Customer Experience Manager

OVERALL PURPOSE OF POSITION

The Customer Experience Manager shall manage the delivery of contact centre services and address any day-to-day operational issues arising from the contact centre outsourcing agreement and related insourced activities. The Customer Experience Manager works closely with the Head of Customer Experience and Ancillary Revenue to enhance every touchpoint of the customer journey, from pre-flight to post-flight.

Responsibilities

• Oversee the day-to-day running of the contact centre, ensuring service level agreements are achieved and driving customer excellence within the contact centre teams.
• Manage outsourcing agreement/s with contact centre provider/s and coordinate any communication or actions relating to the service agreement/s.
• Be a single point of contact for all day-to-day technical and operational issues/feedback arising for customer contact services.
• Contribute to the review and testing of customer information on the KM Malta Airlines (KMMA) website for optimisation and ease of customer self-service.
• Drive and contribute to team development for achievement of performance targets for speed, efficiency, quality and sales.
• Share feedback about customer service performance with relevant stakeholders to ensure consistency of customer service delivery.
• Review the material, processes and training content which is being used by the Call Centre to ensure it is consistently updated with any changes required by the airline.
• Liaise with other parts of the company and feed key customer insights to the departments responsible for Customer Experience to ensure that customer requirements are met.
• Involved in recruitment and training of the Customer Experience team.
• Support and lead an active role in establishing the requirements for and the implementation of a Customer Relationship Management system across the organisation.
• Be an effective change Manager and lead through change by supporting the development and maintenance of a customer-focused culture within the Company.
• Work closely with the Head of Customer Experience to ensure the delivery of business goals, projects, and objectives.
• Responsible for the continuous update of the chatbot and website FAQs to ensure customers are being served efficiently through automated channels.
• Manage and be a liaison between the Company and the contact centre to communicate with passengers when required.
• Be a point of escalation for the contact centre to resolve customer complaints.
• Check and manage the monthly billing of the contact centre, ensuring that all steps are being taken to improve efficiency and reduce costs.
• Suggest enhancements to customer experience to reach higher customer satisfaction.
• Oversee the delivery of projects aiming at enhancing customer experience.
• Manage a team of customer experience executives.
• Perform any other tasks as requested by the Head of Department.

Qualifications and Experience

• Minimum three (3) years of experience working in a Call Centre environment.
• Experience in working with Sabre or another Passenger Service System will be considered an asset.
• Experience in leading and driving teams interacting in both one-to-one and group settings within a customer sales and service environment with set service level agreements for contact centre efficiencies, including quality and sales targets.
• Good working knowledge and experience of Customer Relationship Management systems and practices.
• Ability to identify, prioritise and resolve key project and partnership issues.
• Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop skills.
• Ability to drive customer excellence by setting high service standards, promoting a customer‑focused culture, and ensuring every interaction reflects the organisation’s commitment to quality and care.
• Brings a consistently positive, solutions‑focused mindset to every interaction. Delivers exceptional customer service by actively listening, responding with empathy, and contributing to a supportive, high‑performing team environment.

Jobsplus Permit: 219/2024

Closing Date: 18th October 2026