At a Glance
- Tasks: Manage customer operations and ensure exceptional service delivery for airline clients.
- Company: Join SITA, a leader in air travel technology and innovation.
- Benefits: Flexible work options, competitive benefits, and professional development opportunities.
- Other info: Enjoy a fun, inclusive workplace with global opportunities.
- Why this job: Be part of a diverse team making a real impact in the aviation industry.
- Qualifications: 5-7 years in customer support with strong communication and analytical skills.
The predicted salary is between 50000 - 60000 € per year.
WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry. You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting‑edge tech to make their operations run like clockwork. Want to be a part of something big? Are you ready to love your job? The adventure begins right here, with you, at SITA.
ABOUT THE ROLE & TEAM
As Customer Operation manager, you will proactively manage the performance of the customer contract post-delivery by defining and executing a customer operation success plan. You will be accountable to support with all aspects related to the performance of the support models towards delivering the customer commitments. Reporting to the Senior Manager Customer Operations, you will be a part of the CSO EUR Airlines - West & Central Europe responsible for the Virgin Atlantic Airways Account.
WHAT YOU WILL DO
- Develop customer intimacy, build knowledge of the customer and ensure this knowledge is shared and kept updated
- Work hand in hand with the customer facing account team
- Strive to deliver exceptional customer service, ensuring a positive experience for every interaction
- Create and execute customer success plans to improve satisfaction and retention
- Perform regular customer service reviews with reports on customer metrics and success initiatives
- Collaborate with other departments to resolve customer issues and identify technical issues requiring higher‑level support or specialized teams to ensure satisfaction is achieved
- Maintain a deep understanding of the company’s products and services to provide accurate support
- Analyse customer data and feedback to identify trends, usage patterns, and potential issues while tracking engagement and satisfaction metrics
WHO YOU ARE
5-7 years of experience in a customer support or technical support role
Strong experience in customer success, process improvement, or data analysis roles
Strong knowledge of the Air Transport Industry, especially airline business
Proven experience in creating and driving customer improvement plan.
An excellent communicator, capable of building a strong relationship with the customer.
Living near Crawley, West Sussex, to work together with the customer.
NICE-TO-HAVE
Technical knowledge about network solutions and SD-WAN
Experience with data analysis tools and methodologies
WHAT WE OFFER
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
- Flex Week: Work from home up to 2 days/week (depending on your team's needs)
- Flex Day: Make your workday suit your life and plans.
- Flex-Location: Take up to 30 days a year to work from any location in the world.
- Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
- Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
- Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
Manager Customer Operations employer: SITA
At SITA, we pride ourselves on being an exceptional employer, offering a dynamic work culture that values diversity and inclusivity. With flexible working arrangements, comprehensive employee wellbeing programs, and robust professional development opportunities, we empower our team members to thrive both personally and professionally. Join us in Crawley, West Sussex, where you can contribute to the future of air travel while enjoying a supportive and innovative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Manager Customer Operations
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to SITA. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by knowing your stuff! Research SITA's recent projects and challenges in the air transport industry. Show them you’re not just another candidate, but someone who’s genuinely interested.
✨Tip Number 3
Practice your communication skills. As a Customer Operations Manager, you'll need to build strong relationships. Role-play common interview scenarios with a friend to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the SITA team.
We think you need these skills to ace Manager Customer Operations
Some tips for your application 🫡
Know Your Stuff:Before you start writing, make sure you understand the role and what SITA is all about. Dive into the job description and highlight key points that resonate with your experience. This will help you tailor your application to show us you're the perfect fit!
Showcase Your Experience:When detailing your past roles, focus on your achievements in customer support or technical support. Use specific examples that demonstrate your ability to improve customer satisfaction and retention. We want to see how you've made a difference!
Be Personable:Remember, we’re looking for someone who can build strong relationships with customers. Let your personality shine through in your application. A friendly tone can go a long way in showing us you’re a great communicator and team player.
Apply Through Our Website:Once you’ve polished your application, head over to our website to submit it. It’s the best way to ensure it gets to the right people. Plus, you’ll find more info about us and our culture there!
How to prepare for a job interview at SITA
✨Know Your Customer
Before the interview, dive deep into understanding SITA's customer base, especially Virgin Atlantic Airways. Familiarise yourself with their unique needs and challenges, and think about how your experience can help address these. This will show that you're proactive and ready to build strong relationships.
✨Showcase Your Success Plans
Be prepared to discuss specific examples of customer success plans you've created in the past. Highlight how you identified issues, implemented solutions, and improved customer satisfaction. This will demonstrate your ability to drive results and align with SITA's goals.
✨Communicate Clearly
As an excellent communicator, practice articulating your thoughts clearly and confidently. Use examples from your previous roles to illustrate your points. Remember, effective communication is key in building relationships with customers and collaborating with teams.
✨Emphasise Data Analysis Skills
Since data analysis is crucial for this role, be ready to discuss your experience with data analysis tools and methodologies. Share how you've used data to identify trends and improve customer engagement. This will highlight your analytical skills and your fit for the position.
