Job Details: Group Director of Client Experience
Gama Aviation is seeking a dynamic and experienced Group Director of Client Experience to oversee and elevate the client experience for the Group, particularly the collective lines of business that serve the Business Aviation Market.
This senior leadership role (and member of EXCO) is designed for an individual with a deep understanding of client-centric strategies within the aviation or luxury sectors. The successful candidate will be responsible for developing, executing, and refining client experience initiatives to ensure Gama Aviation is recognized as a global leader in business aviation services. We are looking for a highly organized, people-focused individual with experience in training, customer service, leadership, and operational excellence.
This role is pivotal as we look to align and enhance the client experience across our Business Aviation lines of business: Fixed-Base Operations (FBO), Maintenance, Repair & Overhaul (MRO), and Aircraft Management & Charter (AM&C). As part of our strategic growth plan, we are focused on delivering a unified, world-class customer journey that reflects our commitment to excellence.
Responsibilities:
* Define the experience and set measurement criteria:
o Develop and implement a cohesive client experience strategy aligned with Gama Aviation’s goals in the Business Aviation market, focusing on enhancing client satisfaction, loyalty, and service differentiation.
o Collaborate with the business unit MDs, the Chief People Officer, and the Head of Business Transformation to develop, execute and maintain a unified client journey that reflects our values and service style.
o Set key performance indicators (KPIs) for the Business Aviation client experience, regularly monitor performance at the business unit and EXCO level and adjust strategies to ensure continuous improvement and alignment with MD’s business objectives.
* Develop and deliver the training requirements:
o Design, develop, and lead a comprehensive client services training program built to catalyse our ‘Performance Driven’ agenda for all Business Aviation client-facing teams.
o Conduct regular training sessions, workshops, and seminars on client communication, conflict resolution, and our personalized ‘boutique’ service style.
o Create specialized training modules focused on customer feedback management and managing complex client interactions.
o Partner with the Chief People Officer to make these training modules mandatory within performance appraisals.
* Set the agenda and processes for continuous improvement:
o Analyze all touchpoints of the client journey to identify areas for improvement.
o Implement client feedback loops and systematically address feedback to drive process improvements and service innovations.
o Partner with cross-functional teams to enhance client communication channels.
* Performance Analysis & Reporting:
o Regularly evaluate client satisfaction metrics, Net Promoter Scores (NPS), and other customer experience KPIs.
o Prepare and present monthly and quarterly reports on client experience performance.
Skills, Qualifications and Experience required:
* Considerable experience in customer experience, client services, or customer success, with at least five years in a senior leadership role within aviation or luxury services.
* Strong leadership and people management skills, with proven experience in building, training, and motivating high-performing teams.
* Exceptional communication and people skills, with the ability to build relationships and engage with clients from diverse backgrounds.
* Proven strategic thinking and analytical abilities to assess client experience trends and create actionable strategies.
* Experience in developing and implementing client training programs.
* Customer-centric mindset with a deep understanding of high-profile corporate clients.
* Advanced critical thinking skills and an ability to manage complex client needs.
* Willingness to travel frequently to meet clients and oversee operations.
In addition to a Competitive Salary, we will offer you:
* Great Work-Life Balance with our Hybrid Working Policy.
* Competitive Group Pension Scheme.
* Comprehensive Life Assurance.
* Comprehensive Income Protection.
* Comprehensive Travel Insurance.
* Comprehensive Private Healthcare.
* Free Car Parking.
* 2 Paid Volunteering Days each calendar year.
* Investment in Training, Qualifications and Professional Development.
(Subject to insurance underwriting)
Due to the volume of applications received, only candidates selected for interview will be contacted. If you do not hear from us within 20 working days then your application has been unsuccessful on this occasion.
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