Head of Member & Customer Services

Boston Link Aviation
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  • Leading & managing teams across Hong Kong, US and Malta
  • Promote our Client's brand by attending conferences & customer-focused events
  • Excellent managerial and leadership skills are a must
The Head of Member & Customer Service will be responsible for leading and managing our Client's Member and Customer Service Department always aiming at providing the best customer services to its members and on-demand clients at an exceptional level.
The Member and Customer Service team is the first point of contact within the business for all customers; dealing with all aspects of their travel experience as well as liaising with other departments to ensure excellent customer service. From scheduling a flight, every detail is covered, from a particular bottle of wine or catering from a preferred restaurant to a particular magazine or a chauffeur service to the airport.
Based in Malta, the Head of Member and Customer Service leads a 24/7 team that is located in Malta, Fort Lauderdale and Hong Kong.  Your responsibilities will include:
  • Ensuring that each flight is tailor-made to the clients’ needs to achieve the aim of creating “the home away from home” experience;
  • Leading and managing the Member and Customer Service team across Hong Kong, US and Malta;
  • Leading and managing Team Leaders who oversee the team of Account Executives;
  • Devising and executing the Member and Customer Service strategy that delivers exceptional customer service and increased member renewal rates;
  • Ensuring work methodologies, systems and processes are conducive to increasing customer satisfaction rates and contract renewals;
  • Proactively manage the team to ensure all KPIs are being met;
  • Forecast and managing recruitment to ensure exceptional customer service to all our members;
  • Building and managing strong relationships with key departments to ensure efficient communication and improved customer experience;
  • Fostering a very close working relationship with the Customer Experience team;
  • Providing KPI reporting and insight for senior management;
  • Conducting monthly 121s with team leaders in order to motivate and coach them through the department’s vision;
  • Resolving any issues that may arise aiming at improving all touchpoints of customer interaction;
  • Devising and implementing plans that enhance operations and improve the working conditions of the department;
  • Promote our Client's brand by attending conferences and customer-focused events.
Required Skills, Qualifications and Experience:
  • Solid operations background gained within business aviation or commercial aviation company.
  • Excellent managerial and leadership skills that will enable you to lead and motivate a multicultural team;
  • A customer service mentality that is compatible with our Client's luxury service experience;
  • Experience in managing successful “high level” customer service environments;
  • Sound and proven operational understanding and technical knowledge of operating systems and software;
  • A team player that possesses excellent interpersonal communication skills.
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Boston Link Aviation
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