Area Customer Service Manager Spanish Hub

Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche.

As the logistics and cargo brand of International Airlines Group, you’ll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.

As well as helping to keep the world’s economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.

**The role**:

- Area Customer Service Manager Spanish Hub (Spain, Portugal & Gibraltar)_

**What you’ll do**:

- _Manage the effective use of equipment, staff and solve escalated incidences to meet operational performance in all the stations of Spain, Portugal and Gibraltar. (Spanish HUB region)._
- _Lead various business initiatives and projects and champion their implementation across the region._
- _Meet conformance targets and provide performance reviews working with the stations on weekly and monthly basis._
- _Identify shortfalls and implement short and long-term corrective actions and have a thorough understanding of local processes and procedures especially concerning safety & security with a zero-tolerance policy._
- _Commercial acumen - identify opportunities to enhance the customer experience and seek ways to gain incremental revenue where possible. Visit and interact with key customers on a regular basis to manage and improve relationships across the freight journey._
- _Work with Procurement to drive strategy and financial analysis that delivers extra value from supplier contracts. Operating within forecasted budget and regular costs control._
- _Monitor and compare operational performance against the prescribed KPIs. Identify gaps in performance and implement solutions to maintain and deliver full conformance and premium levels of customer service along the entire freight journey in the Spanish HUB._
- _Professionally manage any ‘new station start up plans’ if required & possibly supporting initiatives and/or projects in other regions within the regional manager’s area of responsibility._
- _Identify opportunities for change and continuous improvement with implementation of new working practises._
- _Awareness of and ability to deliver Customs/e-AWB/ e-freight/cargo iQ and other industry initiatives._
- _Manage internal & external audits with the different Opco’s audit programme, National and International Regulators/Authorities._
- _Manage all Suppliers Business Continuity Plans to ensure operation can be maintained in case of possible incidents._
- _Manage relationship with all Opco´s operating in the Spanish HUB._
- _Lead, manage and motivate the IAGC, GHA and GSSA teams to ensure performance criteria are met._

**What you’ll bring to IAG Cargo**:

- _Ability to specifically coordinate a team to deliver across regional departments and functions daily._
- _Advanced knowledge of the air cargo industry with the relevant commercial acumen & understanding of the IAGC cargo business model and strategy._
- _Work at a leadership level with the ability to handle multiple tasks and remain passionate and calm during difficult times._
- _Innovative and resourceful in response to rapidly changing regulatory environment._
- _Proven leadership, excellent communication and motivational skills across large areas._
- _Ability to influence all customers, suppliers and regulatory authorities to drive IAG Cargo deliverables._
- _Ability to develop and drive strategy for the region._
- _Proven track record of delivery and flexibility - especially complex projects that span multiple regions and at short notice._
- _People management and leadership skills._
- _Strong interpersonal and team skills, ability to form meaningful relationships with colleagues, customers, and suppliers._
- _Frequent travelling within Spain, Portugal, and Gibraltar._
- _Fluent English, Spanish and desirable Portuguese._

**Your experience**:
+7 years’ experience in logistics or cargo operations

**What we offer**:
Wherever you work within IAG Cargo, you’ll play a part in connecting people and countries and join a diverse and inclusive business that’s making a difference to the future of aviation.

Colleagues working for IAG Cargo:

- Benefit from attractive and competitive rewards aligned to the local market and role.
- From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
- Work with diverse colleagues in a business that truly values inclusion and diversity.
- Are valued fo