Head and General Manager of Airlines Customer Management
Malaysia Aviation Group’s (MAG)
Emily Sheela Koshy is an accomplished airline and customer excellence leader with over 25 years of experience across two of Asia’s leading airlines, Singapore Airlines and Malaysia Airlines.
Currently serving as Head and General Manager of Airlines Customer Management at Malaysia Aviation Group (MAG), she provides strategic leadership and oversight of customer engagement across the Group’s airlines, including Malaysia Airlines and Firefly. Previously, she served as Head of Customer Experience at Malaysia Airlines, driving customer-centric strategies and service excellence.
Emily holds a Master’s in Corporate Communications from Universiti Putra Malaysia, a Degree in Management with a major in Human Resource Management and a Diploma in Corporate Governance from the Basel Institute on Governance and the Malaysian Institute of Management. She is also a COPC Certified Customer Experience Operations Leader.
A dynamic and influential leader, Emily brings together strategic vision, operational excellence and a deep commitment to people. She is a passionate advocate of customer centricity, digital transformation, innovation and empathetic leadership, firmly believing that technology should elevate, rather than replace, the human experience.
At the heart of her leadership philosophy is a simple conviction: exceptional leadership is about empowering people, inspiring change and creating journeys that truly matter.
