VistaJet - Customer Experience Manager

VistaJet is the first and only global business aviation company, providing exceptional standards of quality, style and service. Our home away from home experience is tailored so that passengers always feel at ease to work, entertain and relax all on the same journey.

We are looking for a Customer Experience Manager to drive customer satisfaction and retention amongst VistaJet’s frequent On Demand (charter) customers – discerning travellers who fly occasionally.

For the customer, you will pre-empt and remove any obstacles they may encounter; resulting in consistent and seamless interactions with VistaJet at every stage of their journey. With your colleagues, you will use inspired creativity and innovation to create memorable moments for our customers and will act as the voice of the customer; fostering inter-departmental collaborations and sharing valuable insight to enhance the customer experience from a number of different angles.

This role will require regular travel and a flexible schedule to accommodate out-of-hours customer care.

Your Responsibilities

Relationship Management:

  • Building personal relationships with customers in order to fully understand their needs and assess their perception of service levels;

  • Developing full market and product knowledge in order to position yourself as a credible advisor;

  • Maintaining an overview of all activity on your customers’ travel portfolio - anticipating any potential issues and guide the team to resolving them in the best possible way;

  • Personally dealing with all activity on demo flights for your potential new customers;

  • Tailoring the flight experience so that the customer never wants to fly with anyone else;

  • Identifying up-selling / cross-selling opportunities by establishing a sound understanding of customers’ current and future needs.

Customer Advocate:

  • Ensuring that customer needs are reflected in decisions made across the company;

  • Proactively feedback to other departments (including Sales, Catering, Operations and Cabin Services) on specific practices, restrictions, cultural expectations or service trends which may improve the customer journey;

  • Working closely with our operations teams to ensure that the flight experience is as close to perfect as possible;

  • Championing a positive, professional, and ‘can do’ culture of continuous improvement.

Issue Resolution:

  • Collaborating with Customer Services and Operations to obtain timely relevant reports and/or information and to drive a great first-time resolution for the customer;

  • Closely overseeing issue resolution for your customers, taking over on direct communication with the customer where necessary or in response to particularly sensitive issues or complaints;

  • Developing processes and/or procedures which minimize the recurrence of issues;

  • Working with Sales and Management to manage end-of-contract disputes, ensuring a satisfactory

Quality Control:

  • Ensuring that the Customer Services and Billing teams have a full and deep understanding of your customers (including communication of preferences, account specifics, operational procedures, etc).;

  • Conducting spot checks on the work performed for your customer’s flights to ensure that quality and accuracy is properly upheld.

Required Skills, Qualifications, and Experience

  • Experience gained, in a similar role, from a private or business aviation company;

  • Fluent in written and spoken Russian and English;

  • A skilled relationship-builder with the ability to communicate and influence effectively at all levels;

  • Customer-focused and a natural problem-solver;

  • Professional, articulate and well-presented with natural gravitas;

  • Credible commercial awareness and business acumen;

  • Demonstrates accuracy, a thorough attention to detail and efficient time management skills.