Head of Customer

Iagcargo; Hounslow; Hybrid; GBP 60,000 - 100,000

Job description

Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really need.

We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling). At IAG Cargo, we believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride. Join us at our globally recognised logistics business, where we are building a great place to work for customers and colleagues alike.

About the role

The Head of Customer is responsible for leading the global end-to-end strategy, vision and customer agenda for IAG Cargo. This role will be accountable for managing the global customer success, support, experience and performance insights delivery teams to ensure exceptional service delivery and customer satisfaction. The role holder will enhance customer engagement, retention, and loyalty, not just through process but also through technology, innovative thinking, people and continuous improvement.

This role cuts across all departments within the business, the role holder is therefore accountable for effectively collaborating across all business departments, driving the customer agenda and ensuring an aligned plan is always maintained. The role holder will be accountable for making sure detailed plans are in place and are delivered to agreed milestones with the Executive team of IAG Cargo.

The role will be accountable for driving performance to agreed KPI’s aligned with the service and recovery, policies and standards function based at Heathrow. The role will be responsible for the customer elements for all customer support and claims processes and teams as appropriate. They will be responsible for delivering the day-to-day performance of the customer team as well as identifying further commercial possibilities and feed this through to the commercial team. A core priority is the delivery of the product commitments that are already part of IAG Cargo’s offerings.

This includes responsibility for the global customer strategy across the product portfolio, including specialised products, ensuring they are maintained and developed in line with the overall customer agenda.

What you’ll do

• Leads the development and implementation of the Customer Agenda, associated strategies and plans.
• Lead a global team of people to deliver successful outcomes for the customer, through customer experience, support and effective use of performance insights.
• Lead the strategy, policy and process improvements in relation to the touch points of the customer journey.
• Acts as an escalation point and resolve disruptions to ensure customer issues are resolved as efficiently as possible. Learns from the disruptions and applies learnings to support the business functions to drive sustained change.
• Devise tactical plans to ensure that the customers receive the best end to end experience whilst delivering positive commercial outcomes.
• Collaborates with relevant departments to ensure that product development, marketing and sales initiatives can be delivered in line with customer expectations and forward planning.
• Takes a continuous improvement approach of the overall customer strategy with innovative thinking and focus on using technology where applicable.
• Take responsibility as the accountable business owner for any transformation initiatives or projects across the customer function.
• Identifies opportunities that lead to the growth of the products and increases customer satisfaction and delivers against the business strategy.
• Overall responsibility for developing high performing teams through performance management, personal development and coaching, always embedding brand values.
• Accountable for setting global customer standards and driving these across the business and Customer Support Centres.
• Monitors and improves performance trends in customer data and insights that will provide business benefits.
• Use research metrics to identify pain points and create action plans to address.
• Focused on delivering opportunities to reduce the cost to serve.
• Empowers, engages and motivates the Customer Team to deliver positive outcomes that add value to the business.
• Enhances the First Call Resolution.
• Takes an innovative approach, identifying new tools and technologies to optimise service for the customer.
• Utilises Customer Insight and Root Cause Analytics to identify company wide improvements and presents these to the Board/Senior Stakeholders.
• Act as the voice of the customer across the organisation.
• Works collaboratively and effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements.
• Continually develops improvements and embeds change effectively.
• Drives quality and consistency across the global business.

It's all about you

You will be a strong leader with a passion for customer success and a proven track record in delivering results in a transformation environment with a customer centric approach.

To apply, candidates must have the follow skills and experience:

Skills

• Customer Strategy Development and deployment.
• Analytical & financially literate.
• Change Management.
• Stakeholder Management.
• Collaboration.
• Can deal with ambiguity.
• Able to effectively build relationships and teams.
• Excellent communication and negotiation skill.
• Evidence of well-developed leadership skills.
• Strong leadership capability.
• Commercial acumen.

Experience

• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven Management and/or relationship management experience at a senior, strategic level role, gained across a broad range of customer functions.
• Significant experience leading a business function and delivering against the wider company agenda.
• Experience of identifying, defining and leading an agenda across multiple geographies working with different stakeholder groups. Established track record of exceeding targets, KPI’s SLA’s, in a quality led environment.
• Able to interpret MI/BI and develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Influential relationships skills at all levels. Able to use these relationships to deliver customer experience and support improvements.
• Able to adapt and succeed in a changing environment.
• Experience of working in a unionised environment.

Desirable Experience

• Background in the air transport industry, passenger or cargo.
• Experience using data and research, including journey maps and touch points to drive improvements within a company.

We’ll treat you right

Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference.

As well as a competitive salary, bonus, we offer a range of benefits to support our colleagues, which include:

• A hybrid environment with 3 days a week in the office and two from home.
• From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
• Flexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.
• All our colleagues get access to LinkedIn learning and Rosetta Stone Language courses.
• For health and wellbeing we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders.
• Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at work.

Equity, Diversity and Inclusion

Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.