Retail Services Specialist- Crew Engagement and Data Analytics

We have a fantastic opportunity for a Retail Services Specialist- Crew Engagement and Data Analytics to support and assist Retail Manager in planning, organising, and controlling the operational aspects of Emirates Inflight Retail & HQ Retail Services which are complete multi-dimensional business units in which the results are measured in terms of profit and loss. The core responsibility of this role would be enhancing crew engagement and leveraging data analytics to support onboard and retail shops performance.

In this role, 

Generic responsibilities would include:

• Assist Retail Manager in set up and operational aspects of all sales channels such as new outlets, shops, pre order, POS equipment, internet and intranet retailing and potentially mail-order deliveries to enable Retail Services to maximise potential revenue return.


• Research new products and analyse product categories for improved revenue through various sales channels. To be responsible for the initial contact with local suppliers and short listing of product for presentation to Manager, liaising with P&L, and ensuring suppliers terms and conditions meet EK needs.


• Oversee stock movements from suppliers, ensuring accurate quantities and specifications are delivered on time. Liaising with suppliers, Emirates, and bonded warehouses to maintain continuous product availability for customers. Collaborate with Supply Chain Analyst, Retail Manager, and P&L teams to forecast and adjust stock levels, optimizing inventory and ensuring adequate storage capacity.


• Monitor competitor Retail product and where necessary provide inputs to sales strategy to enable us to enhance and develop Emirates offering to ensure that Emirates product remains competitive and a leader in the field of Inflight Retail sales and Shops Sales.


• Monitor, evaluate and report product defects or brochure quality with a view to identifying poor quality trends, and accurately determining the cause of potential problems. Where the cause is external such as quality of manufacturing, incorrect box sizes, poor printing, inaccurate documentation or manuals, luck of consistency etc. The jobholder will take appropriate action with supplier to remedy problem and avert future reoccurrences.


• Understand and apply the Service Delivery Quality Policy Statement enthusiastically to fully satisfy our customers first time every time. Actively seek and obtain customer feedback and manage customer complaints.


• Lead and coach team members to promote a high-performance culture, team collaboration, and ongoing upskilling and development. Conduct regular performance management reviews to meet objectives and development plans that are set out and provide regular feedback.

Core Responsibilities in the Crew Engagement and Data Analytics role would include:  

• Drive initiatives that strengthen crew involvement, cabin procedures and utilize data to inform and optimize in-flight and shops retail strategies. 


• Manage cabin crew communication on product updates, promotions, and procedural changes through newsletters and other tools. Provide retail training with supplier support to enhance product knowledge and sales skills, focusing on seamless service and hospitality to boost onboard revenue


• Define operational procedures and excellence. Work closely with Service Delivery department to implement efficient operations needed to plan, develop and execute an elevated onboard retail experience for customers and crew


• Develop superior reporting dashboards that support EmiratesRED and shops strategic revenue-generating decisions. Optimize data analytics, focusing on sales trends, forecasting, basket sizes, cash vs. card transactions, and route-specific packing lists, etc. to maximize revenue. Continuously review and escalate Crew and KIS reports and incidents that require action. Update data reporting and present monthly reports for management or vendor review.


• Oversee the resolution of all customer feedback and complaints related to onboard and pre-order sales with CASA. Analyse complaint trends and expectations to continuously enhance the overall retail experience.

To be considered for this role, you must meet the below requirements:

• A completed Degree or Honours (12+3 or equivalent)


• 8+ years In-Flight Service or In-flight Administration experience


• Working experience within a Customer Service industry in Sales and Marketing or Finance role


• Knowledge of Duty Free sales in the transport industry


• Advanced knowledge of PC skills, MS Office software and Databases


• Ability to lead a team, inspiring confidence and facilitating development


• Data Analytic skills, creating reports and analysing data.


• Excellent communication skills both in written and spoken English and interpersonal skills


• Experience in creating communication art work with a creative mindset and visual merchandising

Safety Sensitive Role: No

Leadership Role: Yes