Aviation Customer Success Manager job description

Job brief

We are seeking a service-driven, customer-focused Customer Success Manager to join our team! The ideal candidate will have demonstrated experience in a customer-focused role, ensuring complete satisfaction and improvement. The focus of the role is to ensure customers' needs are met in the airport facility, gaining feedback and implementing changes and improvements to improve the overall customer journey.

Responsibilities

• Liaise with various departments within the airport, such as check-in, security, and retailers/restaurants, to ensure that service levels are maintained and KPI’s are reached regarding customer satisfaction.
• Ensure that feedback is regularly obtained from customers.
• Ensure that all customers have a smooth and hassle-free experience in all sections of the airport, including check-in, security, and leisure sections.
• Liaise with customer service desks to ensure that service levels are achieved.
• Be present on the airport floor and assist customers directly with queries, problems, or emergencies they may have.
• Assist customers who have encountered delays to ensure they make their flight.
• Analyze service data.
• Develop and implement improvement plans where required to improve the customer journey throughout the airport.
• Develop and present detailed reports about the performance of the airport to senior management.

Requirements

• Bachelor’s degree in Business, or related field
• Certification in the health and safety field would be an advantage
• 2 years of experience in a customer-focused role
• Demonstrated experience in improving customer service
• Good communication skills, both written and verbal
• Excellent ability to consult, de-escalate and resolve heated or angry situations
• High level of client confidentiality
• Able to work under pressure
• Great problem-solving skills
• Excellent eye for detail
• Good analytical skills with the ability to produce reports