Airline Customer Experience Manager

Job Type: Full-time

Job Overview:

This role requires strong leadership skills, a customer-centric mindset, and the ability to collaborate across departments to enhance overall customer experience. This role will be dealing across multiple global airlines and experience within the airline travel industry is a must

Responsibilities:

• Develop and implement customer service policies and procedures to ensure consistent service delivery.
• Define and communicate customer service standards and expectations to team members.
• Oversee and manage a team of customer service representatives, including hiring, training, and performance evaluations.
• Handle escalated customer complaints and provide timely resolutions to maintain customer satisfaction.
• Lead efforts to monitor and analyze customer feedback, identifying trends and areas for improvement.
• Collaborate with cross-functional teams (including Sales, Marketing, and Product Development) to improve processes and customer interactions.
• Drive process improvement initiatives within the customer service department, optimizing workflows and procedures to enhance efficiency and service quality.
• Conduct regular meetings with the customer service team to review performance metrics, discuss challenges, and implement solutions.
• Develop and implement strategies for customer retention and satisfaction, utilizing insights from customer feedback and data analysis.
• Stay informed about trends within the airline industry and best practices in customer service, process improvement and problem management.
• Work with ITIL 3 and ITIL 4 frameworks

Requirements:

• Bachelor’s degree in Business Administration, Marketing, or a related field (or equivalent experience).
• Proven experience in a customer service management role, with a strong emphasis on process improvement.
• Excellent leadership and managerial skills, with the ability to motivate and develop a high-performing team.
• Strong communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
• Problem-solving aptitude and ability to handle difficult situations with customers.
• Advanced knowledge of the Navitaire New Skies PSS system
• Ability to work under pressure, prioritize tasks, and meet deadlines in a fast-paced environment.
• Customer-centric mindset with a passion for delivering exceptional service and continuous improvement.
• Will require travel globally

Preferred Qualifications:

• Master’s degree in Business Administration or a related field.
• Certification in Customer Service or related field.
• Experience in Airline travel sector with knowledge of industry best practices.
• Scrum Master certification

Benefits of working at Accenture:

• Holistic well-being program including health insurance
• Life & Salary Continuance Insurance
• 18 weeks paid parental leave
• Long & short-term career break opportunities
• Structured career development program
• Local and international career opportunities.
• Certified as a Family Inclusive Workplace™
• Flexible Work Arrangements - centered around Accenture’s Truly Human ethos and our commitment to supporting the health and wellbeing of our people.
• We are proud to be in the top 3 of last year’s Diversity & Inclusion Index!

About Accenture:

Visit us at www.accenture.com.

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