As a Senior Client Experience Executive, your primary responsibility will be to ensure exceptional service delivery and foster strong, lasting relationships with our valued clients. Your expertise in the aviation industry, particularly as a former Cabin Crew member, will be a valuable asset in understanding and meeting our clients’ needs effectively. You will act as a trusted advisor, providing personalised solutions and enhancing the overall client experience. Your role will play a vital part in driving client satisfaction, retention, and business growth.
What will I be doing?
Client Relationship Management:
Build and maintain strong relationships with assigned clients, understanding their unique requirements and tailoring solutions to meet their needs.
Aviation Industry Expertise:
Leverage your extensive experience as a former Cabin Crew member to comprehend the aviation landscape, industry trends, and best practices. Apply this knowledge to provide valuable insights and innovative solutions to clients.
Personalised Consultation:
Act as a key consultant for clients, offering personalised recommendations and guidance on our services, products, and offerings based on their individual preferences and objectives.
Customer Support:
Provide top-notch customer support and timely responses to client inquiries, issues, and concerns, ensuring a seamless and positive experience at all touch points.
Service Delivery Excellence:
Collaborate with internal teams to ensure the successful execution of client engagements, meeting and exceeding service level expectations.
Client Retention and Growth:
Identify opportunities to expand client relationships and collaborate with the sales team to generate new business leads. Strive to achieve high client retention rates and contribute to overall revenue growth.
Client Feedback and Insights:
Gather and analyse client feedback, identifying areas for improvement and sharing valuable insights with relevant departments to enhance service quality.
Product Knowledge:
Stay up-to-date with our company’s products, services, and offerings, continuously educating clients on new features and benefits.
Cross-Functional Collaboration:
Work closely with various internal teams, including sales, marketing, and product development, to ensure seamless communication and alignment in delivering exceptional client experiences.
Performance Reporting:
Prepare regular reports on client interactions, feedback, and key performance metrics to provide visibility to management and contribute to strategic decision-making.
Client Support:
Assist Internal Sales Consultants by preparing and organising client documentation, ensuring timely paperwork completion, and collaborating on client inquiries and requests.
Tabulation of Monthly Statistics Report:
Compile, analyse, and prepare detailed reports on leads, appointments, and closings, collaborating with the team to identify trends and opportunities for improvement.
What is required of you?
Experience from a cabin crew background (Plus Point), which would be considered advantageous.
Proven track record in client-facing roles, with a focus on delivering outstanding customer experiences.
Exceptional communication and interpersonal skills to build rapport and credibility with clients and internal stakeholders.
Strong problem-solving abilities and the capacity to think strategically to address client needs effectively.
Detail-oriented with excellent organisational and time management skills.
Ability to thrive in a fast-paced environment, managing multiple priorities with a positive and proactive attitude.
Proficiency in using CRM software and other relevant tools for client relationship management.
