Sirio Client Service Manager

Sirio, a premier global aircraft management company, is looking for a Client Service Manager to join our dynamic team. This position will be based at our offices in Farnborough, England. With over 40 years of experience and a vital member of the Directional Aviation Portfolio, we have created a reputation for excellence in managing a fleet of nearly 20 aircraft. Our success is attributed to the dedication of our team of over 100 talented aviation professionals, strategically positioned around the world.

What Impact Will You Have?

As a Client Service Manager, you will serve as the client’s expert for all aspects of their aircraft operation. Working as the central point between the owners, our internal teams, the flight crew and our world class global and tactical operations center, a Client Service Manager works to flawlessly execute personalized and unique travel experiences. The heart of the role is developing and nurturing exceptional long-term relationships with all who interact with the operation.

Overview of Responsibilities:

• Full-scope planning of all client schedules, including but not limited to, preparing an itinerary, confirming arrival and departure reservations, verifying catering requests, arranging ground transportation, ensuring the delivery of any special requests and flight following.
• Become the client expert and advocate, consistently anticipating client needs and expectations, serving as their aviation advisor.
• Expertly guide clients through dynamic conversations related to maintenance, aircraft/airport/operational limitations, CAA regulations, ATC delays and impactful weather conditions.
• Liaise with internal teams to strategically schedule planned maintenance around known owner travel plans and peak travel periods.
• Effectively work through the impact of AOG events to the client’s schedule, including sourcing supplemental lift options, if needed.
• Liaise with internal teams to identify potential revenue opportunities for clients.
• Collaborate with the Lead Captains and Dedicated Cabin Servers of owner’s flight crew to optimize crew schedules, arranging supplemental crew support as needed.
• Effectively conduct quarterly calls with flight crew teams to keep lines of communication open and strategize about operational needs.
• Support crew member new hire orientation and onboarding processes.
• Accurately compile monthly aircraft utilization reports, provided to accounting for purposes of creating client invoices.
• Once prepared, take point on sending invoices to the client, serving as the main point of contact for any questions.
• Accurately compile utilization and/or financial reporting on a quarterly/monthly/annual basis, as requested by the client.
• Work effectively in a fast-paced, dynamic environment, while maintaining the highest level of professionalism.
• Successfully prioritising multiple objectives with constantly shifting priorities, with the ability to independently recognise and address/escalate issues as they arise.
• Maintain strict confidentiality in all cases regarding client information and travel schedules.
• Cross-train with fellow Client Services team members to provide seamless coverage of the flight schedule.
• As our operation is 365/24/7, the role requires a willingness to be flexible to support our clients when required.
• Schedule the aircraft and crew, as well as arrange all logistics or services in conjunction with scheduled trips.
• Proven ability to independently recognise and address potential issues and offer ideas for areas of improvement.
• Detail oriented with a proven ability to prioritise multiple objectives in a dynamic environment with constantly shifting priorities.
• Ability to quickly learn and assimilate to Sirio business model.

Required skills and qualifications:

• Aircraft management and or account management experience is essential.
• Must possess the legal ability to work in the United Kingdom.

Preferred Qualifications:

• Exceptional level of customer service experience, working with high-net-worth individuals, in a private aviation and/or luxury service environment.
• Knowledge of Flight Operations Regulations in regard to Part 91 or 135 airline operations with emphasis on high-level experience in international travel planning.
• Experience effectively multitasking multiple tech platforms, managing a high-volume email system and the aptitude to learn customized company databases.
• Excellent interpersonal, oral/written/video communication and problem resolution skills.