Director of Aviation Travel Services & Customer Experience – Kuwait

About the Role

The Director will lead all aviation travel operations and shape the customer experience strategy for a leading travel group in Kuwait. You will be responsible for aligning service standards with business goals, driving operational excellence, and fostering a culture of continuous improvement.

Key Responsibilities

• Oversee end‑to‑end aviation travel operations, including ticketing, reservations, and ground handling coordination.
• Design, implement and monitor customer experience programs that enhance satisfaction and loyalty across all travel touchpoints.
• Develop and manage budgets, performance metrics, and service level agreements with airlines and service providers.
• Lead, mentor and evaluate a multidisciplinary team of operations and customer service professionals.
• Collaborate with sales, marketing and IT to integrate technology solutions that streamline booking and support processes.
• Ensure compliance with local aviation regulations, safety standards and corporate policies.
• Analyse feedback, market trends and competitor activity to recommend strategic improvements.

Required Qualifications

• Bachelor’s degree in Aviation Management, Business Administration or a related field; Master’s preferred.
• Minimum 8 years of experience in aviation travel operations, with at least 3 years in a senior leadership role.
• Proven track record of developing and executing customer experience initiatives in a travel or airline environment.
• Strong analytical skills and ability to interpret performance data to drive decisions.
• Excellent communication and stakeholder management abilities, fluent in English; Arabic is a plus.
• Demonstrated proficiency with reservation systems (e.g., Amadeus, Sabre) and CRM platforms.
• Leadership style that promotes teamwork, accountability and continuous learning.

What We Offer

• Competitive salary package with performance‑based incentives.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and industry certifications.
• Dynamic, multicultural work environment in the heart of Kuwait.
• Generous annual leave and travel allowances.

How to Apply

If you are ready to drive aviation excellence and elevate the customer journey, please submit your updated CV and a brief cover letter outlining your relevant experience through the application portal.