Senior Manager, Customer Service Management
hace 3 meses
**Overview**:
**Wouldn’t it be great to combine customer service, people management skills and an international dimension to contribute to a more sustainable aviation?**
At SITA, we are meeting the new needs of travel...today Evolving in a unique high performing culture, combining telecommunication and Air Transport, where people do great things together. The customer service management team, which you will manage, will be a key pillar in SITA’s contribution to greener, more sustainable aviation through the enablement of flight and air traffic optimization.
We are seeking individuals who can enhance SITA’s competitive edge by delivering exceptional customer service to our global customer base, including airlines, air navigation service providers (ANSP) and original equipment manufacturers (OEMs). You will be expected to implement industry-leading processes and procedures to ensure our service remains at the forefront of the industry. Reporting to the VP of Customer Service & Operations, the Head of Customer Service Management is responsible for the following key roles & activities:
- A team of Customer Service Specialists responsible for managing SITA FOR AIRCRAFT customer satisfaction, across SITA FOR AIRCRAFT’s product portfolios, helping customers use our products to their full potential and for maximizing the usage of SITA FOR AIRCRAFT products.
- Resources responsible for specific, short-term customer focused continuous improvement missions.
- Trainers responsible for delivering to customers the end-user & service administration modules for SITA FOR AIRCARFT products.
You will interact with the various functions within SITA FOR AIRCRAFT such as Product, Engineering & Technology, and other colleagues across the company, located in 20+ countries (Canada, United States, France, Switzerland, Germany, Singapore, United Arab Emirates, Spain...)
Are you ready to join us?
**Qualifications**:
**Your mission**
- Lead and organize a diverse and international group of people, motivating them, balancing workload and employee engagement and developing their capabilities
- As a member of the Customer Service & Operations leadership team, support the VP Customer Service & Operations in the leadership of the entire CS&O organization and in the management of change.
- Support Problem Management activities by providing a synthetic view of key problems impacting service quality
- Define what tools are needed by the team to efficiently perform their function
- Support the product team to define suitable service management models
**Functional Management**
- Define, develop and execute the Customer Service Management operating plan and priorities in alignment and support to SITA FOR AIRCRAFT 4-year plan.
- Contribute to the strategic plan through innovative ideas on how to improve customer service and training processes while reducing costs.
- Establish quality performance and operational performance metrics and the means to measure these metrics. Produce and maintain a dashboard presentation of these metrics for monitoring and management.
- Develop strategy to ensure training, implementation, support processes and resources can deliver to forecasted revenue, margin, growth and customer satisfaction targets
- Support the commercial and bid and proposals teams to win opportunities.
- Ensure the scalability of the customer service model in place.
**People Management**
- Manage a multi-cultural, global team of 25+ Customer Service Specialists.
- Manage performance and individual development of your direct reports
**Customer Engagement**
- Ensure each customer has a clear and coherent engagement model with SITA FOR AIRCRAFT, optimizing internal resources, streamlining processes while ensuring a high degree of customer care
- Manage the SITA FOR AIRCRAFT customer satisfaction through operational engagement with customers in accordance with product service terms and the terms of the customer contract and Service Level Agreements (SLAs).
- Develop and execute the organization of the customer experience (NPS) campaign in support to SITA FOR AIRCRAFT management and in coordination with the other SITA organizations and following the best practices
- Build relationships with senior customer representatives, including when handling customer escalations promptly in order to recover quickly and avoid any damage to SITA FOR AIRCRAFT business & reputation.
**Your experience**
- Minimum 7 years’ experience in Information Technology or service domains (preferably in the Airline, Aviation, Telecommunications industry or Satellite communications)
- At least 5 years management experience in a customer facing role, managing operations and customer service functions.
- Proven experience in global, multi-disciplinary, multi-cultural organisations or projects.
- Ability to represent SITA FOR AIRCRAFT in front of customers and at large or senior level audience with excellent presentation and first-class communication skills, both
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