Customer Relations Manager

Job description / Role

Job purpose

Lead the overall Customer Relationship Management (CRM) function across the group with the aim of improving satisfaction, engagement and customer lifetime value. Responsible for implementing comprehensive and integrated customer satisfaction management solutions that support the entire customer travel lifecycle.

Key result responsibilities

• Co-creates along with other business functions and implements a group-wide CRM strategy, for the execution of cost-effective, revenue-protecting customer complaint solutions and service recovery actions.
• Work cross-functionally with other business functions such as sales, ground operations, contact center, customer experience, ancillary services etc. for implementation of projects/initiatives to improve customer satisfaction.
• Implements standardized processes and procedures across the group for handling customer complaints/communication and requests pertaining waivers/adjustments/revalidation/refund on tickets and other related issues.
• Builds, manages and maintains effective relationships with internal and external stakeholders providing expert advice to achieve desired benefits and business outcomes.
• Provides direction and guidance to the customer relations teams in all hubs for resolving customer complaints at all stages of the customer journey as well as delivering key insights back to the business.
• Consolidates and analyzes group-wide reports and customer centric data and trends; recommends to management ways and means of overcoming service shortfalls to promote customer satisfaction. Designs and delivers projects which help achieve tangible outcomes.
• Monitors and ensures that operational related KPIs are achieved for customer relations function across the group, e.g. average response time, service recovery expenditure etc.
• Works in close collaboration with the IT team to define requirements and identify the IT infrastructure capable of best supporting seamless engagement, service delivery and recovery at each customer touchpoint.
• Manages the performance of customer relations team members across the group while providing regular coaching and mentoring for their continuous enhancement.
• Partners with HR to provide training and career development opportunities. Provides direction, coaching and guidance to team members for their career and professional development.
• Creates a conducive working environment to build and sustain a performance driven, engaged, and committed team.

Qualifications (academic, training, languages)

Minimum bacheloru2019s in management/communication or any other relevant field.

Work experience

7+ years of extensive working experience in a similar role in the aviation industry of which minimum 2 years' experience supervising/managing a team.