Manager, CX Soft Products, IFE Content & Aircraft Maintenance

Position Title

Manager, Customer Experience (Soft Products, IFE Content & Aircraft Maintenance)

Report To

Senior Manager, Inflight Product

Position Summary

This role is responsible for developing and managing Malaysia Airlines' onboard soft products and in-flight entertainment (IFE) to deliver a premium and customer-centric travel experience. The role oversees the selection, enhancement, and lifecycle management of onboard amenities, comfort products, and IFE content, working closely with internal and external stakeholders to ensure offerings align with the airline's brand, customer expectations, and business objectives. Through continuous innovation and customer insights, the role contributes to enhancing the overall onboard experience and supports Malaysia Airlines' ambition to become one of the world's Top 10 Skytrax airlines.

Key Accountabilities

• Elevate in-flight offerings (soft products) by enhancing onboard soft products to improve customer experience and meet customer expectations.
• Improve IFE content curation quality by reviewing and enhancing content selection to deliver a more engaging in-flight experience.
• Strategize customer experience / product roadmap by developing roadmaps that support customer needs and business objectives.
• Incorporate operational feedback into decision-making to ensure initiatives are practical and aligned with operational requirements.
• Project-manage each initiative to ensure delivery meets the required quality, timeline and budget.
• Drive a continuous improvement culture through regular review and enhancement of existing products, processes and initiatives.
• Coach and develop subordinates through guidance, feedback and relevant development opportunities.
• Upskill in relevant areas to strengthen capabilities and keep abreast of relevant industry developments.
• Maintain good relationships with suppliers to support effective collaboration and delivery of products and services.

Qualifications & Experience

• Bachelor's Degree in Business, Hospitality, Marketing, Aviation Management, Media, or a related discipline.
• Minimum 5–8 years of working experience in airline product development, customer experience, hospitality, luxury brands, entertainment, or related industries.

Area of Experience

Product development / curation

Skill & Competency Requirements

• Aviation-related fashion and cosmetics trends/development
• Insights from industry (general) and other airlines (specific)
• Global and regional media consumption trends/insights
• Customer focus
• Stakeholder management and influencing
• Sound decision-making
• Strategic thinking
• Discipline of management & execution
• Resourceful