Career Opportunities at Kenya Airways

Description

ROLE PURPOSE STATEMENT

Execute daily catering operations so as to ensure seamless product delivery and efficient management of catering processes in a timely manner.

KEY ACCOUNTABILITIES/RESPONSIBILITIES 

• Execute planned catering activities to ensure reliability of standards and schedules.
• Report on catering meal uplift per flight and address any operational challenges.
• Monitor and manage any disruptions in liaison with related stakeholders.
• Carry out efficient and effective loading and offloading of inflight amenities to achieve targeted objectives.
• Audit catering products from catering supplier and ensure KQ specifications are adhered to at all times.
• Ensure waste management and over catering  initiatives are in line with projected targets.
• Verify loading of items from the caterer and spot check on meals.
• Monitor and report on catering equipments return from out stations.
• Ensure proper loading of reading materials, landing cards, visa forms, headsets, blankets and other amenities.
• Monitor meal uplifts and communicate to out stations on return catering.
• Ensure all SPMLs are loaded and handed over to Crew with appropriate paperwork on flights ex-NBO and back catered flights.
• Meet arriving flights and solicit for feedback from crew in regard to the catering product.
• Participate in all catering related meetings and ensure implementation of any recommendations.
• Ordering of out station landing cards and preparation of in-flight documents for use on board.
• Input meal data and do a daily reconciliation with NBO catering supplier. 
• Ensure closure on variances on a daily basis.

Qualifications

• Certified in catering or related field
• 1-2 years’ relevant experience in catering
• Computer proficiency
• Organizational and analytical skills
• Valid driving license with at least 2 years experience will be an added advantage.

Desired Competencies

• Ability to work with minimum supervision
• Unquestionable honesty, integrity and ethics
• Accuracy and attention to detail
• Results oriented
• Strategic thinking and instant decision making
• Good communication skill

Note: This is a 3 year renewable contract based on performance.

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Description

ROLE PURPOSE STATEMENT

Execute daily catering operations so as to ensure seamless product delivery and efficient management of catering processes in a timely manner

KEY ACCOUNTABILITIES/RESPONSIBILITIES 

• Execute planned catering activities to ensure reliability of standards and schedules.
• Ensure all safety and security guidelines and regulations are observed and incorporated in all operational tasks.
• Report on catering meal uplift per flight and address any operational challenges.
• Monitor and manage any disruptions in liaison with related stakeholders.
• Ensure efficient and effective loading and offloading of in flight amenities to achieve targeted objectives.
• Audit catering products from catering supplier and ensure KQ specifications are adhered to at all times.
• Ensure waste management and over catering  initiatives are in line with projected targets.
• Verify loading of items from the caterer and spot check on meals.
• Monitor and report on catering equipments return from out stations.
• Ensure proper loading of reading materials, landing cards, visa forms, headsets, blankets and other amenities.
• Monitor meal uplifts and communicate to out stations on return catering.
• Ensure all SPMLs are loaded and handed over to Crew with appropriate paperwork on flights ex-NBO and back catered flights.
• Meet arriving flights and solicit for feedback from crew in regard to the catering product.
• Participate in all catering related meetings and ensure implementation of any recommendations.
• Ordering of out station landing cards and preparation of in-flight documents for use on board.
• Input meal data and do a daily reconciliation with NBO catering supplier. 
• Ensure closure on variances on a daily basis.

Qualifications

• Certificate in catering or related field.
• At least 4 years relevant experience in catering.
• Computer proficiency.
• Organizational and analytical skills.
• Valid driving license with at least 2 years experience will be an added advantage.

Desired Competencies

• Ability to work with minimum supervision
• Unquestionable honesty, integrity and ethics
• Accuracy and attention to detail
• Results oriented
• Strategic thinking and instant decision making
• Good communication skills

Note: This is a 3 year renewable contract based on performance.

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Description

The Catering Operations Manager- outstation will be responsible for implementing the operation, evaluation and development of the catering processes across all outstation catering units by ensuring adherence to product, equipment and supplies requirement for greater customer satisfaction and cost effectiveness.

