Job Summary: The Head of Digital and Distribution will add immediate value by leading the Digital, Distribution and Reservation & Ticketing teams to meet/exceed departmental objectives with reference to sales, profitability, cost and adherence to budget. You will also be responsible for the definition and execution of Etihad Digital and Distribution strategy with the objective of extracting maximum value from all channels (cost and revenue for B2C, B2B, B2T) while delivering best in class customer experience. Lead and direct the business and technical development of core back-end systems (Reservation and Ticketing) under a digital transformation environment.
Key Duties and Responsibilities:
Steers the development and execution of Etihad Digital Strategy (Web, Mobile, Mobile App) in order to achieve corporate objectives. Main stakeholder, with other internal departments (Sales, Marketing, Revenue Management, Pricing), in the design and execution of sales campaigns aimed at supporting revenue targets. Responsible for driving long-term profitable growth and improving guest experience across all digital channels. Defines & monitors digital and commercial KPI scorecard.
Responsible for optimizing Etihad’s self-service initiatives in terms of revenue, cost, ancillary revenue, conversion rates, call deflection and guest satisfaction (user experience).
Evaluates emerging technologies. Provide thought leadership and perspective for adoption where appropriate. Build relationships with notable digital suppliers and innovators, and partner with senior IT leadership in the development and execution of digital and e-commerce channels/functionality to reach new guests and retain existing guests.
Lead the E-Commerce, UX/Design, Digital Delivery teams by clearly defining strategic purpose of roles, establishing individual performance expectations, providing continuous feedback, coaching and developing, conducting ongoing recognition and succession management.
Lead the development of Etihad global distribution strategy (direct and indirect) and the development of Etihad’s distribution innovation road map for the future, moving from customization to personalization, accounting for industry reforms and Technological innovation (Merchandising, NDC, One Order, etc.).
Lead the commercial relationship with GDS partners with the objective of managing and improving the performance of the GDS Distribution costs to budget. Negotiate the GDS contracts when they come up for renewal (worth 100m USD to Etihad in 2017), including being the strategic expert for best-practice developments in GDS technology and functionality.
Principle stakeholder and business owner pertaining to global distribution strategies
Lead the development and implementation of strategies and processes and maximize the use of technology to transform productivity, drive business improvement and enable service delivery for the global user base of the core reservations and ticketing systems
Define and deliver a multi-year strategy for the development and continuous improvement of reservations & ticketing as a business service enabling sales, improving guest experience, securing financial reconciliation and integrity, and ensuring operational efficiency.
Qualifications, Skills and Experience:
The applicant must hold a Bachelor’s Degree in Business Administration, Master’s level an advantage
Ten years of airline/Ecommerce/digital/GDS experience including building and managing international relationships and negotiating with suppliers is essential.
The post holder must be able to demonstrate knowledge of strategic distribution management; Ecommerce, Digital technology, GDS, airline reservation systems
Excellent command of written and spoken English and the ability to communicate effectively using highly developed written, verbal presentation skills with creativity and innovation.
PC literate in Microsoft office (Word, Excel, PowerPoint)
Etihad Airways is an award winning, global aviation group and the national carrier of the United Arab Emirates (UAE). Our goal is to be a truly 21st century global airline, challenging and changing the established conventions of airline hospitality. Etihad Airways began operations in 2003, and in 2015 carried 17.4 million passengers. From its Abu Dhabi base, Etihad Airways flies to or has announced plans to serve 116 passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and the Americas. The airline has a fleet of around 120 Airbus and Boeing aircraft, with approximately 200 aircraft on firm order, including 66 Boeing 787s, 25 Boeing 777Xs, 62 Airbus A350s and five Airbus A380s.