The Service Delivery group at Emirates is comprised of multiple business areas that are fundamental to our operations. Within this area is our Cabin Crew Management team! Our team is filled with passionate people who are experts in their field of work and who play a key role in the success of our business and the growth of our brand! 

About the role: 

As a Crew Performance Specialist, you will collaborate with the Crew Performance Managers (CPMs) to manage, support, engage, and develop our crew to ensure that we are delivering the highest standards of hospitality on board. You will complete thorough investigations on our crews performance, reliability, conduct, and capability to support a safe and exceptional customer and crew experience. In this role, you will also manage and support the day to day and overall engagement initiatives and channels with all cabin crew stakeholders. 

What you will do:

• Ab-Initio Induction: Manage the end-end induction schedule for Ab-initio Crew, and liaise with key stakeholders to ensure a seamless experience. Be the focal point of contact for Abinitios to ensure a successful integration both professionally and personally into the EK Group. 


• Performance Management & Development: Analyse available data to identify trends in crew performance and provide proactive feedback, guidance and coaching to the crew member. Evaluate any performance shortfalls provided by the Training Specialist/Line Manager and promptly address with the individual Crew to ensure they meet the expected standards to be released to the line. 


• Case Management: Thoroughly investigate, document and respond to reports/incidents of misconduct and/or capability and ensure appropriate action/ sanctions and escalate to CPM when required. 


• Crew Reliability: Manage incidents/trends of absence/punctuality with crew member to encourage behaviour change. Work closely with the Crew Attendance Management team to manage crew with high sickness levels and issue relevant capability letters. 


• Customer Feedback: Action customer compliments and complaints relating to Crews performance. Analyse the data to identify any trends that need further investigation. 


• Projects: Champion projects to address and ensure continuous improvements of our processes and procedures with the objective of improving cabin crew performance, experience and retention. 


• Recognition & Development: Support CPM and other key stakeholders in identifying opportunities to further support the professional growth of cabin crew. Identify and develop engagement and recognition tools for crew to provide the highest levels of hospitality in line with company goals and objectives.

To be considered for the role, you must meet the below requirements: 

• Completed Degree or Honours (12+3 or equivalent) in a relevant field of study


• 5+ years of In-Flight Service or In-flight Administration


• Cabin Crew Experience: Mandatory; candidates must possess significant Cabin Crew experience, preferably in a leadership role. Alternatively, while Cabin Crew experience is essential, candidates with a relevant experience in supporting Cabin Crew management and/or knowledge in Service Delivery/Cabin
  Crew operation may be considered.


• Excellent communication and interpersonal skills


• An ability to influence and motivate through large forums and engagement programs


• Personal impact must be high to ensure positive engagement and buy-in from crew


• Knowledge of the respective cabin/on board performance issues, including the products and services


• Ability to analyse data, identify trends and make recommendations

Leadership Role: YES

Recruitment Process 

Emirates is an international organisation with employees from over 160 nationalities and we encourage applications from across the globe! Your application journey begins by applying via the Emirates Careers website. Please ensure that your CV is up to date for our talent acquisition team to review your profile.

If you meet the criteria of the role, you will be invited to complete a "HireVue" video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will be invited to complete an assessment followed by an interview with our hiring managers. If you are successful in the process, your Recruiter along with our Onboarding team will ensure a smooth transition to your new role at Emirates!

We look forward to hearing from you!