The role exists to:

• Ensure all Catering safety and security guidelines and regulations are observed and incorporated in all catering stations.
• Ensure adherence of service standards by catering units across the network.
•  Monitor product quality from all stations and ensure adherence to laid down Service level agreements and meal specifications.
• Ensure all outstation budgets are adhered to and monitor wastage
• Monitor product quality and specifications from all assigned catering stations and raise findings immediately in case of deviation from agreed upon specifications.
• Ensure Outstation catering units dispatch flights on time and comply to KQ Catering specifications.
• Monitor over catering into Nairobi, match as closely as possible to no show indices
• Ensure compliance to catering audits and meals selections on all assigned stations and ensure high hygiene standard are adhered to.
• Ensure meal surveys are are undertaken for all assigned stations and prepare quarterly reports for analysis.
• Analyze feedback from voyage reports on all assigned stations and OTI’s, follow up on necessary action for improvement.
• Constantly evaluate and appraise catering stations performance. to ensure high performance level as stipulated in the contract
• Ensure all contracts to assigned stations are valid and renewal or retendering is initiated in a timely manner.
• Ensure timely supply of catering equipment and supplies to all assigned catering stations
• Ensure sufficient stocks are held at all catering stations and there is no excess equipment.

Qualifications

•  Degree in Food and Beverage or related field
• At least 3 years’ experience in a hospitality background or airline catering.
• Good knowledge of in-flight catering product and development cycle
• Knowledge of food safety systems
• Auditor training in basic food handling
• Computer proficiency
• Good communication skills
• Organizational and analytical skills

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Description

Reporting to Head Digital Commerce and Customer Experience, Operations Manager Digital Commerce is responsible for the stability, optimization, and availability of all the Digital platforms to ensure the best digital experiences for customers and end users. Manage day to day operation of the website, kiosks, mobile app and any digital synergies via CMS and digital ecosystems. Owns eCommerce/mCommerce operations. Working together with IT to continuously evaluate digital platforms for future functional enhancements and integrations to existing infrastructure and assets.

Key accountabilities for this role are;

• Participate in projects related to new digital commerce systems or changes to existing systems to ensure business goals are met with delivery of the proposed system solution.
• Work with IT and technology partners to clarify business requirements and assist in the development of the test strategy and plan.
• Participate in ideation and prioritization for future digital solutions use and enhancements while researching complex system issues and coordinates resolution.
• Documenting and maintaining business rules and business processes as well as how those rules and processes are captured and automated through digital systems.
• Review strategy and share best practices across teams to deliver on key operation metrics. Extract and share actionable insights with the team.
• Coordinate the production timeline for all digital assets including gather requirements from Digital Commerce team, communicate requirements to the IT team or external partner, review and receive approvals from key stakeholders, and distribute/upload creative asset.
• Responsible for the daily operational processes and procedures that support all digital programs and campaigns to deliver results. Execute automation and segmentation, build journey maps, load creative, tagging tracking pixels, implement testing strategy.
• Partner with the analytical team to develop and apply full site tracking for conversion tracking, attribution, browsing behavior, goals and pathing to aid in continual optimization.
• Working with Omni-Channel team, act as the site and mobile app business administrator and ensures optimal digital platform access. Together with acquisition team develop and implement content marketing and search engine optimization (SEO) strategies to maximize our organic results.
• Work closely with cross-units to help determine and implement new website and mobile app features, analytics tracking, reporting, and site optimizations while following best practices.
• Collaborate with key stakeholders to design, develop and maintain core digital operations processes to support collaboration and communication among digital and external teams.
• Work hands-on within all digital systems to support the execution, maintenance and continuous improvement of digital functions necessary to enable the team to perform in a fast-paced, results-oriented environment.
• Works closely with all stakeholders to identify business requirements and implement processes to maximize efficiency and meet objectives.
• Conduct business UAT sessions to test new functionality and customization or enhancements with users prior to releasing new functionality. Works cross functionally as required to build and maintain a variety of web pages, microsites and other online assets designed to drive deep site engagement and conversion.
• Serve as the Digital SME for partners on capabilities of the functionality of the platform, providing relevant, feasible and strategic solutions to support business objectives.
• Accountable for setting, and prioritizing urgencies for cross-functional teams while communicating ongoing statuses and removing any product build blockers.
• Tasked with end to end testing of digital product to ensure prescribed requirements are met and the Guest experience is top quality.
• Track and evaluate product analytics post launch leveraging data to provide relevant optimizations for improved performance.
• Work with leadership, internal stakeholders and business partners to create product plans and plan and prioritize product roadmap while managing expectations of stakeholders

