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Language : English Job title : Senior Manager Customer Experience
Company details : IATA
Country: Switzerland
City: Amsterdam
Responsibilities: Implement customer service strategy globally within FDS Operations and service centers Act as a primary customer advocate alongside operational decisions Support 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 delivery Take a proactive role in providing best-practice guidance on customer service processes and suggesting innovative solutions Monitor Customer satisfaction though surveys, ensuring corrective action plans are defined for each region and changes are timely implemented Anticipate and identify customer current and future needs through customer insights; Prioritize service requirements by communicating on customer needs and expectations Key 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 customers Drive action plans to ensure continuous improvements of the platform Customer 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 customers Customer Service processes cover customers’ demands and IATA regulations Interdependent IATA departments articulate their processes for optimized customer journeys Qualifications: University degree in a relevant discipline and 3 to 5 years of experience in the travel or airline industry 5 to 8 years of experience in the customer service field Familiar with CRM management (Salesforce) Out of the box thinker with proven record of providing innovative customer solutions Good leadership skills and action oriented Excellent interpersonal and communication skills, and a real passion for service Fluency in spoken and written English; knowledge of other languages an asset ------------------------- At the heart of IATA are our Values and Behaviors. We all have different personalities, styles and areas of expertise, but you’ll recognize us by the consistent way we act and behave in line with our Values and Behaviors. We are looking for people who bring them to life in everything they do – they are: * Act with integrity and uphold our standards * Think strategically in support of the global big picture * Partner and manage to create high performing teams * Putting people first by acting with a simple human touch Here at IATA we are proud of being a Diverse & Inclusive Organization – we have people from all over the world working in our offices, and we extend this to our recruiting practices. We are a meritocratic organization and an equal opportunity employer.
Required skills: Reporting to the Head of Customer Experience, the Implementation Manager, Customer Services will be in charge of implementing customer service strategy while maintaining operational standards across FDS Operations and service centers
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Senior Manager Customer Experience ,call
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Job title

Senior Manager Customer Experience


Job language

English


Job details
Employment type: Not Specified

Salary range: Not Specified

Country: Spain

City: Madrid

Responsibilities:
Implement customer service strategy globally within FDS Operations and service centers

Act as a primary customer advocate alongside operational decisions

Support 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 delivery

Take a proactive role in providing best-practice guidance on customer service processes and suggesting innovative solutions

Monitor Customer satisfaction though surveys, ensuring corrective action plans are defined for each region and changes are timely implemented

Anticipate and identify customer current and future needs through customer insights;

Prioritize service requirements by communicating on customer needs and expectations

Key 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 customers

Drive action plans to ensure continuous improvements of the platform

Customer 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 customers

Customer Service processes cover customers’ demands and IATA regulations

Interdependent IATA departments articulate their processes for optimized customer journeys

Qualifications:

University degree in a relevant discipline and 3 to 5 years of experience in the travel or airline industry

5 to 8 years of experience in the customer service field

Familiar with CRM management (Salesforce)

Out of the box thinker with proven record of providing innovative customer solutions

Good leadership skills and action oriented

Excellent interpersonal and communication skills, and a real passion for service

Fluency in spoken and written English; knowledge of other languages an asset
-------------------------

At the heart of IATA are our Values and Behaviors. We all have different personalities, styles and areas of expertise, but you’ll recognize us by the consistent way we act and behave in line with our Values and Behaviors. We are looking for people who bring them to life in everything they do – they are:

* Act with integrity and uphold our standards
* Think strategically in support of the global big picture
* Partner and manage to create high performing teams
* Putting people first by acting with a simple human touch

Here at IATA we are proud of being a Diverse & Inclusive Organization – we have people from all over the world working in our offices, and we extend this to our recruiting practices. We are a meritocratic organization and an equal opportunity employer.

Required skills:
Reporting to the Head of Customer Experience, the Implementation Manager, Customer Services will be in charge of implementing customer service strategy while maintaining operational standards across FDS Operations and service centers


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Introduction
Welcome to IATA Human Capital

At IATA, we are putting our people at the centre of the business agenda. Over the past few years, the air transport industry has met several challenges. In order to ensure its success, it had to simplify the way it does business.

In that context, IATA is looking for people who:

* Can adapt quickly to a changing environment
* Are team players
* Are results-oriented
* Value excellence in customer-service

At IATA, we are working hard at providing our employees with a great working and learning environment. Here are some of our Human Capital priorities for 2007:

* Reviewing our organisational structure creatively and professionally
* Attracting, selecting and retaining the best employees
* Helping our employees go through changes by increasing our focus on management development and improving our internal communications
* Maintaining a results-driven corporate culture by directly measuring achienvements against accountabilities and behaviours.

As some of our Members and partners, we have gone through an extensive re-engineering of the ways we manage our staff.

In 2003, we introduced new staff selection process, performance assessment and rewards systems.

In 2004, we improved our structure to make IATA a well-integrated organisation by introducing the matrix model. Our goal was to facilitate cross-divisional collaboration and circulation of best practices.

In 2005, we reviewed our organisational design to reduce the number of layers and broaden the span of control. Additionally, we developed a dynamic sales organisation and culture.

In 2006, we consolidated European regional offices into one unique hub and drove staff development from simply training to focus on a leadership & learning role.

Also, in cooperation with Dr. Noel Tichy of the University of Michigan School of Business, we have successfully launched the IATA Change Leadership (ICL) and the IATA Leadership Development Programme (ILDP), which act as incubators for preparing the next generation of IATA leaders.

Additionally, the IATA Internship Programmes (IIP) allows us to attract and develop - on a worldwide basis - the best among young talents interested in joining the air transport industry.
If you share our values and are up to the challenge, please visit our Career section to find out about our job opportunities or submit your application for the Internship programme.
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