Client Aviation Manager
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Location:
Kowloon, HK
Flexible Work Arrangement: Onsite
Job Category: Customer Standards \& Services
Career Level: Executive
Requisition Id: 4712
Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to over 4,500 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Government Services, 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
The incumbent is responsible for supporting the aircraft management department assigned to the managed clients. This position will primarily provide support by proactive communication with the client, conducting operational analysis, financial forecasting, review of our financial reporting tools, expense report validation and approval, as well as other functions assigned by the Client Aviation Directors.
Main Responsibilities
Act as the primary liaison for assigned clients, ensuring high levels of satisfaction and responsiveness
Maintain regular communication with clients to anticipate needs and provide timely resolutions of service requests, billing inquiries, suggestions and complaints
Resolves customer and vendor inquiries or complaints fairly and effectively, coordinating with internal teams as needed
Collaborate with cross-functional teams on contracts, billing, operational and compliance matters to ensure delivery of operational and customer efficiency
Provide product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships
Recommend and implements programs to support customer needs, providing materials and guidance as needed
Create and maintain aircraft and client onboarding (and termination) project activities, connecting client requirements and Jet Aviation protocols
Support onboarding of new clients, including documentation, orientation and initial service setup
Coordinate with clients and recruitment teams to arrange crew interviews, provide market insights on market best practices on crew handling, and address additional crew requirements in line with client expectations and operational needs. Manage and reconcile all assigned aircraft crew expenses (lead pilot only)
Administer internal e-platforms, SharePoint sites, and proprietary platform processes relating to assigned accounts, ensuring client data is accurate and maintained
Create and support aircraft sell sheets and marketing efforts, if applicable
Create client data reports, budgets, and dashboards in conjunction with team members
Support collection and risk mitigation efforts with client service team members
Ensure amendments to client agreements (i.e., leases, certificates of insurance, etc.) are coordinated and documented according to internal processes and client requirements
Represent Jet Aviation as one company internally and externally with industry groups, regulatory bodies and the General Dynamics network
Minimum Requirements
Bachelor’s degree (B.S. or B.A.) in Business, Aviation Management, Hospitality or related field
Strong knowledge of business aviation, charter services, and/or customer relations in luxury or hospitality experience
More than 5 years of experience in client services, account management and/or aviation operations
Dispatch or Maintenance experience with a strong financial understanding is highly preferred
Extensive knowledge of Microsoft Office Suite products
Must be available to travel for company meetings, industry events and client visits
This position may be required to work flexible schedules such as weekends, nights and holidays Client Aviation Manager may need to respond/travel on rare occasions with minimal notice
Attends meetings and training programs, as required
Proficient and knowledgeable in all client representatives’ duties and responsibilities
Excellent communication skills, organizational and problem-solving skills
Common courtesy and customer orientation
Ability to work flexible schedules, multitask and work under time pressure
Desired Characteristics
Customer service and safety focused
Excellent communications, customer service and people skills
Results driven – able to execute with high personal accountability
Strong initiative and self-direction
Strong personal values corresponding with Jet Aviation values (Trust, Honesty, Alignment, Transparency)
If you are interested in a multicultural, challenging and innovative working environment and your profile matches our requirements, we are looking forward to receiving your online application in English.