Overview
Are you a big-picture thinker who loves building lasting customer relationships and driving sales success? We're looking for a Head of Customer and Product Sales to lead our passionate and dedicated teams across customer service, commercial sales, contact centres, and travel agency relations.
This is more than just a leadership role, it's about inspiring people, nurturing a family-feel culture, and working side by side with talented colleagues who genuinely care about our customers and each other. You'll be at the heart of driving revenue growth, strengthening partnerships, and creating standout customer experiences that keep people coming back.
The Head of Customer & Product is responsible for the customer journey and identifying constant improvements in consistency, tone of voice, customer communications and striking the right balance between automation and human interaction. Ensuring a proactive approach to the ongoing development of the internal CRM system. This role also oversees all travel agent and corporate sales
As the Head of Customer & Product Sales, you will play a pivotal role in shaping and executing Loganair's customer and product (sales) strategy. You will lead our customer service, commercial sales, contact centre and travel agency relations teams, ensuring a seamless, customer-centric experience across all touchpoints. Your focus will be on driving revenue, building partnerships, and enhancing customer satisfaction and loyalty. A key component of this role involves leveraging the CRM system to manage and optimise customer journeys.
Key Responsibilities
* Develop and implement customer and product strategies aligned with overall business goals, with a strong emphasis on CRM-driven insights and actions.
* Lead, mentor, and inspire cross-functional teams to deliver exceptional customer service and achieve commercial objectives, utilising CRM data to inform and guide team efforts.
* Work closely with executive leadership to influence strategic decisions from a customer and ancillary revenue perspective, supported by CRM analytics
* Champion a culture of customer-first thinking across the organisation, leveraging CRM tools to personalise and enhance customer interactions. Alongside considering future-fit tools which integrate with CRM systems, such as AI
* Provide strategic direction and operational support as appropriate, across all customer-facing functions including contact centres, social media teams, digital support, and passenger relations.
* Monitor customer satisfaction metrics (e.g., NPS, CSAT) and implement continuous improvement initiatives, based on CRM feedback and data.
* Own and drive Loganair's product performance across all channels – B2B, B2C, corporate, trade, and digital supported by the Product Sales Manager and informed by CRM insights.
* Manage key commercial partnerships including travel agents, tour operators, corporate clients, and distribution platforms (GDS, OTA, etc).
* Oversee ancillary revenue targets, pricing alignment, and product campaigns in collaboration with Revenue Management and Marketing.
* Ensure operational efficiency and service quality within the customer and product support teams, supported by CRM system automation and data.
* Leverage data and customer insights from the CRM system to inform decisions and measure success.
* Be data savvy with the ability to interpret, analyse and present data in a way that can be clearly understood and followed by internal and external stakeholders. Which will include CRM insights.
* Implement systems and technology to improve responsiveness, automation, and customer engagement. Utilising CRM to full potential, and considering AI solutions to support a future-fit customer engagement strategy.
* Ensure all customer interactions comply with industry regulations and brand standards. With a keen eye to ensuring all customer interactions are building brand affiliation and loyalty.
* Support the team in managing escalations, complaints, and PR-sensitive cases with professionalism and care.
* Taking a proactive approach in challenging existing processes, looking for ways to maximise collaboration with operational teams, in delivering exceptional customer service.
Experience & Key Skills
* Familiarity with aviation market dynamics, industry trends, and emerging technologies.
* Strategic thinker with commercial acumen and customer-centric mindset.
* Exceptional leadership and team-building capabilities.
* Excellent communication and stakeholder engagement skills.
* Resilient, result-driven, and comfortable operating in a fast-paced environment.
* Demonstrated leadership and team development experience.
* Strong stakeholder management and communication skills.
* A passion for aviation and an understanding of regional airline dynamics is highly desirable.
* Strong commercial acumen and experience in managing revenue-generating operations.
* Deep understanding of the customer journey, service design, and customer support operations. With a focus on CRM integration.
* CRM experience, familiarity with HubSpot will be a distinct advantage.
Attitude
* The Head of Customer & Product will develop positive and collaborative relationships with their manager and other key internal stakeholders. Demonstrating personal competence, reliability and being a valued member of the wider business. Committed to looking for new tools and techniques to optimise revenue. Showing a willingness to embrace AI, machine learning and advanced forecasting tools, where considered appropriate, to ensure future-fit strategies and tactics in place.
Training and Experience
* Leadership experience in a senior customer or product role within aviation, travel, or related industries.
* AI and automation experience is desired.
* Experience working with GDS platforms, CRM tools, and digital product channels.
* Experience of working with HubSpot CRM platform is preferred.
* Proven leadership experience in a customer-centric environment -– ideally within aviation, travel, or hospitality.
* Demonstrated success in leading commercial strategies that deliver measurable growth and improved customer outcomes.
* Track record of leading change in Product development and delivering transformation across ancillary revenue streams.
Essential Criteria
* Familiarity with aviation market dynamics, industry trends, and emerging technologies.
* Proven track record in delivering customer-centric sales results.
* Experience with CRM tools, familiarity of HubSpot is preferred.
At Loganair we strive at all times to be inclusive and welcoming to applicants for every role across our company. We recognise and value diverse talents allowing our people to grow and develop in a fair working environment.
Loganair is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, religion or belief, marital status, disability, gender identity, military veteran status and all their characteristics, attributes or choices as protected by law. All recruitment and hiring decisions are based on applicants' skills and experience.
Job Types: Full-time, Permanent
Benefits:
* Company pension
* Employee discount
* Free flu jabs
* Health & wellbeing programme
* On-site parking
Work authorisation:
* United Kingdom (preferred)
Work Location: In person