Qualifications

• A minimum of 3-5 years’ experience in digital commerce and strong technical skills.
• Experience with technical, user and business issues in a fast-moving digital organization.
• Experience with eCommerce strategies for desktop, mobile web, and app.
• Willingness to take personal initiative and accountability, self-starter
• Ability to work in a fast-paced environment handling multiple projects
• Strong verbal and written communication and leadership skills, including an ability to communicate effectively to the C- level.
• Ability to work collaboratively across large matrix organizations.
• Critical thinker who is able to effectively navigate through ambiguity
• Strong accountability and ownership of products and assigned projects.
• Ability to work with development teams in multiple locations, with varying/flexible work hours.
• Strong dedication to the digital customer experience.
• Strong analytical skills and data-driven thinking.
• Up-to-date with the latest trends and best practices in digital technology.
• Experience with A/B Testing and data-driven decision making.
• Understanding of Agile and design thinking working approach.

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Description

Reporting to Head Digital Commerce and Customer Experience, Manager Omni-Channel Experience is responsible for connecting all sales channels and fuse them into one seamless Kenya Airways shopping experience. The role is a key enabler to direct first strategy. Key duties and responsibilities will include;

• Owning the overall roadmap for key Kenya Airways Digital touchpoints initiatives, including strategy definition and delivery
• Working with IT and digital operations team deliver a strong omnichannel experience by having a single commerce platform that joins front-end and back-end systems and also provides a central hub for order management, customer, stock and inventory data.
• Ensure accurate information across all customer touch points is delivered in real-time to create efficiencies and improve the customer experience.
• Combine all customer data into a single source to get one complete view of the customer across all channels and touch points to deliver a consistent customer service and also support personalized marketing, merchandising and targeted promotions across all channels.
• Together with IT and digital operations team define and execute the Mobile first strategy.
• You will wake up every day obsessed with finding new and treading channels where customers are and adding these into existing channels.
• Provide end to end Product Management to ensure digital offerings meet client needs while differentiating Kenya Airways in the marketplace.
• Partner with digital operations team to resolve operational concerns that impact order fulfillment.
• Build strategic plans to bring digital and live environments (e.g. retail, call centre) together through authentication capabilities.
• Develop a digital-first strategy and roadmap to transform our customer's authentication experience into best in class throughout the customer journey.
• Troubleshoots and researches issues related to changing trends, behaviours, or performance to identify what is impacting the business and determine how to address.
• Manages vendor partners to help solve customer and business problems and collaborate to drive for new innovations in products and services that best meet business needs.
• Analyze E2E flows using customer behaviour data to identify opportunities for improvement.
• Convert strategic ideas into executable actions by defining solution requirements and facilitating the various team activities to implement solutions.
• Facilitate ideas to enhance the customer experience and improve speed to market.
• Conducting competitive analysis and market research across mobile.
• Develop business solutions and functionality to remove adoption barriers and increase client utilization of digital tools.
• Drive app downloads, managing reporting and creating the ultimate mobile customer experience.
• In collaboration with acquisition team, you will develop, identify and manage comprehensive mobile marketing campaigns that drive mobile app adoption, improve the customer experience and identify mobile consumer optimization opportunities.
• Drive mobile app engagement and making the Kenya Airways App the #1 mobile app user experience. You need to have creative approaches that drive customers engagement through the mobile application.
• Seek continuous product and service improvement through customer and employee feedback.
• Managing the mobile product roadmap including i.e Native APPs, hybrid applications, and progressive web apps.
• Interact internally with sales teams to leverage electronic channels for maximum channel containment and Channel shift to electronic ‘self-serve’ channels.
• Mentor and coach existing team members to support their performance and development   

Qualifications

• 5-7 years of experience, with knowledge of Retail operations and/or eCommerce operations specifically on Omni channel.
• Core understanding of web content and ecommerce website functionality.
• Experience with Omni channel marketing, brand or agency experience a plus
• Experience in the online gaming industry.
• Strong focus on User experience for mobile.
• Strong knowledge of A/B testing platforms e.g Adobe Target, Optimizely
• Deep understanding of testing, personalization and segmentation best practices.
• Strong tactical problem-solving, proven cross-functional leadership, and a bias for action.
• Proven ability to work in a demanding, fast-paced global environment; must be able to leverage cross-functional teams to deliver results to meet specific deadlines and shift focus with changing priorities.
• Excellent interpersonal and relationship-building skills with the ability to communicate effectively with senior managers.
• Experience with product management and product strategy development
• Understanding of Agile and design thinking working approach.
• Critical thinking/ problem solving skills