree
Expiration date
02/09/2025
Job description
At Etihad, delivering exceptional guest experiences is an integral part of who we are. The Head of Guest Support & Relationships plays a pivotal role in shaping how we recover service failures, manage guest feedback, and deliver compassionate, efficient support across every touchpoint. This leadership role oversees the strategic direction and operational delivery of our global Guest Relations function and outsourced contact centre network. Youâll champion innovation, quality, and accountability across internal teams and vendor partnerships, ensuring every interaction reflects Etihadâs brand values and commitment to service excellence. If you are a seasoned operations leader with a passion for customer experience, stakeholder collaboration, and performance transformation, this is your opportunity to make a lasting impact on our guests worldwide.
Required skills
Key responsibilities
- Define and implement a long-term Guest Support strategy aligned with Etihadâs service recovery philosophy and brand promise
- Lead global Guest Relations operations, including complaint handling, baggage claims, and disruption management
- Own the full lifecycle of vendor performance, including KPIs, SLAs, compliance, and commercial alignment
- Develop and manage centralized performance dashboards and analytics to improve NPS, D-Sat, FCR, and root cause resolution
- Define, monitor, and uphold service quality standards across all guest recovery and contact centre operations
- Drive automation and digital enablement initiatives with IT and Transformation teams
- Inspire and develop a high-performing, geographically distributed team including internal leaders, SMEs, and vendor staff
- Act as a senior liaison with Legal, Procurement, Airport Services, Network Operations, and other departments
- Present strategic insights, business cases, and service recovery trends to the Executive Leadership Team
- Lead the response to high-profile complaints, regulatory escalations, and guest recovery during crises
Experience & skills
- Minimum 12 years of experience in guest support, contact centre operations, or customer experience leadership
- Proven expertise in BPO/vendor management, SLA governance, and contract performance oversight
- Strong background in guest satisfaction metrics such as NPS, FCR, DSAT
- Demonstrated experience influencing cross-functional stakeholders and leading large, multi-site teams
- University degree is preferred
- COPC certification or Six Sigma Green Belt is preferred
- PMP or equivalent project management certification is an advantage
