The Key Account Lead is responsible for overseeing the end-to-end customer experience across all Contract Flying services, ensuring high service standards, strong client relationships, and consistent delivery against key performance indicators. This role focuses on commercial & operational performance, proactive engagement, stakeholder communication, performance reporting, and continuous service improvement.
Key Responsibilities
- Report directly to the Head of Charter Services, supporting strategic and operational objectives.
- Lead customer engagement across all Contract Flying activities, acting as a primary point of contact for key clients, brokers, and stakeholders.
- Build and maintain strong relationships with customers, ensuring a high level of satisfaction and repeat business.
- Oversee service delivery performance by monitoring and analysing KPIs, identifying trends, and driving improvements.
- Produce monthly and quarterly performance reports, translating data into clear insights and actionable recommendations.
- Develop and deliver engaging internal and external presentations, including client-facing reviews.
- Plan, coordinate, and lead meetings with stakeholders, including preparation of agendas and detailed follow-up actions.
- Manage communication channels (email, phone, internal systems) to ensure timely responses and prioritisation of customer needs.
- Collaborate with internal teams (Operations, Engineering, Flight Support, Finance, etc.) to ensure seamless service delivery.
- Liaise with external partners such as brokers, airports, FBOs, and ground handling agents to support operational excellence.
- Support commercial activities including quotations, tender submissions, and opportunity tracking.
- Oversee invoicing coordination with Finance to ensure accuracy and timeliness.
- Provide leadership support and cover for team members when required.
- Identify opportunities to improve customer experience, processes, and engagement strategies.
- Support with other charter services requests across the department as required.
- Undertake additional duties as required by senior leadership.
Skills and Knowledge
- Previous experience in a customer engagement, account management, or service delivery role (aviation or airport environment advantageous).
- Strong communication skills, with the ability to influence and build relationships with internal and external stakeholders.
- Commercially focussed with proven ability to develop commercial proposals, pricing models and produce responses to tender and RFPs.
- Proven ability to analyse data, interpret performance metrics, and present insights clearly.
- Highly organised with excellent time management and attention to detail.
- Proactive mindset with the ability to work independently and escalate when necessary.
- Comfortable working in a fast-paced, deadline-driven environment.
- Strong problem-solving and decision-making skills with accountability for outcomes.
- Advanced proficiency in Microsoft 365 (especially Excel, PowerPoint, Word) and collaboration tools such as SharePoint.
- Ability to manage multiple priorities while maintaining high service standards.
- Team-oriented with a strong sense of ownership and commitment.
Qualifications
- Strong educational background demonstrating proficiency in English and numeracy.
- Relevant professional experience preferred; aviation sector knowledge is a plus but not essential.
