Description
Marabu Airlines is on the lookout for a Cabin Service Delivery Manager based in Tallinn. In this key role, you will lead the development of the airline’s service culture and cabin procedures, acting as the vital link between the cabin crew and product teams to ensure service excellence on every flight. You will also support leadership initiatives as Deputy to the Head of Cabin Management, stepping in when needed. This is a Tallinn-based office position, with a 10% flying workload considered beneficial.
Key Responsibilities:
As a Cabin Service Delivery Manager, you will own and develop Marabu’s onboard service culture and delivery strategy while translating the brand promise into clear, practical service standards for both Business and Economy Class. You will define, implement, and continuously improve service procedures and routines for the cabin crew, maintaining the Service Handbook, onboard announcements, and operational documentation in close cooperation with the Inflight Experience team. You will instruct and support cabin crews in all service-related matters, design and conduct training sessions aligned with Marabu’s corporate identity to ensure consistency in style, tone, and brand experience, and actively share updates while representing the service vision in internal crew forums and communications. Monitoring onboard service performance and customer satisfaction will be essential, as will defining KPIs and supporting the Cabin Crew department in meeting service and onboard sales targets by reviewing crew feedback and operational data to resolve service issues and drive improvements. You will also design and manage fair, motivating crew commission structures and ensure their smooth implementation and compliance across relevant systems. Furthermore, you will be responsible for ensuring minimum quality standards for inflight crew catering in collaboration with catering and procurement teams, and for managing the selection, provision, and quality standards of crew uniforms in coordination with suppliers and procurement. Representing Marabu in partner airline meetings and aligning shared service procedures when needed, while staying informed about hospitality and airline service trends and benchmarking against industry peers to keep Marabu’s inflight experience modern, relevant, and competitive, will also be part of your role. Lastly, you will act as Deputy to the Head of Cabin Management and support leadership tasks across the department.
Requirements
The successful candidate must have secondary education, with higher education in tourism management or a similar field considered advantageous. Fluency in spoken and written English is required, and German language skills are a plus. The candidate should be proficient with MS Office and have previous experience in customer support, such as call centers or as a passenger handling/check-in agent at the airport. Experience with DCS – INK, World Tracer, and Passenger Handling Systems is preferred. An operations-focused and customer-oriented mindset, the ability to multitask, good problem-solving and quick operational thinking, excellent communication skills, and a solution-oriented approach are also essential.
Benefits and Perks
Marabu offers an inspiring and truly unique experience at the newest Estonian airline, along with a competitive compensation package, additional 7 days of vacation per year, paid sick leave from the first day, and three health days. The position provides development and career opportunities within a flexible working environment and the chance to work with a dynamic and multicultural industry-leading team. The role is based in a modern office in Ülemiste, featuring regular and exciting office events.
