Senior Manager

Job Description

Senior Manager – Quality & Customer Insights – Emirati Talent
 

Lead Quality at Scale. Influence the Customer Experience. Leave a Lasting Impact.

At Emirates Flight Catering (EKFC), quality is not a function—it’s a promise. As one of the world’s largest airline catering and services providers, we operate in a highly regulated, high-expectation environment where quality, compliance, and customer trust are non-negotiable.

We are looking for an Emirati leader to step into a pivotal role that shapes how quality is embedded, measured, and continuously improved across our diverse operations.

About the Role

As Senior Manager – Quality & Customer Insights, you will play a critical role in executing EKFC’s Quality Management System (QMS) and customer insights strategy across airline catering, airport operations, Linencraft, and commercial catering.

Reporting to the Assistant Vice President – Quality & Customer Insights, you will bridge strategy and execution—ensuring ISO 9001 compliance, audit readiness, quality consistency, and meaningful use of customer feedback to drive improvement.

This role offers enterprise-wide exposure, leadership responsibility, and the opportunity to influence quality culture at scale.

Key Responsibilities

• Lead and coordinate QMS execution and quality initiatives across multiple business units.
• Oversee internal, external, and customer audits, ensuring readiness, evidence integrity, and timely closure of findings.
• Drive compliance with ISO 9001 and EKFC quality, food safety, safety, and environmental policies.
• Consolidate and analyse quality KPIs, dashboards, and performance trends to support data-driven decision making.
• Lead the analysis of customer feedback (complaints, compliments, surveys) and translate insights into improvement actions.
• Champion quality culture and continuous improvement initiatives across the organisation.
• Ensure QMS documentation governance, consistency, and accessibility through the QMS portal.
• Lead, develop, and resource a multi-layered quality team while supporting OPEX/CAPEX planning.

What We’re Looking For

This role is ideal for an Emirati Quality professional who thrives in complex, operational environments and is ready to lead with confidence and credibility.

You will bring:

• A degree in Quality Management or a related field.
• ISO 9001 Lead Auditor certification (mandatory).
• 8+ years’ experience in quality roles within large, ISO-regulated organisations, including people management experience.
• Strong expertise in QMS implementation, audits, document control, and quality performance improvement.
• Proven ability to engage stakeholders, analyse data, and align quality objectives with business outcomes.
• A leadership mindset with strong attention to detail, structure, and continuous improvement.

Why Join EKFC?

• Lead quality across one of the region’s most complex operational environments.
• Gain exposure to senior leadership, regulators, and global customers.
• Be part of an organisation that values excellence, accountability, and Emiratisation development.
• Make a visible impact on brand trust, operational reliability, and customer satisfaction.

This opportunity is open to Emirati Nationals only.

If you are ready to lead quality at scale and shape the customer experience, we invite you to apply.