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Job Description

Job Purpose

Provide comprehensive support to eCommerce Distribution team by administering support Commercial and other parties in order to optimise online (IBE, OLCI, Skywards, Apps etc) passenger revenue and online customer service levels. Manage and coordinate with all necessary departments, including Corporate Communications and Pricing and Commercial Operations, to assist in identification of online revenue opportunities. Assist in promotion of direct sales strategy of Emirates in order to achieve distribution cost savings and generate incremental revenue. 

Job Outline:

  • Generic

– Maintain and enhance professional knowledge so that eCommerce and Mobile Department remains as the online centre of excellence to Commercial and local sales organisations. Periodic review of available industry information to keep abreast with recent developments and trends.
– Direct liaison with internal and external teams to ensure continuity of online operations, including Corporate Communications, Revenue Optimisation, R&CC, Skywards, Business Rewards, CASA, IT IBE Support and others.
– Develop and implement policies and procedures relating to the handing of online products and enhancements. Support other commercial departments with subject matter expertise, including training on new enhancements and implemented products.
– Be well versed with functionality and processes in and around all e-commerce systems ? Internet Booking Engine (IBE), Interline Bookings, Business Rewards, CUGO, Manage My Booking, Online Check In, Excess Baggage Payment, Miles Redemption & Upgrades, Email Upgrades, Mobile website, Refunds, Gift Cards, Hotel/Car Bookings, Apps etc.

  • Distribution (Systems & Operations) – Specific job Accountabilities:

– Independently triage all incoming communications to EOL Support inbox and direct manual updating of MARS for issue resolution of online booking failures.
– Identify patterns of consumer behaviour in addition to issues of system behaviour using customer experience systems to develop enhancements to the booking engine that directly contribute to revenue generation, service efficiencies, or cost reduction
– Analyse online booking issues to direct the root cause analysis by IT IBE Support in resolution. Expected to assume ownership of issues raised for IT investigation and subsequent code fixes. This includes issue analysis, requirements gathering, pre- and post-release testing.
– Comprehensively respond with decisions based on each scenario for every query within 1 working day, or coordinate with the relevant departments to ensure an appropriate response in line with customer experience objectives. Responsible for managing EOL Support mailbox using a defined structure and archive library. Periodic review of EOL Support mailbox management process and proposal of operational enhancements.
– Work independently and directly with internal departments like Credit Card & e-Payments Management, Revenue Accounts, EGIT and external payment partners like Worldpay, MIGS (Master Card Payment Gateway) and Global Collect to resolve payment queries on priority and assist with ticketing.

  • Sales – Specific job Accountabilities:

– Coordinate and follow up with internal or external suppliers to facilitate online transactions environment in local language where required for regional storefronts.
– Assist in managing reporting on internet sales and resolve business process issues in customer feedback.
– Support in gathering information from all Commercial departments and local stations about eCommerce developments needs and assist in designing appropriate action plans.
– Regularly research developments on competitor sites, identify valuable features and analyse new possibilities on order to enhance the booking engine to match market needs. Also carry out regular pricing comparisons between benchmarked world-wide websites and emirates websites in order to highlight areas where Emirates does not have competitive fares.
– Sales Operational focus ? gather and analyse sales requirements to create revenue generating activities for the roll-out of online bookings via www.emirates.com local websites.

Qualifications & Experience

Commercial/Sales. Other : 

Degree or Honours (12+3 or equivalent) :

Distribution (Systems & Operations) 2+yrs Experience in an airline with knowledge of business and commercial processes relating to airline reservation and fares/pricing.

Extensive knowledge of MARS is highly desireable.


  • Strong hands on experience of MARS, CRIS, Cyber Source, Tealeaf
  • In-depth knowledge of Emirates booking process, online functionality (IBE, MYB, and OLCI) across all customer platforms (web, HTML5, Android, iPhone, iPad)
  • Proficient in all Office automation tools like MS Word, MS Excel, MS Access, MS Power point, MS Project, etc. 
  • Should possess strong analytical skills and proven ability to work at all levels and across different cultures. Should also possess strong written and verbal communication skills. Sales
  • Experience: 3+ years experience in an eCommerce environment, with knowledge of sales in addition to analytical capabilities.
  • Knowledge of distribution practices and regulatory environment as they pertain to the Internet is essential.
  • Familiarity with best practices in web is a must.
  • Experience in developing online sales including a background using ana managing advanced advanced interactive technologies will be an advantage.

Leadership Role: No

Safety Sensitive Role: No 

Salary & Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

Dubai, United Arab Emirates