Customer Experience Manager Job Vacancy in Port Louis, Mauritius – Aviation

Job Description

Position: Customer Experience Manager

Company: Air Mauritius

Location: Port Louis, Mauritius

Experience: 5+ years in customer service leadership

Education: Bachelor’s degree in Business Administration or related field

Employment Type: Full-time

Industry: Aviation

Department: Customer Service

Salary: SSP 800,000 – 1,200,000 per annum

Vacancies:1

Company Overview

Air Mauritius is the national carrier of the Republic of Mauritius, operating a modern fleet that connects the island to major global destinations. With a legacy of over four decades, the airline has built a reputation for safety, reliability, and exceptional hospitality. As a leading player in the aviation sector, Air Mauritius contributes significantly to the country’s tourism and economic growth, offering a dynamic workplace that embraces diversity, innovation, and sustainable practices. The company continuously invests in technology and talent to enhance passenger experience, making it a premier employer for those seeking rewarding careers in the airline industry. Join a team that values excellence and is dedicated to delivering world‑class service, while enjoying the vibrant culture of Mauritius.

Job Overview

The Customer Experience Manager will lead the development and execution of strategies that elevate the overall journey of Air Mauritius passengers. This role involves overseeing the customer service department, implementing best‑in‑class service standards, and collaborating with cross‑functional teams to ensure seamless interactions across all touchpoints. The manager will analyze feedback, drive continuous improvement initiatives, and champion a customer‑centric culture throughout the organization. For more information about the airline and its commitment to excellence, visit https://mauritiusjobsearch.com/. This position offers a unique opportunity to shape the future of travel experiences in a fast‑growing market, contributing directly to the airline’s strategic goals and the broader landscape of Mauritius Jobs.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with corporate objectives.
• Lead, mentor, and evaluate a team of customer service supervisors and agents to ensure high performance.
• Monitor and analyze passenger feedback, complaints, and satisfaction metrics to identify improvement areas.
• Collaborate with Marketing, Operations, and IT departments to design seamless service processes.
• Introduce innovative digital tools and self‑service platforms to enhance the passenger journey.
• Prepare regular reports for senior management, highlighting trends, KPIs, and actionable insights.
• Ensure compliance with aviation regulations and internal service standards.

Required Skills

• Strong leadership and people‑management capabilities.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and customer insight tools.
• Ability to design and implement service improvement initiatives.
• Knowledge of aviation industry standards and regulations.
• Fluency in English; French or Creole is an advantage.

Education

A bachelor’s degree in Business Administration, Hospitality Management, Aviation Management, or a related discipline is required. Advanced certifications in Customer Experience Management or Service Excellence are highly desirable and will be considered an asset.

Experience

The ideal candidate will have at least five years of progressive experience in customer service leadership, preferably within the airline or broader travel industry. Demonstrated success in managing large teams, driving service transformation, and delivering measurable improvements in customer satisfaction is essential.

Salary

The compensation package ranges from SSP 800,000 to SSP 1,200,000 annually, commensurate with experience and qualifications. The package includes performance‑based incentives, health benefits, and retirement contributions.

Benefits

• Comprehensive health and dental coverage.
• Annual leave and paid holidays in line with Mauritian labor law.
• Employee travel privileges on Air Mauritius flights.
• Professional development allowance.
• Retirement savings plan with employer matching.

Training

• Onboarding program covering airline operations, safety, and service standards.
• Leadership development workshops and mentorship opportunities.
• Continuous training on emerging customer experience technologies.
• Access to industry conferences and certification courses.

Working Environment

Air Mauritius offers a collaborative and inclusive workplace located at the Sir Seewoosagur Ramgoolam International Airport and corporate offices in Port Louis. Employees benefit from a multicultural environment, modern facilities, and a strong emphasis on work‑life balance. The airline encourages innovation, supports flexible working arrangements where feasible, and fosters a culture where every voice is heard.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal on the Air Mauritius careers page. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for an initial interview, followed by assessment centre activities and final discussions with senior leadership.

Equal Opportunity Statement

Air Mauritius is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, age, disability, race, religion, or sexual orientation. All qualified applicants will receive consideration for employment without regard to any protected characteristic.