Airport Customer Experience Manager Job Vacancy in Kigali, Rwanda – Aviation & Airport Services

Airport Customer Experience Manager

Company: Rwanda Airports Authority Location: Kigali, Rwanda Employment Type: Full-time Industry: Aviation & Airport Services Department: Customer Experience Vacancies: 1

Company Overview

Rwanda Airports Authority (RAA) is the national body responsible for the development, management and regulation of all civil aviation activities in Rwanda. As a key pillar of Rwanda’s economic growth strategy, RAA oversees the operation of Kigali International Airport and is actively expanding regional connectivity through new routes and state‑of‑the‑art facilities. With a commitment to safety, efficiency and world‑class passenger experience, RAA offers a dynamic environment where innovation meets service excellence. The Authority is a recognized employer in Rwanda, providing career opportunities that contribute to the nation’s vision of becoming a regional aviation hub. This role supports Rwanda Jobs, Jobs in Rwanda and broader Career Opportunities in Rwanda, aligning with the country’s ambition to attract global talent and foster local expertise.

Job Overview

The Airport Customer Experience Manager will lead the design, implementation and continuous improvement of the passenger journey at Kigali International Airport. Reporting to the Director of Operations, the manager will collaborate with airlines, ground handling agents, security, retail partners and internal teams to ensure a seamless, safe and memorable experience for all travelers. The role involves strategic planning, performance monitoring, staff training and the integration of digital solutions to enhance service quality. By championing a customer‑centric culture, the manager will directly influence the airport’s reputation, passenger satisfaction scores and overall operational efficiency.

Key Responsibilities

Develop and execute a comprehensive customer experience strategy aligned with RAA’s vision and international best practices. Monitor passenger flow, wait times, and service touchpoints using data analytics to identify improvement areas. Lead cross‑functional teams in implementing service enhancements, including signage, digital kiosks, mobile apps and multilingual support. Coordinate with airlines and ground handlers to streamline check‑in, security, baggage handling and boarding processes. Conduct regular passenger satisfaction surveys and translate feedback into actionable plans. Manage a team of customer service supervisors and frontline staff, providing coaching, performance reviews and career development. Ensure compliance with aviation regulations, safety standards and accessibility requirements. Prepare monthly and quarterly reports for senior leadership, highlighting key performance indicators and ROI of initiatives.

Required Skills

Strong leadership and people management abilities with a focus on coaching and empowerment. Excellent communication and stakeholder management skills, capable of influencing internal and external partners. Proficiency in data analysis tools and customer experience platforms. Strategic thinking with a results‑oriented mindset. Knowledge of aviation regulations, airport operations and passenger handling procedures. Fluency in English and Kinyarwanda; French is a plus.

Education

A Bachelor’s degree in Business Administration, Hospitality Management, Aviation Management, or a related discipline is required. Advanced certifications in Customer Experience Management, Service Design or Aviation Operations are advantageous.

Experience

At least five years of progressive experience in customer service leadership, preferably within an airport, airline, hospitality or large‑scale retail environment. Demonstrated success in driving measurable improvements in passenger satisfaction and operational efficiency is essential.

Salary

The position offers a competitive salary range of 800,000 – 1,200,000 SSP per month, commensurate with experience and qualifications. Additional performance‑based incentives may be provided.

Benefits

Health insurance coverage for employee and dependents. Retirement savings plan. Paid annual leave and public holidays. Professional development allowance. Employee assistance program.

Training

On‑boarding program covering airport operations, safety protocols and customer service standards. Continuous learning opportunities through workshops, certifications and industry conferences. Leadership development tracks for high‑potential managers.

Working Environment

The role is based at Kigali International Airport, a modern facility with state‑of‑the‑art infrastructure. The manager will work in a fast‑paced, multicultural environment, interacting with international travelers, airline partners and government agencies. Flexible working arrangements may be considered to support work‑life balance.

Application Process

Interested candidates should submit an online application through the Rwanda Airports Authority career portal, attaching a current CV and a cover letter outlining relevant experience and motivation. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for interviews and assessment exercises.

Equal Opportunity Statement

Rwanda Airports Authority is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are valued, respected and given the chance to thrive. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability or any other protected characteristic.

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