Manager Passenger Experience

To develop and implement initiatives customized to an airport eco system that creates smooth passenger experience at all Airport Touch Points.


Direct the delivery of the GMR Airport experience and operational development programs ensuring alignment with corporate strategy.


Communicate the performance of the programs and projects to the Airports leadership team and be accountable for successful delivery.


Ensure overall integrity of the Feedback Management System.

Aesthetics & Branding Standardization:
Plan and execute d cor and passenger engagement events at HYD Airport by Coordinating with Corporate Communication/ BD-Non Aero.


Coordinate with the Corp-Com/BD-Non Aero team for review and standardization of all Collaterals across the Airport including the commercial and F&B outlets.


Online Reputation Management

Event & D cor Management

Plan and execute d cor and passenger engagement events at HYD Airport by Coordinating with Corporate Communication/ BD-Non Aero.


Preparation of yearly calendar of Events.


keep up with the latest trends and updates in the Aviation industry, accountable for organizing the FGDs (Focus Group Discussion) and CIPs (Continues Improvements to engage passenger)

Passenger Journey mapping and experience enhancement

Observe gaps in current service delivery mechanism, review passenger requirements based on VOC (voice of Passengers), compare VOC vs VOB (Voice of Business) and infrastructure requirements to meet passenger expectations.


Must have Balance of Technology and Human Touch / NPS Management.


Develops and shares Passengers insights and drives these into outcomes, by defining functional & Non-functional requirements which helps ensuring that the Pax.

Ex department meets quality requirement.


Interact with Passengers during the full life cycle of the passenger Experience journey to ensure a positive Passenger experience.


Passenger Experience Audit Management
Manage Below Audits
Food Safety Audits
Retail Experience Audits
Facility Audits
Landscaping Audits

Coordinate with various Stakeholders like CISF, RAXA, concessionaires etc for passenger experience initiatives /decors

Coordination with External Vendors for events & D cor

Coordination with internal departments like Operations, Business Development, SPG and Finance for PR/PO and invoice clearances

Coordination with internal departments like Operations, Business Development, SPG and Finance for PR/PO and invoice clearances

Will be coordinating with GHIAL employees
and outsourced employees

Any Degree
Knowledge of SAP modules
Exposure to project Management will be an added advantage
Event Management

8-12 years of relevant experience
Having fair understanding of event management and d cor
Fair understanding of MS office
Experience in Airport Sector/ Airlines/Retail will be an added advantage.