Executive - Customer Experience Management (Airport Experience)

Job Description

Position General Summary

To plan and coordinate on Service Culture program and activities for overall airport ambience improvement.

Essential Position Functions

Ambience Improvement Initiatives

• To liaise and coordinate with relevent parties for any branding activities and/or decoration of the terminals. 
• To ensure the initiative in line with Service Culture.

Ambience Activities

• Plan, coordinate and liaise with CCD/CAD/MACS/TSD for any ambience improvement activities.
• To coordinate and plan with relevent parties on cultural and traditional performance, games, dance and booth as improvement initiatives in the terminal.

ASQ initiatives anchor for CEM

• To plan, liaise and coordinate with relevent parties on any occasion / activities during ASQ.
• To participate on meeting / workshop/ committee events.

Service Culture Committee

• As Secretariat for the committee. 
• Scheduling and minutes taking of the meeting.

Maintain record on all ambience improvement initiatives and activities.

Trainer for Joyful Experience.

Key Challenges

Skills

• Excellent communication skills and must be fluent in English and BM.
• Confident in providing information to staff, passengers and stakeholders.
• Possess a pleasant and professional attitude when dealing with staff, passengers and stakeholders.
• Well presented and follow grooming SOPs.
• Able to lead a team.
• Able to execute initiatives under minimum supervision.
• Ability to work under pressure e.g. complaint handling, emergency situations.
• Able to work in shifts.                                         
• Additional language is encouraged - mandarin, arabic, tamil
• Computer literate.

Education

External

• Bachelor Degree preferably in Customer Experience Management/ Hospitality or other related fields.        

Relevant Industries

External

• Degree holder with minimum CGPA 3.0 and minimum 1 year relevant experience.

Additional Information

• Open for Malaysian citizens only
• Please be reminded that only online applications will be entertained
• The application should reach us by 8 October 2025
• Only the shortlisted will be notified