Green Africa is a Lagos-based airline with a mission to be the quality airline that will better connect people and resources in Nigeria, and further, open up the West African seaboard.
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At the airport level, leverage Green Africa's services and brand equity as a reliable value carrier
Ensure Operational Efficiency in terms of On Time Performance with the aim of achieving a turnaround time of 25 minutes and average monthly OTP of 80% or more
Deliver superior customer service by ensuring all staff at the station are compliant with Green Africa customer service standards, are adequately trained and adept in handling situations, and conducting effective service recovery
Ensure adherence to Green Africa's safety standards by all staff including 3rd party service providers and ramp drivers/vehicles
Ensure implementation of SOPs as reflected in the approved Airport Services Manual and ensure corrective and preventive actions for audit findings
Liaise regularly with all stakeholders like Contact Centre, Security, Facilities & Logistics, Commercial Studio and 3rd party service providers to achieve seamless daily operations and conduct effective service recovery for customers during IROPS
Responsible for optimization of ticket sales and ancillaries on assigned routes
Conduct monthly strategic meetings for achieving monthly/quarterly/yearly targets and goals (e.g., monthly KPIs for OTP, ancillary revenue and ticket sales, and other performance indicators to improve
Share insights and analytics with Customer Experience gLeads (Senior Manager Airports & Director Customer Experience) and COO for increasing revenue via ticket sales and ancillaries at airports
Ensure adherence to the allocated budget for the station and suggest cost efficiency measures to the Customer Experience gLeads (Senior Manager Airports & Director Customer Experience) and COO
Qualifications
Possess a university degree or its equivalent in any discipline
have an aviation experience of 5 years or more of working at the airport in different capacities
Should have a good understanding of the concept and nuances of Customer Service
Previous supervisory experience in the airport environment is an advantage
Experience in sales & marketing and other commercial related roles is an advantage
Possess the ability to write, read and eloquently communicate in English language. Fluency in dialects and other foreign languages is an advantage
Proficient with Microsoft Office tools (e.g., Excel, PowerPoint, and Word)
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