At Marabu Airlines, we bring people to their favorite places by the sea – and we believe the journey should already feel like a holiday. As Service Delivery Manager, you will shape the onboard experience across both Business and Economy Class, ensuring our guests feel truly welcome above the clouds.
In this role, you will lead the development of our service culture and cabin procedures, act as the key link between the crew and product teams and ensure service excellence on every flight. You will also serve as the Deputy to the Head of Cabin Management, supporting leadership topics and stepping in when needed. It is Tallinn based office position. 10% flying workload is considered beneficial.
Responsibilities and tasks:
Service Strategy & Culture
- Own and develop Marabu’s onboard service culture and delivery strategy
- Translate our brand promise into clear, practical service standards for Business and Economy Class
Procedures & Documentation
- Define, implement, and continuously improve service procedures and routines for the cabin crew
- Maintain the Service Handbook, onboard announcements, and operational documentation in close cooperation with the Inflight Experience team
Training & Communication
- Instruct and support cabin crews in all service-related matters
- Design and conduct training sessions in line with Marabu’s corporate identity (CI), ensuring consistency in style, tone, and brand experience
- Share updates and represent the service vision in internal crew forums and communications
Performance Management
- Monitor onboard service performance and customer satisfaction
- Define KPIs and support the Cabin Crew department in meeting service and onboard sales targets
- Review crew feedback and operational data to resolve service issues and drive improvements
Crew Commission & Tools
- Design and manage fair, motivating crew commission structures
- Ensure smooth implementation and compliance across all relevant systems
Crew Meals
- Ensure minimum quality standards are met for inflight crew catering in collaboration with the catering and procurement teams
Uniform Standards
- Manage the selection, provision, and quality standards of crew uniforms in cooperation with suppliers and procurement
Partner Airline Coordination
- Represent Marabu in partner airline meetings and align shared service procedures as needed
Innovation & Industry Trends
- Stay informed about hospitality and airline service trends
- Benchmark against industry peers to keep Marabu’s inflight experience modern, relevant, and competitive
Deputy Role
- Act as Deputy to the Head of Cabin Management and support leadership tasks across the department