Head/General Manager
Malaysia Aviation Group’s (MAG)
Emily Sheela Koshy is the Head/General Manager of Malaysia Aviation Group’s (MAG) Airlines Business- Customer Management section, overseeing support and engagement across all Group airlines, including Malaysia Airlines, Firefly, and MASWings. She leads Contact Centre Management, Social Media Customer Support, and Customer Relations, delivering seamless experiences for all customers.
With over 22 years of expertise in aviation and customer service, Emily’s journey began with Singapore Airlines and evolved significantly with Malaysia Airlines, where she took on pivotal roles in Airport Operations, Business Development, Corporate Communications, and Customer Relations. She has driven transformative projects, including the Malaysia Airlines Branded Customer Experience program, Contact Centre Transformation for Malaysia Airlines and Firefly, and various aircraft and F&B improvement initiatives, including the Malaysia Airlines catering transition in 2023.
Emily holds a Master’s degree in Corporate Communication and a Bachelor’s degree in Management with a major in Human Resources. Her passion for customer experience fuels her belief that it’s about creating lasting impressions that foster brand loyalty. This informs her leadership style, emphasizing work-life balance for her team to ensure they deliver their best. Outside of work, Emily enjoys eating and working out, recognizing that a balanced lifestyle is key to a positive customer experience management approach that nurtures an effective team dynamic.
