Airline Relations & Performance Section Head

Role Summary

This position involves leading and managing the customer relations division by executing CRM strategies, establishing governance frameworks, and standardizing procedures aimed at boosting customer engagement and satisfaction levels. The role includes overseeing communications with stakeholders, managing reporting activities, handling complaints, and setting CRM benchmarks, operational KPIs, and data governance standards—all aligned with approved policies, budgets, and performance objectives.

Key Responsibilities

• Encourage and embed customer-focused leadership to strengthen client orientation across SANS.
• Develop, implement, and maintain SANS’ CRM processes and manuals.
• Contribute functional insights toward shaping the department’s strategic plans and roadmaps.
• Formulate operational plans that support departmental strategies and key performance indicators.
• Organize quarterly engagements with customers to ensure commitments are fully met.
• Define and uphold CRM playbooks, standards, a master calendar, KPI documentation, and data governance protocols.
• Lead airline communications regarding engagements and charge consultations, acting as the primary liaison for airlines.
• Design, distribute, and analyze customer satisfaction surveys to assess service quality and experiences.
• Recommend and implement enhancement actions to improve customer interactions based on survey findings.
• Monitor customer satisfaction metrics and compile routine reports presenting trends and progress.
• Manage overall survey and newsletter processes, coordinating insights across portfolios.
• Coordinate accurate data collection from departments for customer reports and oversee the creation and approval of report content and visuals.
• Ensure publication of finalized customer reports on appropriate channels including CRM mails and the external media center website.
• Monitor daily operations for policy adherence and support continuous improvements considering best practices and business environmental changes.
• Engage in coaching, mentoring, and training of team members, providing clear guidance, prioritizing and delegating tasks to foster a high-performance and value-driven workplace.

Qualifications & Experience

• At least six years of related work experience is mandatory.
• Experience in air navigation service provider or airline stakeholder leadership, particularly in regulatory affairs and coordination with airlines/airports, is preferred.
• A Bachelor's degree in Business Administration or an equivalent discipline is required.