Head of Customer Excellence (80-100%, all genders)
With 14 million passengers per year, not every journey can be perfect—but we can certainly try! Often, it’s the small details. We want to maximize the feedback and address challenging process errors consistently. In this role, directly connected to the Executive Board, you and your team will be the central voice of our customers, working to improve our customer journey a little bit every day
Facts
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Location
Vienna Airport
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Employment level
Direct entry
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Function
Customer service, Product Management
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Working time
Full time
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Salary
It is important to us that each salary is commensurate with qualifications and experience. To ensure fair payment, each salary is calculated individually (Minimum salary: € 70.000).
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Publishing date
10-11-2024
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Application deadline
10-26-2024
- Foster dialogue with our employees: You will organize regular feedback loops with colleagues on the front line, gather insights, and inform them about how their feedback contributes to improving the customer journey. This strengthens the team and enhances engagement and appreciation for their work.
- Be the voice of our customers: As the central point of contact, you will analyze all relevant feedback data. Your goal is to identify customer needs and translate them into specific actions.
- Shape our "Austrian Customer Circle": You will design and implement this innovative concept, and skillfully moderate discussions with key stakeholders.
- Focus on the essentials: With a clear focus on short-term yet impactful topics, you ensure that we develop a continuous understanding of the current customer journey and consistently improve it.
- Lead the "Top Customer Relations" team: You will manage our team responsible for servicing and maintaining continuous dialogue with our top customers. Together, you will prepare and participate in dialogue events to deepen understanding of operational processes.
Sawis Oliveira Mendes
Recruiting & Talent Aquisition
Austrian Airlines AG
Profit sharing / LVV (bonus), Hybrid working possible, Development programs / Training opportunities, Mentoring, Promotion of women, Subsidized parking or public transport, Company health management, Flight benefits, Remote working (e.g. from home), Flexible workhours and part-time working models, Discounts
- You have a master's degree and have accumulated more than 5 years of experience in customer-focused roles.
- Previous leadership experience is a plus, as well as experience in the aviation industry.
- Your enthusiasm and curiosity for customer needs are contagious, and you are eager to translate them into tangible improvements.
- You combine strong analytical skills with an empathetic understanding of customer processes, quickly identifying inefficiencies.
- You approach every task in a structured and organized manner.
- You are bold and ambitious, not hesitating to challenge the status quo or upper management in order to find better solutions.
- You find practical ways to overcome challenges and successfully implement projects.
- You are a communicative individual who can motivate and inspire others to pursue creative approaches and elevate customer experiences to the next level.
- You are fluent in both German and English.
- You have unrestricted access to the Austrian job market.
Discover a world full of possibilities. Make your professional dreams come true at Austrian Airlines. We are an open and warmhearted community where internationality and open-mindedness play a major role. Hospitality and service-orientation are our top priorities, we put people – our employees just like our guests – first. We are focusing on creating an inspiring working environment where everyone can feel at home. Together we can create unforgettable experiences and memories. Let’s #CreateJourneysTogether
www.austrianairlines.ag/jobscareer.aspx
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