Manager Inflight Customer Experience (Airline)

As the Manager of Gustatory & Olfactory Experiences, your role will involve driving the strategy, innovation, and execution of premium food and scent-based experiences onboard. Your focus will be on creating branded, sensorial offerings that enhance the passenger journey. This position requires a blend of consumer insight, product innovation, and collaboration with cross-functional teams to deliver unique experiences. Key Responsibilities: - Lead the design and development of branded food and olfactory experiences across all cabin classes. - Develop a strategic roadmap in line with brand positioning and customer expectations. - Conduct market research to identify trends, gaps, and opportunities in sensory experiences. - Incorporate regional and global consumer insights into product curation. Experience Design & Development: - Create and launch new branded food and scent-based experiences such as snacks, beverages, cabin fragrances, and amenity scents. - Collaborate with partners, suppliers, and internal teams to ensure quality and innovation. - Prepare user stories and product briefs with clear goals and success metrics. Stakeholder Engagement & Communication: - Present and validate concepts with senior leadership and cross-functional teams. - Provide regular updates and insights through clear reports and presentations. - Coordinate closely with Procurement, Marketing, Operations, and CX Insights teams. Performance Monitoring & Optimization: - Monitor product performance through tracking usage, feedback, and operational data. - Recommend enhancements based on consumer insights and feasibility. - Maintain records of supplier evaluations, trials, and procurement processes. Project & Process Management: - Manage development cycles in Agile environments to ensure on-time execution. - Direct vendors and procurement teams with clear feedback. - Support the preparation of high-quality stakeholder presentations. Qualifications & Experience: - Bachelor's degree in Product Design, Hospitality, Sensory Science, or related field (Masters preferred). - 7-9 years of experience in consumer-focused product or service development. - Minimum 5 years in product innovation, preferably in hospitality, aviation, or luxury services. - Previous experience with branded food products and/or olfactory design is highly desirable. - Strong understanding of sensory design principles and customer experience. - Excellent communication, presentation, and stakeholder management skills. - Ability to excel in fast-paced, cross-functional environments.,