Customer Relations and Tracing Manager, dnata Cargo

The Customer Relations and Tracing Manager leads customer support, shipment tracing, complaints and service-recovery activities for cargo operations. The role strengthens relationships with airline partners, cargo customers and the wider cargo community while ensuring that concerns are investigated and handled consistently. By analysing claims, feedback and service performance, the manager identifies process improvements and helps the operation meet its service commitments.

Key Responsibilities

• Develop plans for complaint handling, customer surveys, tracing, service recovery and continuous improvement in line with business objectives.
• Improve the customer call centre and ensure clients receive timely assistance with cargo services, queries and shipment issues.
• Oversee customer feedback and quality-system initiatives, using findings to strengthen service consistency and customer satisfaction.
• Manage escalated claims, coordinate investigations and work with senior stakeholders on corrective actions that prevent repeated discrepancies.
• Build relationships with airline principals, freight customers and cargo trade partners to understand needs and support retention.
• Monitor results against service targets, analyse trends and recommend operational changes that improve customer outcomes.

Requirements and Qualifications

• Bachelor's degree in commerce, business management or supply chain management.
• Eight to ten years of experience in ground handling, cargo operations or an international integrator, including at least two years in customer relationship management.
• Strong knowledge of ground handling, dangerous-goods acceptance, special-load handling and air cargo tariffs and transport rules.
• Experience managing escalations, customer-service performance and cross-functional corrective actions is important.

Skills and Working Approach

The role needs strong leadership, negotiation, customer communication, complaint investigation and analytical skills. The successful candidate balances commercial relationships with procedural discipline, keeps stakeholders updated, and promotes safe behaviour and measurable improvement throughout the team.

Employment Details

Full-time managerial role in Dubai. The position works across cargo operations, service teams and external partners and is accountable for performance reporting, customer satisfaction and ongoing process improvement.