Career Opportunities with Corporate Wings
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Corporate Wings Europe: Manager, Client Services
The Client Service Manager (CSM) is responsible for managing and overseeing the successful completion of each client trip and ongoing client care with the goal of developing and nurturing exceptional long-term client relationships. This role utilizes acquired knowledge of each client to personalize the service and to anticipate, meet, and exceed needs. In addition, the CSM is also proactive in recognizing, and resolving issues and problems, and providing timely, accurate, and appropriate communication at all times.
The ideal candidate will be a team player that is willing to go above and beyond to ensure the highest levels of service to our clients and flight crews. A passion for anticipating needs and helping others is essential to success in the role. The CSM serves as a central point of contact for aircraft scheduling between Corporate Wings clients, flight crew and flight department in a 24/7/365 operational environment.
The CSM is expected to live by FXSolutions three fundamental principles: Employees are the foundation of a service organization; fanatical attention to detail; and we ask everyone to make their decisions with long term relationships in mind.
This position is based in Farnborough, UK.
DUTIES & RESPONSIBILITIES
Flight Coordination:
* Utilize company resources, professional experience, and knowledge of the client to plan and execute error-free itineraries.
* Provide clients with creative solutions to effectively meet their travel needs.
* Research client requests and identify appropriate options to meet their needs. This includes preparing the itinerary, confirming both arrival and departure reservations with the client, verifying catering requests, ground transportation, and ensuring all special requirements are executed.
* Schedule the aircraft and crew, as well as arrange all logistics or services in conjunction with scheduled trips.
* Understand and explain aircraft and airport limitations, regulations, and other potential impacts to the experience while anticipating needs and providing alternatives.
* Track aircraft movements in real time to identify potential delays or interruptions to client itineraries.
Long-Term Client Relationships:
* Serve as aviation advisor and contact for all client questions and communication.
* Become the client expert and advocate, consistently anticipating client needs and expectations.
* Provide world class service during every interaction with our clientele including but not limited to timely, accurate and complete communication with a focus on creating unique, memorable, and personal travel experiences.
* Serve as the main point of contact for questions on all monthly management bills prepared by accounting department.
* Assist in compiling monthly/quarterly/annual utilization reporting as requested by client for accounting and tax purposes.
* Conduct monthly/quarterly/annual state of operations and/or budget reviews with clients as requested.
Collaboration with internal departments and vendors:
* Work with multiple departments to create a seamless travel experience for each client.
* Cross-train with other account managers to understand all active accounts in order to provide 24/7 365 backup support.
* Liaise with maintenance team on logistics and coordination of planned and unplanned events, effectively communicating details and status to clients.
* Arrange supplemental lift options internally or externally for clients as needed.
* Support crew member new hire orientation and onboarding processes.
* Conduct regular reviews with aircraft Lead Captains to optimize crew schedules.
* Effectively conduct quarterly calls with flight crews to keep lines of communication open and strategize about operational needs.
* Source and coordinate supplemental crew support as needed.
* Accurately compile monthly aircraft utilization reports, provided to accounting for purposes of creating client invoices.
* Send and be the main point of contact for all client monthly bills prepared by accounting department.
* Liaise with internal teams to identify potential revenue opportunities for clients.
* Coordinate with vendors to arrange aircraft cleanings or other services as needed.
REQUIRED SKILLS
* Understanding of luxury service and in-flight experience; communication with Cabin Servers on catering or special requests.
* Understanding of international travel, protocols, customs, etc.
* Detail oriented with a proven ability to prioritize multiple objectives in a dynamic environment with constantly shifting priorities.
* Proven ability to independently recognize and address potential issues and offer ideas for areas of improvement.
* Ability to respond calmly, maintaining a high level of professionalism to client needs while managing various real time situations in a fast-paced environment, both independently or within a team.
* Exceptional level of customer service - experience with high-net-worth individuals and private aviation required.
* Ability to strictly adhere to company policies and procedures, in accordance with aviation regulations.
* Ability to maintain strict confidentiality in all cases regarding client information and travel schedule.
* Excellent interpersonal, oral/written/video communication and problem resolution skills are required.
* Ability to easily learn and manage multitasking of multiple tech platforms as well as effectively manage a high-volume email system.
* Ability to quickly learn and assimilate to FXSolutions business model.
* Our operation is 365/24/7 and candidates must be willing to work nights, weekends, and holidays as schedule dictates.
EDUCATION & EXPERIENCE
* Extensive prior experience in Business Aviation industry
* Significant prior experience in a Customer Service role
* Proficiency with Microsoft Office Suite Applications (Word, Excel, & Outlook)
* Knowledge of use and operation of standard office equipment
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