Global Customer Relations Manager

Overview

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain. It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris. This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues. So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make. We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The Role: Global Customer Relations Manager

Join our Global Customer Retention team at British Airways as a Global Customer Relations Manager—leading the strategy and day-to-day operations that set a new industry benchmark for service recovery and customer retention. You’ll guide a high-performing, London-based function with a global footprint, turning challenges into opportunities to deepen trust and loyalty while owning key KPIs (SLA, CSAT, NPS, FCR) and significant budget responsibility.

Responsibilities

• Define and deliver a best-in-class Customer Relations strategy that meets regulatory requirements and aligns to BA values.
• Lead and inspire a worldwide team to resolve complaints, escalations, and disputes with pace, quality, and first-contact resolution.
• Optimise processes using data and insight—streamlining workloads, enabling automation, and empowering colleagues to manage caseloads effectively.
• Build clear, data-driven narratives on trends (incoming, outgoing, backlog) to influence stakeholders and prevent future failures.
• Create and maintain an effective disruption strategy and contribute to on-call leadership duties across Customer Care.
• Drive performance against SLAs, timely outcomes, and proactive complaint reduction in partnership with Global Contact Centre leaders and suppliers.
• Champion a coaching culture that empowers colleagues, builds engagement, and ensures consistent experiences for customers and teams worldwide.
• Manage the Customer Relations compensation budget, ensuring effective cost control and benefit realisation.

What You’ll Bring To British Airways

• A self-driven, structured approach with excellent communication and presentation skills—able to translate complex data into clear, impactful recommendations.
• Proven ability to set direction, prioritise, and influence at pace—driving difficult decisions and managing complex relationships.
• A collaborative leadership style that empowers people, models BA values, and builds engagement and trust.
• A proactive, technology-first mindset focused on measurable outcomes and continuous improvement.

Your Experience

• Leading and engaging teams through transformation, delivering significant culture change across multiple locations.
• Using data and insights to optimise information flow and improve customer journeys and outcomes.
• Delivering CRM and automation solutions to solve complex business challenges.
• Comfortable with global stakeholder management, on-call leadership responsibilities, and travel to support teams.

What We Offer

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

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 flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.