Global Customer Service Lead – Remote Growth & Excellence

IATA Consulting; Madrid; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Flexible work options

Work from abroad policy

Birthday off

Job summary

IATA Consulting in Madrid seeks a seasoned Customer Service and Sales leader to head a multicultural team and deliver outstanding service to airlines, travel and cargo partners. Bring 7–10 years in international customer service and sales, strong leadership, and fluency in English; Arabic or French is a plus.

You will plan capacity, monitor KPIs, and drive improvements. SAP, Salesforce CRM and Microsoft tools are essential.

Qualifications

• 7–10 years of experience in customer service and sales, preferably within international organizations.
• Proven ability to lead and motivate culturally diverse Customer Service and Sales professionals.
• Strong leadership and interpersonal skills, with effective communication across all levels and backgrounds.
• Proficiency in SAP, Salesforce CRM, and Microsoft tools (Excel, PowerPoint, Power BI, Outlook, SharePoint).

Responsibilities

• Lead and develop a multicultural Customer Service and Sales team.
• Plan daily and yearly capacity needs and ensure sufficient coverage across service channels.
• Drive continuous improvement initiatives and ensure SOP adherence.
• Manage key accounts and stakeholder relationships.
• Coordinate with Marketing and other sales channels to convert leads during campaigns.
• Oversee onboarding of IATA products and services into the CSC and ensure readiness.

Skills

Leadership

People management

Customer service

Data analysis

Forecasting

Tools

SAP

Salesforce CRM

Microsoft Excel

Power BI

Outlook

SharePoint

Job description

IATA Consulting in Madrid seeks a seasoned Customer Service and Sales leader to head a multicultural team and deliver outstanding service to airlines, travel and cargo partners. Bring 7–10 years in international customer service and sales, strong leadership, and fluency in English; Arabic or French is a plus.

You will plan capacity, monitor KPIs, and drive improvements. SAP, Salesforce CRM and Microsoft tools are essential.