Director of Customer Care
This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past – but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities as us, you could soon be part of the next chapter of our story. Together as one team, we’re connecting Britain with the world and the world to Britain like no one else.
Director of Customer Care
The role of Director of Customer Care is a senior leadership role holding strategic accountability for the British Airways global customer contact operation. The role will steer the development of infrastructure and leverage engagement centre resources to align British Airways products with the preferences of customers and commercial sellers of BA Products
Accountabilities
- Develops and maintains the British Airways enterprise architecture as it relates to (customer) data assets and the governance of customer data.
- Optimise contact centre operations while providing stewardship and assurance to include business continuity.
- Develop and maintain infrastructure to generate optimum revenue across multiple verticals including commercial sales, retail sales and staff travel.
- Make use of British Airways assets, resources and business infrastructure to drive and lead strategic change. Influence the evolution of strategic priorities, identifying commercial growth opportunities and engendering a culture of innovation, operational and service excellence.
- Oversee the delivery of best-in-class customer service standards using insights and market trends to devise customer loyalty and resolution strategies. Collaborate with senior leaders to identify and deliver internal trading opportunities.
- Lead development and delivery of the global engagement centres business plan.
- Provide oversight and leadership in the production and delivery of operational departmental plans to include assessment of related performance.
- Direct the use of systems and technologies that generate demand led insights to drive decision-making across the customer journey and drive upward performance in key customer metrics to include CSAT, NPS and CLTV.
- Bring the BA brand to life through the customer journey.
- Deploy technologies, which positively impact customer retention, automate the measurement of customer experience and personalise customer care.
- Develop plans for decommissioning legacy systems while embedding and evolving the British Airways CRM solution.
- Act as a trusted people leader, guide and inspire the Global Engagement Centres creating a strong and empowered culture where colleagues can thrive as part of a diverse and inclusive team.
About you
- Previous experience of leading and managing contact centre operations.
- Proven experience of leading and developing people.
- Validated experience of creating and then effectively leading and delivering strategy & change/transformation at a senior level.
- Understands how to navigate a large organisation to achieve objectives at senior levels.
- Analytical ability.
- Programme/Project management experience desirable.
- Experience of successful Industrial relations.
Not only will you have the chance to further your career development within BA, you’ll have access to our competitive reward and benefits package. This includes core company paid benefits such as a Defined Contribution pension scheme, generous Life Assurance cover and a whole host of options to support your physical, mental and financial wellbeing. You can also sign up for a range of voluntary benefits such as Private Medical cover, Dental and Critical Illness cover, Technology Scheme, Cycle to Work and Electric Car Scheme. And of course, you’ll be able to enjoy the benefit of staff travel as soon as you join us.
We are an equal opportunities employer and value diversity at British Airways. We do not discriminate on the basis of race, religion, age, marital status, veteran status or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position
