Manager Customer Service

IATA Consulting; Madrid; Hybride; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Flexible work options

Work from abroad policy

Birthday off

Résumé du poste

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).

Responsabilités

• 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.

Connaissances

Leadership

People management

Customer service

Data analysis

Forecasting

Outils

SAP

Salesforce CRM

Microsoft Excel

Power BI

Outlook

SharePoint

Description du poste

Employment Type:Permanent
Contract Duration:

Why you will love working here

• Our Values are not just words on a page - they are the energy behind everything we do:ONE IATA- We collaborate across teams,TRUSTED -We do the right thing,INNOVATIVE -We make tomorrow better,INCLUSIVE -We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off!

About the team you are joining

You will report to the Head of the IATA Customer Service Center based in Madrid and lead a high-performing team responsible for delivering outstanding service to IATA’s customers—including airlines, travel and cargo agents, and third-party stakeholders.

You’ll be joining a dynamic, fast paced, and multicultural environment where operational excellence and customer satisfaction are top priorities. Your role will focus on leading and developing a team to ensure consistent, high-quality service delivery, managing and monitoring day-to-day operations, driving continuous improvement initiatives and collaborating closely with internal and external stakeholders to resolve issues.

Success in this role requires strong leadership, excellent communication skills, and a proven ability to manage customer service operations and teams.

What your day would be like

Lead a culturally diverse team of Customer Service Representatives to consistently deliver timely, high-quality support that meets global performance standards and departmental objectives, playing a key role in enhancing IATA’s customer experience and contributing to revenue growth;

Lead the Regional Differentiated Service Model (DSM) globally to deliver personalized, white-glove service to our top 30 Airlines and GoGlobal agents;

Plan daily and yearly capacity needs and ensure sufficient coverage across service channels and languages;

Plan and supervise the execution of sales activities for specific products and services, meeting revenue targets and acquiring new customers in coordination with the department head. Collaborate with Marketing and other sales channels to convert leads during campaigns;

Support and monitor BPO team operations, ensuring alignment with IATA’s standards and performance goals;

Monitor service quality through case and call reviews, driving operational excellence;
Recruit, mentor, and develop team members, fostering a culture of empowerment and growth;
Track and monitor team performance and ensure achievement of targets;

Manage key accounts and stakeholder relationships. Liaising with internal department management to resolve escalations and issues, share operational updates, represent customer feedback, & escalations improvement opportunities;

Ensure adherence to global Standard Operating Procedures (SOPs) for customer service and elevate to Operational Excellence any change request;

Oversee onboarding and integration of IATA products and services or any changes/developments to a CSC supported Product & Services into the Customer Service Center ensuring CSC readiness;
Coordinate Business Continuity and Audit requirements with the relevant teams;

Drive continuous improvement initiatives to enhance customer experience and operational efficiency, and support any company-wide, departmental projects, acting as a process and project champion;

Perform additional tasks as assigned by the Head of Customer Service Center.

We would love to hear from you if you have

Availability to work from 6 a.m. to 1 a.m. from Monday to Sunday, including bank holidays, in rotating shifts. The standard work week for this role will be from 9 a.m. to 6 p.m. from Sunday to Thursday or Monday to Friday, and might be adjusted to respond to business needs and priorities as required;

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;

Strong analytical and reporting skills, with the ability to interpret data trends and generate forecasts;

Proactive problem-solving mindset and results-driven approach;

Ability to thrive as a team leader in a fast-paced, multicultural environment while meeting deadlines and productivity goals;

Proficiency in SAP, Salesforce CRM, and Microsoft tools (Excel, PowerPoint, Power BI, Outlook, SharePoint);

Fluency in English and Arabic or French is an asset;

Alignment with IATA’s corporate values.

Travel Required: N