Job description
Role Overview
Manager Crew Engagement at Etihad Airways, based in Abu Dhabi. This role shapes the performance, wellbeing, and career development of the cabin crew community, influencing the employee experience and contributing to operational excellence across the organization.
Company Overview
Etihad Airways is the UAE's national airline, connecting people across continents and cultures. Operating from a hub in Abu Dhabi, the organization is executing a "Journey 2030" ambition to double its fleet, expand its network, and grow its people for a new era of excellence.
Role Purpose
To champion service excellence and crew engagement by inspiring and coaching cabin crew to deliver outstanding guest experiences, driving performance and development initiatives, and fostering a culture of continuous learning and operational excellence.
Key Responsibilities
Leadership & Coaching
- Lead by example as a champion of service excellence, inspiring and coaching cabin crew to deliver outstanding guest experiences.
- Act as the voice of cabin crew, building strong relationships across Training, Service Delivery, Guest Relations, HR, Cabin Safety, Welfare, and other key business areas.
- Collaborate with senior leaders on sensitive, high-impact matters, ensuring balanced, professional, and people-focused outcomes.
Engagement & Development
- Drive engagement and performance initiatives that motivate, develop, and empower the cabin crew workforce.
- Design and implement tailored development and career progression programs, supporting both personal and professional growth.
- Create and deliver innovative engagement events, forums, workshops, and recognition initiatives that strengthen connections with the cabin crew community.
- Foster a culture of continuous learning, feedback, and professional development, both for yourself and the wider cabin crew community.
Performance Management
- Oversee the cabin crew performance management process, providing data-driven insights and recommendations to senior stakeholders.
- Partner closely with operational leaders to proactively address performance concerns and implement effective improvement strategies.
- Lead investigations into service, operational, and performance-related matters, identifying opportunities for improvement and driving positive change.
Compliance & Safety
- Promote a culture of safety, compliance, and operational excellence, ensuring adherence to GCAA regulations and international aviation standards.
Qualifications & Experience
- Degree from a recognized university or professional qualifications in business and people management desired.
- Minimum of 5 years experience in a people management role.
- Experience as operating cabin crew is preferred but not essential.
Skills & Competencies
- High standard of computer literacy with proficiency in Microsoft Office applications.
- Good understanding and knowledge of airline safety, security, operations, and cabin crew management.
- Good project management skills.
- Understands the demands of managing a large multicultural work group in an airline or hospitality environment.
- Understanding of the culture and values of the UAE.