MANAGER CUSTOMER STANDARDS

Welcome to this recruitment process with Vueling Applying is your first step to having the opportunity to join the first Top Employer airline in Europe. We hope the information you find hereencourages you to apply so we can get to know you and stay connected. Let's start by getting to know us better At Vueling, we love things to happen. We always do our best to go one step further and do it better. We invite our people to celebrate their unique strengths, work as a team to overcome challenges and achieve their goals for the greater good. Our team is made of great professionals. Great and passionate people who collaborate, support and complement each other's skills. We are one of Europe's leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy. Job Purpose Manage, control, and maintain customer standards across all touchpoints of the ustomer journey, while designing,developing, and delivering customer experience training for all customerfacingteams,withintheairline’soperationalandserviceframework,inaccordance with business needs, consistency requirements, andperformance evaluation processes, in order to ensure a seamless, high-quality, and customer-centric experience that enhances service delivery, maintains brand standards, and drives continuous improvement in customer interactions. Main Accountabilities Ensure customer standards remain relevant, consistent, and effectively maintained throughout the entire customer journey. Maintain a clear and measurable framework that drives consistency and operational alignment in customer interactions. Provide a reliable and up-to-date product guide that standardizes product knowledge, service expectations, and operational guidelines across all customer-facing teams. Ensure that all customer-facing staff are well-informed and prepared for seasonal changes, promotional campaigns, and operational adjustments impacting the passenger experience. Enhance service quality by objectively measuring customer experience performance, identifying gaps, and implementing targeted improvements based on real-world passenger interactions. Foster a culture of service excellence by incentivising and recognising high-performance behaviours among customer-facing staff, reinforcing company standards and values. Ensure that all employees and external partners providing customer services receive the necessary training to deliver a consistent, high-quality, and brand-aligned passenger experience. Contribute to an effective crisis management framework by integrating customer service protocols into emergency response procedures, ensuring timely and coordinated action during disruptions. Main Responsibilities - Tasks Document, manage, and update customer standards across the entire customer journey, collaborating with business units to ensure they remain relevant, consistent, and effectively maintained. Establish and uphold a clear, measurable framework for service delivery by continuously refining customer standards, ensuring alignment with operational realities, and driving consistency in customer interactions. Design, produce, maintain, update, and circulate the product guide, ensuring it reflects current service offerings and operational updates. Compile and produce the seasonal guide by gathering information from all relevant business areas, running training sessions seasonally to communicate new initiatives affecting the customer journey. Assess the need for a mystery shopper programme, developing a business case where necessary, and, if implemented, managing the process and working with business units to act on findings. Develop a business case for a reward and recognition scheme, and if approved, to oversee its design, implementation, performance measurement, and ongoing review. Design, develop, and deliver customer service training across all customer-facing areas of the business, including handling agents, pilots, cabin crew, and call centre staff. Participate in the Customer Experience emergency response team, ensuring readiness for crisis situations affecting customer service. Organize and manage the team, promoting their development, teamwork and communication, between their collaborators and the rest of the Company. Main Relationships Crew: To ensure cabin crew are trained in customer service excellence, fully aligned with customer standards, and consistently delivering a high-quality onboard experience. Ground: To align customer service standards with ground operations, ensuring a seamless experience from checkin to boarding and baggage handling. Operations: To embed customer service training and standards within daily operations, ensuring that service quality is maintained across all customertouchpoints. Procurement: To ensure that service providers and suppliers meet the company’s customer service standards, especially in areas such as training materials, external trainers, and outsourced service providers. IT: To support the digitalisation of customer service training, ensuring seamless access to training materials, elearning platforms, and performance tracking tools. Commercial: To align customer service initiatives with brand identity, marketing campaigns, and overall commercial strategy. Network: To adapt customer service strategies to different markets, ensuring alignment with route-specificpassenger expectations and regulatory requirements. External Providers (e.g., handling agents, call centres, and training suppliers): To manage relationships without sourced customer service providers, ensuring compliance with training and service quality standards. Education Bachelor’s degree in Business, Hospitality, Human Resources, Aviation Management, or a related field. Experience A minimum of 3–5 years of experience in customer experience management, trainingand development, or service quality assurance. Competencies Assertive communication Drive for results Team working Organized Commitment Dynamic and enthusiastic Ability to handle stressful situations appropriately. Languages English – C1 (Advanced proficiency). Spanish – C1 (Advanced proficiency). Other Proven experience in leading and managing teams of specialists. Managing Multi-Stakeholder Engagement. Designing and Delivering Large-Scale Training Programmes, with proven ability to create and implement customerservicetrainingcourses. Location Barcelona - Viladecans, Spain. Level People Manager 4 We are the only Top Employer airline in Europe For the second year running, Vueling is the only European airline and the only low-cost airline in the world to obtain this certification. The Top Employers Institute programme certifies organisations based on the participation and results of their HR Best Practices Survey. This survey covers six HR domains consisting of 20 topics including People Strategy, Work Environment, Talent Acquisition, Learning, Diversity, Equity & Inclusion, Wellbeing and more.