Manager, Retail Customer Experience Strategy

Delta Air Lines Atlanta, GA


Delta Air Lines is seeking an experienced, strategic and high-performing leader responsible for the development and implementation of Reservations and Customer Care’s Retail and Servicing customer experience strategy through close collaboration with commercial teams, including Customer Engagement & Loyalty, Revenue Management, Global Sales, Network and Global Distribution & Digital. The successful candidate will have demonstrated success in leading teams and proactive development and execution of key business strategies. The successful candidate will have strong influencing, analytical, financial, interpersonal and strategic skills. The Manager will also formalize feedback loops between Reservations and Customer Care Specialists and our Commercial teams in order to lead strategic business direction. 

Summary of responsibilities (not comprehensive of all tasks):  

  • Partners closely with Commercial Strategy leadership team to establish effective goals and tactical plans supporting strategic initiatives for Reservations and Customer Care while influencing broader commercial initiatives. 
  • Maintains and establishes effective relationships with Commercial teams and formalizes feedback loops between our specialists and commercial teams. 
  • Builds and implements strategies that drive process improvement for our people, grows premium revenue and improves customer experience and operational efficiency. 
  • Advocates for the customer and develops transparent opportunities to improve the customer experience and benefit operational performance. 
  • Coaches and develops a highly effective team. 


  • Must have a bachelor’s degree in business or equivalent work experience in a related field, along with a minimum 3 years of commercial airline experience or equivalent; an MBA is preferred. 
  • Prior leadership experience, particularly commercial leadership experience strongly preferred.  
  • Must have a proven track record of results, analytical skills and an ability to develop effective relationships with all levels of the organization. 
  • Must have excellent problem solving and analytical skills; a track record of improving processes and strategic thinking is a plus.  
  • Must be capable of working under pressure, while managing multiple tasks simultaneously. 
  • Must be performing satisfactorily in current position. 
  • Embraces diverse people, thinking and styles 
  • Consistently makes safety and security, of self and others, the priority
  • Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc.


  • Demonstrated ability to develop and present effective, data-driven recommendations and presentations to Director and VP level executives in a clear and concise manner is strongly preferred. 
  • Commercial experience in Revenue Management, Loyalty, Network, or Sales or is strongly preferred. 
  • Customer focus and understanding of Delta product and services, policies, procedures, network, technology, and commercial organization is highly desired. 
  • Experience in or working closely with Delta frontline teams is a plus. 
  • Experience and familiarity with key internal data sources is preferred (RPAD, Loyalty database, etc.).  

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