Senior Airfreight Customer Experience & Accounts Lead

CEVA Logistics; Hounslow; On-site; GBP 33,000 - 55,000; Full time

Benefits offered by this job

Annual leave

Pension

Life assurance

Gym discounts

Retail discounts

Job summary

CEVA Logistics in Hounslow seeks an experienced Customer Service Manager to lead and develop the Airfreight Customer Service team across Aerospace, Retail and General Cargo sectors. You will oversee global account management from booking through delivery, build strong relationships with airline customers, and drive exceptional service and continuous improvement.

This role focuses on customer experience, performance, and retention in a busy airfreight environment, with opportunities to influence

Qualifications

• