The main objective for Manager E-support, Content and Quality Management Main is to manage the quality, operational and functional performance and availability of the kq.com, m.kenya-airways.com and mobile app and its applications (booking tool, paid services, promotions and ancillary services) to secure the online revenue
Responsible for maintaining consistency and flexibility throughout the Sales & Service Centres .He or she is also the functional liaison between e-sales and Call Centres.
Key interactions includes: Legal, Marketing, CSS Team, other functional areas and all online applications i.e (eBT (electronic booking tool), ICI (Internet check-in), Payments, Manage My Booking, Timatic, Flight timetable, flight status etc. This role incorporates new and existing technologies into the execution of the business content strategy in support of customer experience and business objectives.
Manager E-Support Job Responsibilities
- Translate e-Commerce vision and strategy into both a functional as operational strategy to secure the availability, performance and support of the kq.com and Mobile tools & services. Manage the shift of content related activities from local establishments towards central.
- Manage Content team in order to achieve content development goals and to execute the operational content.
- Manage/Participate in content Projects
- Steer content team
- Deliver all content support services to Field Sales organisation & HQ to assist in and help execute their local E-sales and Central strategy
- Manage and organize application and user support for the Booking tools; eBT, MMB, ICI, Paid Services. Act as second line support for all online applications:-
- Manage daily issues & improvements
- Ensure continuity & quality support for all sales application
- Manage second line online product support
- Leads business content development, coordinates with relevant stakeholders to proactively identify business content needs in support of the Customer On-line platform
- Develop business content workflow processes.
- Develop and implement site data strategies to create an intuitive user experience throughout the online shopping experience.
Quality Management
- Manage Quality Assurance Team (1 FTE)
- Responsibility for website kq.com and Mobile products offer, including the full airline scope
- Alignment between all stakeholders involved for implementation of new carriers, SPA’s, routes, code share
- Coordinate the implementation of new country websites
- Responsible for interface role with Legal department, Revenue Management and other internal and external stakeholders
- Key project participation
- Pro-actively optimizes quality in the broadest sense by being the liaison with different stakeholders when searching for and solving structural operational issues.
E-Payment management & Monitoring
- Translate e-Commerce payment vision and strategy into both a functional as operational strategy.
- Manage e-payment team (1FTE)
- Proactively monitoring & analyzing of payment errors
- Define implementation of monitoring tools for Quality and Payments Analyses
- Define, advise & improve payment support processes
- Manage all Payment service providers and Acquirer contracts and SLAs.
Qualifications for the Manager E-Support Job
- Bachelor degree in business administration or Commerce or Business IT(BBIT)
- Proficiency in MS office, Internet, Database
- Fluent in written and spoken English
- Strategic insight & market overview in content management, market developments & content management systems
- Experience: 4 years in online application management
- Airline experience is added advantage
The post Kenya Airways Job Vacancy : Manager E-Support, Content and Quality (E-Commerce) appeared first on Jobs in Kenya - https://jobwebkenya.com/.
The post Kenya Airways Job Vacancy : Manager E-Support, Content and Quality (E-Commerce) is republished from Jobs – Jobs in Kenya – https://jobwebkenya.com/
