Head of Customer and Product Sales

Pertemps; Glasgow; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

A leading recruitment agency is seeking a Head of Customer & Product Sales in Glasgow. This hybrid role involves overseeing customer service, commercial sales, and contact centres to drive revenue growth and improve the customer experience. Ideal candidates bring senior leadership experience in customer-focused sectors, strong CRM skills, and a passion for enhancing service quality. The position offers various benefits, including a flexible working environment and health programs.

Benefits

Airline staff travel scheme

Flexible working options

Health & wellbeing programme

Life assurance

Pension (up to 6% employer contribution)

Gym and lifestyle discounts

Free flu jabs

Annual leave purchase scheme

Qualifications

• Senior leadership experience within aviation, travel, or similar customer-led sectors.
• Track record of revenue growth and customer outcomes.
• Deep understanding of service operations.

Responsibilities

• Develop customer and product strategies using CRM insights.
• Lead customer-facing teams to meet objectives.
• Oversee contact centres and digital support.
• Drive improvements in NPS and overall service quality.

Skills

Leadership in aviation or travel sectors

Strong commercial acumen

Customer journey design

CRM expertise

Stakeholder management

Experience with GDS systems

Passion for aviation

Tools

HubSpot

AI tools

Job description

Head of Customer & Product Sales

Glasgow, Hybrid

About the Role

Our client is seeking a strategic, customer-focused leader to head their Customer & Product Sales function. This role oversees customer service, commercial sales, contact centres and travel agency relations- driving revenue growth, strengthening partnerships and elevating the end-to-end customer experience. You’ll shape customer and product strategy, champion a customer-first culture and lead talented teams who genuinely care about delivering exceptional service. A key part of the role is using CRM insights to optimise journeys, communications and sales performance, while ensuring the right balance between automation and human interaction.

Key Responsibilities

• Develop and deliver customer and product strategies using CRM-driven insights
• Lead and inspire customer-facing teams to meet service and commercial objectives.
• Influence senior leadership on customer, product and ancillary revenue strategy.
• Enhance customer interactions through CRM optimisation and future-fit tools, including AI.
• Oversee contact centres, digital support, social media and passenger relations.
• Drive improvements in NPS, CSAT and overall service quality.
• Manage product performance across B2B, B2C, corporate, trade and digital channels.
• Maintain strong relationships with travel agents, tour operators and corporate partners.
• Support ancillary revenue, pricing alignment and product campaigns.
• Ensure compliance with regulations, brand standards and customer experience expectations.
• Lead on escalations, sensitive cases and continuous improvement across operations.

Skills & Experience

• Senior leadership experience within aviation, travel, hospitality or similar customer-led sectors.
• Strong commercial acumen with a track record of driving revenue and customer outcomes.
• Deep understanding of customer journey design and service operations.
• CRM expertise; HubSpot experience is a clear advantage.
• Strong stakeholder management, communication and team leadership skills.
• Experience with GDS systems, digital channels, automation and AI tools is desirable.
• Passion for aviation and knowledge of industry trends is beneficial.

Personal Approach

A collaborative, proactive leader who builds strong internal relationships, embraces new technologies and challenges existing processes to improve service and revenue.

Benefits

• Airline staff travel scheme
• Flexible working options
• Health & wellbeing programme
• Life assurance
• Pension (up to 6% employer contribution)
• Gym and lifestyle discounts
• Free flu jabs
• Annual leave purchase scheme