At Marabu Airlines, we bring people to their favorite places by the sea – and we believe the journey should already feel like a holiday. As Service Delivery Manager, you will shape the onboard experience across both Business and Economy Class, ensuring our guests feel truly welcome above the clouds.

In this role, you will lead the development of our service culture and cabin procedures, act as the key link between the crew and product teams and ensure service excellence on every flight. You will also serve as the Deputy to the Head of Cabin Management, supporting leadership topics and stepping in when needed.

Responsibilities and tasks:

Service Strategy & Culture

Own and develop Marabu’s onboard service culture and delivery strategy

Translate our brand promise into clear, practical service standards for Business and Economy Class

Procedures & Documentation

Define, implement, and continuously improve service procedures and routines for the cabin crew

Maintain the Service Handbook, onboard announcements, and operational documentation in close cooperation with the Inflight Experience team

Training & Communication

Instruct and support cabin crews in all service-related matters

Design and conduct training sessions in line with Marabu’s corporate identity (CI), ensuring consistency in style, tone, and brand experience

Share updates and represent the service vision in internal crew forums and communications

Performance Management

Monitor onboard service performance and customer satisfaction

Define KPIs and support the Cabin Crew department in meeting service and onboard sales targets

Review crew feedback and operational data to resolve service issues and drive improvements

Crew Commission & Tools

Design and manage fair, motivating crew commission structures

Ensure smooth implementation and compliance across all relevant systems

Crew Meals

Oversee minimum standards for crew meals in alignment with catering and procurement teams

Uniform Standards

Manage the selection, provision, and quality standards of crew uniforms in cooperation with suppliers and procurement

Partner Airline Coordination

Represent Marabu in partner airline meetings and align shared service procedures as needed

Innovation & Industry Trends

Stay informed about hospitality and airline service trends

Benchmark against industry peers to keep Marabu’s inflight experience modern, relevant, and competitive

Deputy Role

Act as Deputy to the Head of Cabin Management and support leadership tasks across the department

Requirements

Passion for onboard service delivery

A minimum of bachelor’s degree in management, hospitality, marketing, aviation or similar

Proven experience in a similar role

Ideally experience as Service Instructor

Vast knowledge of various industry trends and practices in service delivery

Previous leadership experience would be an advantage

Familiarity and troubleshooting ability with Crew iPad tools, such as Teams, WebManuals, vPOS

Excellent problem-solving skills with the ability to quickly understand and act on issues

Willingness to solve problems outside area of expertise

Excellent interpersonal and communication skills

Proactivity and flexibility

Fluency in English, both written and spoken

Benefits

Inspiring and truly unique experience at the newest Estonian airline

Competitive compensation package

Additional 7 days of vacation per year

Paid sick leave from first day and three health days

Development and career opportunities

Flexible working environment

Opportunity to work with a dynamic and multicultural industry-leading team

A modern office in Ülemiste, filled with exciting office events