Head of E-Commerce

Role Objective:

The role holder is responsible for leading and directing the E-commerce & Ancillary departments within SalamAir inclusive of overseeing and supervising all aspects within E-commerce such as web development, app development, content system management, B2B/B2C portal and all Ancillary products and projects. The role is also accountable for overseeing the content of SalamAirs websites and supporting in online and web commerce initiatives.

Duties and Responsibilities:

• Establish the strategy for E-commerce and Ancillary departments that drive efficient, innovative and profitable operations that support the overall corporate strategy
• Manage and execute E-commerce and Ancillary initiatives to achieve sales targets set by the business
• Oversee all aspects of E-commerce to ensure that website/digital technology, structure, organization, design and functionality are customer driven, user-centric and metrics-based
• Establishes, refines, and revises site and performance metrics that will drive the business and enhance operational efficiency.
• Tracks and pursues E-commerce margin opportunities to execute specific online promotional strategies.
• Provides sales, margin and cost justification analysis for emerging E-commerce initiatives and promotions.
• Manages multiple projects ranging from small single release web portal deployments to large, high-profile, cross-team initiatives of the department including construction, launch, and management of E-Commerce sites
• Work with IT stakeholders and play a key role in ongoing optimisation of the PSS and other core applications including payment channels and web security in line with latest trends and technology
• Design and manage long-term roadmap for ancillary growth and innovation
• Manage content of ancillary products and communicate to internal and external partners
• Collaborate with stakeholders to ensure that they deliver against required ancillary objectives
• Provide benchmarks, research and analysis to the airline related to online tickets selling trends, marketplace price sensitivity, and consumer response in the industry
• Prepare, implement and manage written departmental processes and procedures (SOPs)
• Champion revenue maximisation and low-cost ethos and low-cost way of working
• Use RFPs to evaluate any new channel or vendor
• Strictly adhere to contract SLAs for all vendors – including monthly or quarterly reviews as needed

Budget & Planning

• Manage own departmental cost budget
• Ensure achievement of relevant revenue targets and cost savings
• Work closely with the Commercial team and other stakeholders to achieve revenue targets and business goals
• Management
• Manage staff and workload to ensure that team operates at maximum efficiency within deadlines
• Provide effective coaching and training
• Develop and motivate staff

Any other responsibilities or adhoc projects assigned by the CEO, CCO or Board

Business and Technical Competencies:

• Strong knowledge of relevant IT programs and programming languages
• management system
• Well-developed understating of data analysis as well as website matrices
• Experience working with customer acquisition like SEO, paid advertising & affiliates
• Experience with improving conversion rate though good UI/UX and tools like A/B testing, Heatmaps, Analytics, etc.
• Ability to define eCommerce KPIs and build meaningful reports
• Can articulate how to capture opportunities of modern airline retailing

Requirement

• Bachelor's degree in computer science, Business, Analytics, or any other relevant field
• Minimum 10 years of Airline experience with minimum 4 years at management level in a E-commerce or Ancillary role
• Experience with a low-cost PSS such as Radixx or Navitaire, experience in web development, mobile app development and content management system
• Fluency in English is required. Additional Languages will be desirable
• Strong leadership and consensus building skills
• Fluency in E-commerce Tech
• Proven ability to innovate and leverage technology to improve service delivery
• Excellent verbal and written communication skills
• Excellent project management skills
• Strategic/analytical thinker with proven commercial acumen
• Must be a self-starter, highly organized, and able to work well with all levels in the organization.
• Critical thinker with Proven Decision-making capability, Entrepreneurial, hands-on with a clear can-do attitude
• Enjoys and embraces change, Empathetic with strong People Management skills