Airline Relations & Performance Section Head📣 Job Ad

About the Role

FNRCO is seeking an Airline Relations & Performance Section Head for a full-time position based in Jeddah, Makkah, Saudi Arabia. This leadership role is responsible for managing the customer relations function, specifically focusing on airline engagement and performance within SANS. The Section Head will implement CRM strategies, governance frameworks, and standardized processes to enhance customer engagement and satisfaction. This involves overseeing stakeholder interactions, consultations, reporting, and complaint management, while establishing CRM standards, KPIs, and data governance practices, ensuring alignment with adopted policies, agreed budgets, and defined performance targets.

Strategic CRM and Airline Engagement

This role involves leading the strategic development and implementation of customer relationship management initiatives, with a particular focus on airline interactions. Key responsibilities include:

• Promoting a culture of customer-focused leadership and supporting SANS in enhancing customer centricity.
• Developing and managing SANS’ CRM processes and operational manual.
• Contributing function-specific inputs to the design and implementation of the department’s strategy and roadmap.
• Establishing and implementing operational plans aligned with departmental strategic plans and KPIs.
• Leading airline engagement and charges consultations, serving as the single point of contact for airlines.
• Setting and maintaining CRM playbooks, standards, a master calendar, KPI catalogue, and data governance rules.
• Conducting quarterly meetings with customers to ensure obligations are efficiently fulfilled.

Customer Performance Monitoring and Reporting

The Section Head is responsible for monitoring customer satisfaction, gathering insights, and producing comprehensive reports to drive continuous improvement. This includes:

• Designing and creating customer satisfaction surveys to gather insights on service quality and customer experience.
• Distributing surveys through effective channels to maximize response rates.
• Collecting and analyzing survey feedback to identify trends and areas for improvement.
• Developing and recommending actions to enhance the customer experience.
• Implementing approved customer satisfaction improvement strategies and communicating updates to relevant teams.
• Monitoring customer satisfaction metrics and providing periodic reports on progress and insights.
• Monitoring KPIs related to customer satisfaction and running the full survey and newsletter process, consolidating cross-portfolio insights.
• Guiding data collection from relevant departments and reviewing/validating data for accuracy and content development.
• Coordinating with the CCM development team to design visual elements for reports.
• Sharing final reports for review and approval by the CSD Director, CSO, and CEO, ensuring all required adjustments are incorporated.
• Ensuring publication of reports via CRM mail and the Media Center on the SANS external website.

Process Adherence and Continuous Improvement

This role ensures operational excellence by maintaining compliance with established policies and actively seeking opportunities for process enhancement. Key activities include:

• Supporting the monitoring of day-to-day activities to ensure compliance with stipulated policies and procedures.
• Contributing to the identification of opportunities for continuous improvement of systems and processes, considering leading practices, changes in the business environment, cost reduction, and productivity improvement.

People Leadership

The Section Head is responsible for leading and developing team members, fostering a high-performance work environment aligned with organizational values. Responsibilities include:

• Actively participating in on-the-job training, mentoring, and coaching of subordinates.
• Providing clear direction, prioritizing tasks, assigning and delegating responsibility, and monitoring workflow.
• Promoting a high-performance working environment embracing SANS’s values.

Qualifications and Experience

Candidates for this full-time position should possess a strong background in customer relations and performance management.

• A minimum of 10 years of relevant experience in customer relations, CRM strategy, or airline performance management.