Customer Relationship Manager - Airlines

Job description

Job Purpose:

This is an exciting opportunity to join our fast paced and dynamic Customer team and represent our Airline customers within NATS, championing our Customer team's purpose of being the voice of the customer, continuously challenging the business to drive change and deliver for them and ensuring our customers at the heart of everything we do.

As a Customer Representation Manager you'll act as the internal face of our Airline customers by establishing close working relationships with them to understand their operations and priorities, enabling you to effectively represent them within NATS.

Key responsibilities:

• Act as the internal voice of our Airline customers and demonstrate in-depth understanding of their business models, operational challenges and priorities.
• Continuously challenge the business to deliver on customer priorities and identify opportunities for improvement.
• Ensure that 'Customer' is at the heart of everything we do and actively promote our airline customers within NATS to ensure they are understood and considered in decision making.
• Manage and deliver 'best in class' customer engagement and consultation across NATS.
• Facilitate face-to-face and virtual, bilateral customer meetings.
• Represent our customers, the Customer team and the wider business at stakeholder meetings (internal and external).

Skills and Experience:

You will have significant experience in a customer / operational management role within the Aviation industry with some knowledge of UK/European Air Traffic Management and/or Air Traffic Control, airline operations, flight planning and navigation functions.

Other key requirements include:

• Exceptional interpersonal skills and comfortable with facilitation, communication, presentation, influencing, conflict handling and negotiation.
• Strong drive and proactive approach to delivering and developing the Customer team purpose in line with our future strategy.
• Ability to represent NATS domestically and internationally with senior stakeholders / management across a broad range of technical and strategic subjects.
• Ability to analyse complex situations or scenarios and develop options and solutions.
• Willingness to travel for customer / stakeholder engagement.

Additional Information:

We have adopted agile (hybrid) working to provide greater flexibility and increased choice over working arrangements, with the opportunity for this role to work in our modern office facilities, as well as remotely.

We are proud to offer a fantastic total reward package to help you thrive both personally and professionally. In addition to a competitive salary, you'll receive a wide range of benefits which includes a market-leading defined contribution pension scheme, voluntary benefits and retail discounts, wellness support and a comprehensive learning and development offering.

If you share our passion to advance aviation and keep the skies safe - we would like to hear from you whatever your age, sex, race, faith, sexual orientation, gender identity, gender expression, visible or invisible disability. Individuals that bring different perspectives, skills, life experiences and backgrounds help us be at the forefront of our industry.