Head of Customer & Product Sales Glasgow About the Role Our client is seeking a strategic, customer-focused leader to head their Customer & Product Sales function. This role oversees customer service, commercial sales, contact centres and travel agency relations—driving revenue growth, strengthening partnerships and elevating the end-to-end customer experience. You’ll shape customer and product strategy, champion a customer-first culture and lead talented teams who genuinely care about delivering exceptional service. A key part of the role is using CRM insights to optimise journeys, communications and sales performance, while ensuring the right balance between automation and human interaction. Key Responsibilities Develop and deliver customer and product strategies using CRM-driven insights. Lead and inspire customer-facing teams to meet service and commercial objectives. Influence senior leadership on customer, product and ancillary revenue strategy. Enhance customer interactions through CRM optimisation and future-fit tools, including AI. Oversee contact centres, digital support, social media and passenger relations. Drive improvements in NPS, CSAT and overall service quality. Manage product performance across B2B, B2C, corporate, trade and digital channels. Maintain strong relationships with travel agents, tour operators and corporate partners. Support ancillary revenue, pricing alignment and product campaigns. Ensure compliance with regulations, brand standards and customer experience expectations. Lead on escalations, sensitive cases and continuous improvement across operations. Skills & Experience Senior leadership experience within aviation, travel, hospitality or similar customer-led sectors. Strong commercial acumen with a track record of driving revenue and customer outcomes. Deep understanding of customer journey design and service operations. CRM expertise; HubSpot experience is a clear advantage. Strong stakeholder management, communication and team leadership skills. Experience with GDS systems, digital channels, automation and AI tools is desirable. Passion for aviation and knowledge of industry trends is beneficial. Personal Approach A collaborative, proactive leader who builds strong internal relationships, embraces new technologies and challenges existing processes to improve service and revenue. Benefits Airline staff travel scheme Flexible working options Health & wellbeing programme Life assurance Pension (up to 6% employer contribution) Gym and lifestyle discounts Free flu jabs Annual leave purchase scheme