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Develop and manage the Ecommerce Customer Service Strategy to enhance service quality and E-Commerce support services. Lead, manage, develop and optimize all air-related ancillary products. Develop strategies to maximize passenger revenue performance and analyse revenue trends to support management decisions.



  • Develop and manage online reservation, ticketing, payment and customer service policies.
  • Analyse customer behavior and propose changes to optimize customer experience.
  • Implement and monitor service delivery KPIs across E-commerce applications and channels.
  • Have thorough understanding of online booking and online payment technologies in the airline industry, experience in airline reservation and ticketing .
  • Good understanding of the airline distribution model, recent industry developments and airline revenue management principles.
  • Lead teams responsible for all aspects of development, pricing, forecasting, and analysis for Jazeera Airways ancillary product offerings.
  • Liaison with IT team to design, develop, and implement tools related to air-related ancillary products.
  • Liaison with Navitaire during the design and development of new ancillary products and price management tools.
  • Analyze all aspects of customer’s booking path, preflight, airport and in-flight experience and recommend opportunities to generate additional revenue from passengers.
  • Work closely with Commercial (marketing, network planning, RM & pricing) Technology, Executive Management to successfully develop, manage and optimize ancillary products.
  • Mange team responsible for establishing reasonable forecasts on product performance, and provide weekly, monthly and on-going reports to management on the success and progress of ancillary product development.
  • Develop recommendations/work plans to solve/improve performance.
  • Seek and recommend improvements to current products.
  • Oversee the development and evaluation of test cases for new products or changes to existing products.

Ancillary Services:

  • Plan, develop and implement Jazeera Airways Ancillary Revenue Strategy.
  • Responsible for the development and lifecycle management of related Ancillary Services products.
  • Implement, and contribute to the development of roadmaps, strategies, and short and long term plans in compliance with Ancillary Revenue objectives.
  • Create, manage, coordinate and develop Ancillary service and product for individuals and groups.
  • Have in depth knowledge in commercial department with international and regional airlines.
  • Manage the portfolio of existing and new ancillary revenue products sold online, on board, at airports or through partnerships.
  • Propose and implement internal projects for improvement of existing ancillary revenues.
  • Monitor every ancillary revenue stream on a monthly basis, and ensure performance exceeds the ancillary budget
  • Achieve targets with regards to ancillary revenues, working with providers and commercial colleagues to continually improve products and distribution channels.
  • Ensure policies relating to ancillary revenue products are defined, documented, communicated and understood, both internally and externally.
  • Provide regular reports on Ancillary Revenue achievements, providing management with insight into product/channel/route trends and issues, recommending actions where appropriate.
  • Maintain an overview of competitor ancillary activities.
  • Ensure ancillary revenue products are included in sales and promotional campaigns when relevant.
  • Use market research and any other available analysis to identify and deliver new product ideas.



  • Hold a Bachelor’s Degree in Information and Communications Technology (ICT), or E-Commerce or related field.

  • Minimum 10 years of experience in an airline ancillary revenue environment, e-commerce & digital marketing.

  • In depth understanding of e-commerce technology and latest innovations, not just in aviation but other market sectors.

  • Extensive experience in Product Development, Product/ Portfolio Management, Revenue Management, Distribution, Sales, e-commerce, IT and/or Project and Process Management.

  • Excellent negotiation, conflict management and change management skills.

  • Very good strategic, commercial, conceptual, analytical thinking and presentation skills.

  • Familiar with SQL, SPSS, MS excel and simulation modelling.

  • Able to efficiently summarize data and present recommendations to senior management

  • Must have good attention to detail for reporting and analysis
  • Able to work collaboratively with other departments, partners and staff
  • Strong management and leadership skills
  • Effective written and verbal communication skills in English, Arabic is an advantage.
  • Strong, demonstrated problem solving skills involving both business problems and people interactions
  • Advanced knowledge of industry technologies (GDSs, Pricing/Revenue Management systems, analytical software) preferred.

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