The dream of flying has always been a human fascination, evoking emotions and the sense of freedom. Modern business aviation attracts people who share that passion. People from all over the world converge at Jet Aviation, creating a unique cultural mix. They combine their competencies and skills with one common mission: to serve our customers best!
We continuously challenge and develop our employees, for they are our most valuable asset. Jet Aviation as an international company offers numerous possibilities for development and opens reams of professional perspectives.
In order to reinforce the global team based in Basel we are currently recruiting for a
Vice President Global Customer Standards and Service
The Vice President Global Customer Standards and Service will define, measure and direct world-class customer service standards, customer service metrics and customer resource management tools for Jet Aviation, a wholly owned subsidiary of General Dynamics, representing 50 global locations.
Description/Tasks:
  • Develop, shape and implement a cohesive global strategy to drive exceptional customer service and a differentiated competitive advantage.
  • Develop and measure global customer service metrics across all regions and lines of business with a goal for sustainable, measurable and continuous improvement.
  • Implement, deploy and manage a global customer resource management tool designed to improve customer service delivery and visibility of how customers interact with Jet Aviation across all lines of business.
  • Support the development of customer portal across all regions and lines of business as a means of establishing unique competitive advantage and greater customer intimacy.
  • Provide management and oversight of Basel customer service department.
  • Prioritize customer service projects and allocate resources accordingly.
  • Conduct market and competitive analyses to identify challenges and opportunities.
  • Provide guidance and ideas to organize effective service events.
  • Work closely with marketing and communication to support key customer-facing events.
  • Own the Customer Advisory Boards worldwide – including, design, implementation and follow-up
  • Participate in high profile business events (Trade Shows, customer functions, etc.).
  • Participate in the quarterly and annual planning of the Company's objectives.
  • In collaboration with Marketing, develop standards regarding the look and feel of Jet assets, e.g. FBOs, customer reception/lounges and uniforms.
  • Set short and long terms goals for internal teams that are aligned with the Company's key priorities.
  • Prepare and manage the customer service and market intelligence budget and expenditures.
  • Lead and develop a team of professionals directly responsible for achieving these overall goals. 
  • Manage and coordinate operational projects such as new location start-ups and major events.
Qualification/Experience:
• Demonstrated success at a senior level within the business aviation community, or other senior level role in a service environment.
• Forward thinking, impactful leader at the forefront of customer strategy.
• Ability to create vision and strategy that inspires innovative practices and transforms legacy mindsets that turn customer strategy into the company’s competitive advantage.
• Proven ability to build and lead strong teams across a remote geography.
• Demonstrated experience designing and implementing successful change management programs.
 •Experience with CRM software and customer service metric tools.
• Strong analytical and project management skills.
• Strategic mindset, with ability to make difficult decisions.
 
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 (cover letter, CV).
Jet Aviation AG
Ms. Claudia de Sa
Human Resources
http://www.jetaviation.com/jobs