Comlux is one of the leaders in Business Aviation. Headquartered in Switzerland with a global presence around the world, Comlux delivers World-class Swiss-made business aviation services at the highest standards of the industry. At Comlux we offer engineered luxury for VIP customers looking for personal and professional services for their private aviation needs: aircraft sales and acquisitions, aircraft operations and charter management, cabin interiors, maintenance and upgrades.
Our team is growing, and we are seeking a dynamic and experienced Customer Success Manager to optimize customer engagement across our aviation services. In this pivotal role, you will manage key client relationships, ensuring seamless flight operations while cultivating deep connections with clients through tailored solutions that enhance their aviation experience and align with their operational objectives. A significant aspect of this role involves improving the client experience through customized financial reporting, providing insights that support informed decision-making. Additionally, you will contribute to the strategic growth and loyalty of our high-value clients.
Key Responsibilities:
- Key Account Management: Build and maintain strong, long-term relationships with key aircraft owners and charter customers. Act as a trusted advisor, delivering personalized service, anticipating future needs, and ensuring high levels of satisfaction and loyalty.
- Client Communication and Financial Reporting: Deliver tailored financial reports, including trip cost P&L, net margin analysis, fuel cost assessments, spend analysis, as well as detailed crew expenses and maintenance statistics. Ensure transparency and clarity in all financial matters, proactively addressing client questions and providing ongoing support for the financial aspects of aircraft management.
- Ownership Flight Schedules and Charter flight Management: Actively participate as a member of the Customer Success team, launching owner flight schedules and managing charter flights from start to finish. Ensure all aspects of flight logistics are meticulously coordinated and executed.
- Flight Operations Oversight: Work in close coordination with Flight Dispatch, Crew Control, Safety, Security, and Maintenance teams to ensure seamless and efficient flight operations, from planning through post-flight, ensuring all client expectations are met.
- Issue Resolution and Escalation: Serve as the primary escalation point for complex client issues. Work with internal teams and the Head of Customer Success to resolve challenges swiftly and effectively, ensuring customer satisfaction at every step.
- Regulatory and Travel Compliance: Provide timely, accurate information on aviation regulations, travel restrictions, immigration policies, and any special client needs, including transporting animals or managing unaccompanied minors.
- Ancillary Services Coordination: Oversee and coordinate additional services such as ground transportation and any other special client requests, ensuring they are delivered to the highest standards.
- Client Feedback and Continuous Improvement: Regularly collect client feedback to evaluate overall satisfaction, identify improvement opportunities, and implement strategies to enhance service delivery and client experience.
Qualifications and Experience:
- Aviation and Customer Success Expertise: Strong experience in customer success, key account management, or a related field, ideally within the business aviation or VIP aircraft management sector. A solid understanding of charter operations and aircraft management is essential.
- Financial Acumen: Familiarity with financial reporting systems, invoicing, and the ability to interpret and communicate financial information to clients effectively. Knowledge of the MySky tool is a significant advantage.
- Operational Software Proficiency: Experience with aviation-specific software tools is essential, and knowledge of the Fl3xx system is highly preferred.
- Regulatory and Operational Knowledge: Comprehensive understanding of aviation regulations, operations control, and ground operations processes. Ability to ensure compliance and anticipate the impact of changes in regulations on customer experiences.
- Leadership and Communication Skills: Demonstrated leadership ability with excellent interpersonal and communication skills. Proven track record of managing key client relationships and leading teams to deliver top-tier service.
- Language and IT Skills: Proficiency in English (written and spoken) and strong competency in using IT tools and aviation-specific software systems.
- Flexibility and Adaptability: Willingness to work in a dynamic, fast-paced environment with varying shift requirements, including nights and weekends.
- Attention to Detail: Strong attention to detail with an emphasis on accuracy in client information, operations, and financial reporting.
- Relationship Building: The ability to develop trust and rapport with key clients, fostering long-term partnerships.
- Customer-Centric Mindset: Always putting the clients needs first and finding ways to deliver value that aligns with their business objectives.
- Collaboration and Teamwork: Coordinating with internal teams to ensure seamless service delivery and a unified approach to managing key accounts.
- Cultural Awareness: The ability to understand and respect cultural differences, enabling you to tailor communication and services to meet the unique preferences and expectations of clients from around the world.
- Emotional Intelligence and Empathy: Recognizing and managing your own emotions, as well as understanding the emotions of others, to maintain strong relationships and communicate effectively.
- Conflict Resolution: Handling sensitive issues or client concerns with professionalism and finding constructive solutions.
