Through strong leadership, the General Manager of Client Experience motivates client-facing teams to achieve company objectives and metrics and manages resources efficiently to drive business to maximize productivity and profit.  This role represents our brand standards in servicing, and upselling to, clients.  While in the role, this individual is expected to demonstrate integrity, honesty, and knowledge.  This position will promote our company’s culture, values, and mission while fostering a positive working environment that encourages diversity, mutual respect and teamwork.  The General Manager also understands and ensures proper safety and security procedures are followed.  You’ll champion an environment of excellence that promotes a high-performance culture, encourages associates to share ideas, and recognizes and acknowledges individual and team performance. 

This position reports to the Chief Talent Officer. 

Key Responsibilities:

Understanding and documenting all activities and services provided to Clients, taking a 360° view, to further enhance clients’ perception of the quality of our services (following the brand standards).
Documenting a robust deployment plan (and an ability to translate Client insights and feedback into proposals) for continuous improvement and the definition of a set of KPIs to measure performance.
Co-designing, with the Chief Talent Officer, concepts that you can execute, and follow up by promoting a “continuous improvement” approach to the Client Experience teams across all locations globally.

  • Adapt and implement a seamless client experience, ensuring consistency, quality, and reactivity for all clients; whether in a lounge, on an aircraft, or through various communication channels.
  • In the end, set up a Client Experience program that is globally uniform in execution.
  • Recruit, train, develop and motivate the local and regional Client Experience team members
  • Lead the team with close supervision, along with the local Station Managers
  • Approve monthly/weekly planning for the Client Experience team in partnership with the relevant Station Managers to ensure proper coverage and that contingency plans are in place.
  • Define quantitative and qualitative goals for the Client Experience team with the CTO
  • Manage, follow and challenge the team to ensure a smooth running of the service, and optimization of processes to reach SLA/KPIs (you’ll provide real-time monitoring, be ready to help the team and take the overflow, when applicable) to provide an excellent Client Experience
  • Constantly monitor and benchmark the competition and best practices in the industry.
  • Detect, identify and manage potential crisis
  • Define communication flows to consolidate client feedback and provide recommendations to all stakeholders including HQ.
  • Analyze Client paths and set up quick wins to build a seamless 360° client path
  • Share recommendations for online and offline communication improvements

 Profile

  • 7+ years of experience (at least 2 in a similar position) in a high-end client service context
  • An eye for detail as well as how to frame and build luxury level experiences for clients
  • Fluent in English and fluency in another language would be preferred
  • Well-established leadership and people management skills
  • Outstanding skills in teamwork with multicultural experience (Headquarters – Regions)
  • Passionate about Client Satisfaction and able to motivate and face challenging situations
  • Digital-minded, curious about traditional/new client habits and behaviors
  • Experience driving change management that instills focus on client satisfaction by continuously improving services, processes, systems, and collaborative capabilities
  • Approach work objectives with a sense of urgency and passion, and a dedication to exceeding performance expectations
  • Responsibility for development and execution of budget and timeline deliverables
  • Analytical skills with an ability to clearly translate results into actionable insights

Ensures all locations are following visual, marketing and operational directives and standards, and are signed according to standards You will ensure station management team members recruit, interview and select candidates with requisite skills to accomplish goals and add value to an existing team, manages retention and turnover 

We believe that our differences not only make us stronger but also guide our evolution and future growth.  All employees are expected to create an inclusive environment free from harassment, discrimination, and bullying.  Together, we celebrate, advocate for, and learn from our colleagues, clients, and communities to create the best environment to live and work for all.

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