Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to some 4,000 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Defence, FBO, Fixed and Rotary Wing Maintenance, and Staffing. Behind every seamless Jet Aviation experience, is a team of dedicated professionals perfecting the art of flight. The artisans of aviation. The craft that brings our customers’ journey to life. In the hangar, on the ground, and behind the scenes. Enabling global flight, with passion.
Position Summary
Responsible for driving customer initiatives and loyalty programs that focus on increasing customer acquisition, engagement and retention. Responsible for supporting the brand and elevating and enhancing the customer experience through effective initiatives and feedback mechanisms. We are seeking a Manager of Customer Engagement to join our team as we continue to expand our global presence, out of the locations listed below:
- Teterboro, NJ
- Basel, Switzerland
- West Palm Beach, FL
Minimum Requirements
- Bachelors degree or equivalent
- 5 + years of experience in customer service
- Experience in brand
- Ability to initiate change and lead/work with others at all levels of the organization to accomplish desired outcomes
- Ability to deliver projects successfully, within budget and time frame
Main Responsibilities
- Define, design, execute and own global customer engagement initiatives and programs in partnership with the global brand, marketing and customer team that focus on customer acquisition, engagement and retention
- Develop and implement customer engagement strategies based on brand promise, customer
feedback and data to identify trends and insights
- Collaborate with marketing, sales, and customer service teams to create and manage customer loyalty initiatives
- Monitor and report on the effectiveness of engagement initiatives.
- Identify opportunities for improving the customer experience.
- Manage customer communication channels and lead all key communication touchpoints in partnership with the communications team
Main Responsibilities Cont.
- Support brand events and partnerships in service of the customer
- Support ideas and content for customer engagement campaigns.
- Participate in overall customer experience strategy discussions
- Conduct research to discover new techniques for improving the customer experience
- Attend seminars, workshops, and conferences to deepen existing job knowledge
- Serves as a Brand and Global Customer Experience champion across the company
- Represent Jet Aviation as one company internally and externally with industry groups, regulatory bodies and the General Dynamics network
Desired Characteristics
— Self-driven, outcomes oriented performer.
— Strong interpersonal skills; ability to influence/persuade decision makers and motivate team members.
— Inspirational change champion with a strategic and analytical mindset
— Ability to use excel in data gathering manipulation (using Excel)
— Ability to analyze project information to determine overall business case
— Ability to understand the importance of stakeholders’ business objective and drive the process towards achieving those objectives
— Ability to see the big picture as well as deep dive into the micro level if necessary
— Clearly communicates expectations to team members and stakeholders
— Acts as a facilitator between stakeholders and team members
— Passionate about Delivering the Best Experience
— Willingness to always provide a five-star experience
— Quickly adaptable to changing priorities and customer needs
— Able to quickly identify alternative and positive solutions to problems
— Ability to deal with customer frustrations while still maintaining that positive attitude
Jet Aviation provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
