Customer Liaison Manager

Swissport; City of Edinburgh; On-site; GBP 60,000 - 80,000; Full time

Job description

Overview

The Customer Liaison Manager will support the GM, Deputy GM, and Heads of Department in the day-to-day management of customer airlines and their expectations.

You will be responsible for the coordination and effective communication across all of Edinburgh’s customer airlines, ensuring all areas of the business are maintained by promoting and maintaining excellent working relationships both internally and externally. As the lynchpin between Swissport and the Airline Customers, the role holder will be expected to physically support the Station to ensure all agreed Airline targets and KPIs are achieved (if not exceeded). The role holder will be the face of Swissport to Edinburgh’s Customers at a front-line, operational level.

Responsibilities

• Serve as the primary contact for all day-to-day operational communications with the Customers.
• Ensure compliance with all customer and airline service requirements by maintaining performance as specified in the contract and SLA.
• Responsible for developing and maintaining a good, professional working relationship with all customer and internal stakeholders, establishing a clear line of communication at all levels.
• Support the Station Team with preparation for key customer meetings.
• Communicate internally, ensuring delivery of all targets and KPIs, resource planning, and all other areas of required responsibility.
• Identify, implement, and develop Service Delivery Improvements and initiatives where appropriate.
• Report against SLA and contract delivery to Station Management as required.
• Develop and implement processes to analyze performance data and identify trends to initiate ideas to improve the overall service delivery.

Focus on actions required both internally and externally, with a proactive approach to problem-solving.

Qualifications

• Compliance with key customer KPI (SLA).
• Achieve Revenue Target KPIs.
• Achieve Targeted NPS scores by customer.
• Reduce Penalties paid to customer YoY.
• Acknowledged ‘expert’ in Customer and Swissport relationships.

Essential Requirements:

• Excellent Relationship Management.
• Proven ability to influence both internally and externally.
• Highly customer-focused.
• Demonstrable strong Leadership skills, able to manage and maintain accountability across multiple key stakeholders.
• Exceptional customer service and communication skills.
• Ability to work under pressure.
• Excellent Problem-solving skills: root cause analysis and resolution generation.
• Excellent conflict resolution skills and ability to diffuse potential situations.
• Excellent oral and written communication skills, fluent in English.
• Ability to multi-task and work effectively in a fast-paced environment.
• Previous experience and knowledge of airports and airline operations.
• Excellent attention to detail.
• Computer literate with strong analytical skills – MS Office (Word, Excel, PowerPoint).
• Full UK Driving Licence.
• Flexible working approach, covering business requirements.