E-Commerce Web & Mobile Controller - Systems & Ops

Emirates Online Sales is responsible for applications on Emirates Web & Mobile platforms to support revenue objectives in line with the Emirates Commercial strategy. Our department works across different teams to develop web and mobile channels, products and services to drive ease-of-use, focusing on next generation user interfaces. This is a dynamic area of our business focused on innovation and modernisation of our best in class service!

Join the Emirates Online Sales Development team and play a key role in shaping our digital products, services, and applications across web and mobile platforms. You'll work closely with various departments to support our revenue goals, drive product development, and ensure seamless implementation of new initiatives. Your work will focus on improving customer experience, managing key projects, and enhancing mobile-first solutions with a focus on cost-effectiveness and user impact. Help us deliver world-class services and achieve our online targets.

In this role, you will:

• Contribute to Emirates Online's Web & Mobile systems vision and strategy in terms of products (shopping, experience, payment, fulfilment and self service for core flights & ancillary offerings), tools, platforms and services, and continuously improve to deliver and power the Web & Mobile products and services strategic vision and meet the online target objectives
• As SME & Business Project Manager, transform business requirements into functional and technical product specifications and documentation (business case, specifications, and project plan), and ensure implementation and delivery from IT and service providers.
• Contribute to the flight and ancillary products? technical definitions and designs, and collaborate with peer business & IT stakeholder groups for planning and delivering through the product lifecycle until deployment and provide on-going management. This includes designing and maintaining EOL?s ancillary products business rules and fares in the Merchandising Engine (FLX-M), as well as other products parameters in internal tools.
• Collaborate with IT (Architecture, Engineering & Service Management Teams) to ensure the requirements are balanced to deliver a scalable, user experience optimized, stable and performant technology product, that continually meets business needs, ensuring Non-Functional Requirements and system enablers are considered.
• Contribute to the EOL Web and/or Mobile initiatives Work Programme (both enhancements and projects) and their specific channels backlogs, help prioritise the features for delivery / release and support the release management plan.
• Support and continuously improve EOL?s 40+ functional features enabled through the Internet Booking Engine (IBE), Manage My Booking (MYB), Online Check-In (OLCI) sub-components.
• Suggest and implement corrective, adaptive and proactive changes to achieve improvements in availability, performance and capacity of EOL?s systems, applications and operations. In addition, streamline the incident management and support processes to minimise incident occurrences and reduction of recurring faults.
• Provide comprehensive support to EOL?s customers by administering support to R&CC and other stakeholders in order to optimise online (IBE, MYB, OLCI, Redemption etc) passenger revenue and online customer service levels across EOL channels (Desktop, Mobile and Apps). Coordinate with all necessary departments (including Corporate Communications, Skywards, Finance, CASA and IT Support) 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 EOL 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.