Senior Manager Customer Experience
JobLeads GmbH
Madrid, Comunidad de Madrid, España
hace 3 días
  • The employer supports aviation with global standards for airline safety, security, efficiency and sustainability. Implement customer service strategy globally within FDS Operations and service centersAct as a primary customer advocate alongside operational decisionsSupport Global Process Owners in their deployments by focusing them on customer service impact, being the voice of the customer;
  • Support the Head Customer Experience with global customer service SOPs and SLAs to drive consistent deliveryTake a proactive role in providing best-

  • practice guidance on customer service processes and suggesting innovative solutionsMonitor Customer satisfaction though surveys, ensuring corrective action plans are defined for each region and changes are timely implementedAnticipate and identify customer current and future needs through customer insights;
  • Prioritize service requirements by communicating on customer needs and expectationsKey Deliverables : IATA Customer Portal (Customer Relationship Management)Drive all changes / enhancements necessary to ensure the new Customer Portal provides the best experience to the customers (ease of access, localization, registration process, types of functionalities provided, knowledge, web usability, general look & feel)Manage the collection of feedback on portal-

  • specific customersDrive action plans to ensure continuous improvements of the platformCustomer Operations alignment (Customer Value Management)Ensure operational needs are aligned with Customer Experience needs and constraints in terms of : Tools used internally providing the relevant level of service to customersCustomer Service processes cover customers’ demands and IATA regulationsInterdependent IATA departments articulate their processes for optimized customer journeys University degree in a relevant discipline and 3 to 5 years of experience in the travel or airline industry5 to 8 years of experience in the customer service fieldFamiliar with CRM management (Salesforce)Out of the box thinker with proven record of providing innovative customer solutionsGood leadership skills and action orientedExcellent interpersonal and communication skills, and a real passion for serviceFluency in spoken and written English;
  • knowledge of other languages an asset

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