Ndaya Mubenga
Caterham,Surrey
Summary
Results-driven Crew Performance Manager with over 10 years of experience in customer service, leadership and operational excellence. Experienced in driving customer satisfaction (CSAT) performance, leading employee engagement initiatives and delivering data-led continuous improvement projects that enhance both colleague and customer experiences.
Skilled in analysing performance metrics, identifying trends and implementing practical solutions that improve operational efficiency, employee engagement and business outcomes. Proven ability to lead cross-functional initiatives, design successful incentive programmes, coach and develop colleagues, and build collaborative relationships with stakeholders at all levels.
Overview
1
1
Language
10
10
years of professional experience
Work history
Crew Performance Manager
easyJet
London Gatwick
2024.11 - Current
- Manage employee performance activity across a large frontline aviation workforce, ensuring decisions are consistent, evidenced and aligned to company policies.
- Conducted performance reviews, provided constructive feedback, and coached colleagues and leaders to address capability, conduct, and performance concerns, fostering a culture of continuous improvement.
- Engage with employees to understand barriers to high performance, developing practical action plans to support improvement and accountability.
- Analyse performance, attendance, customer and safety information to identify trends, recurring issues and opportunities for process improvement.
- Lead the management and improvement of Customer Satisfaction (CSAT) performance across the base, analysing trends, identifying opportunities, and implementing action plans to enhance the customer experience.
- Design, coordinate and deliver engaging base-wide incentive campaigns to motivate cabin crew, increase participation, and drive improvements in customer satisfaction, onboard performance, and operational objectives.
- Monitor CSAT data and performance metrics, providing regular insights and feedback to managers and crew to support continuous improvement.
- Collaborate with stakeholders to recognise high-performing crew, celebrate successes, and create a positive culture focused on exceptional customer service.
- Use performance data to develop targeted initiatives that improve customer feedback, crew engagement, and overall base performance.
- Contributed to strategic planning discussions by translating operational insights into actionable recommendations that enhanced productivity, compliance, and employee experience.
- Provide professional, empathetic and policy-aligned communication in sensitive situations, including welfare cases, resignations and return-to-work support.
Cabin Manager
easyJet
London Gatwick
2022.12 - 2024.10
- Led onboard teams in a safety-critical environment, ensuring compliance with aviation regulations, company procedures and service standards.
- Coached crew members in real time, setting clear expectations and reinforcing standards, accountability and positive team culture.
- Facilitated clear communication between flight deck and cabin crew, enabling effective decision-making during operational disruptions.
- Monitored cabin operations, identified ineffective procedures, and supported improvements to enhance working practices and team performance.
- Managed customer complaints and performance matters professionally, identifying opportunities for improvement to enhance future outcomes.
Cabin Crew Member
easyJet
2017.01 - 2022.12
- Ensured exceptional customer service and upheld operational safety across short-haul European flights.
- Executed compliance with aviation regulations and company procedures, performing safety checks and emergency processes to ensure passenger safety.
- Developed resilience, communication, and problem-solving skills in fast-paced, regulated, and customer-focused environment.
Education
Certificate of Higher Education - Human Resources
The Open University
Milton KeynesBA - Early Childhood Studies
University of Sussex
BrightonFoundation Degree - Early Childhood Studies
London Metropolitan University
LondonSkills
- Customer Satisfaction (CSAT) Performance Management
- Employee Engagement & Motivation
- Performance Improvement & Continuous Improvement
- Incentive Programme Design & Delivery
- Leadership & Team Development
- Coaching & Mentoring
- Stakeholder Management
- Data Analysis & Performance Reporting
- Operational Excellence
- Project Coordination
- Problem Solving & Decision Making
- Communication & Presentation Skills
- Customer Experience Management
- Recognition & Reward Programmes
- KPI Monitoring & Performance Analysis
- Cross-functional Collaboration
- Conflict Resolution
- Time Management & Prioritisation
ADDITIONAL INFORMATION
French
Fluent
Timeline
Crew Performance Manager
easyJet
2024.11 - Current
Cabin Manager
easyJet
2022.12 - 2024.10
Cabin Crew Member
easyJet
2017.01 - 2022.12
Foundation Degree - Early Childhood Studies
London Metropolitan University
BA - Early Childhood Studies
University of Sussex
Certificate of Higher Education - Human Resources
The Open University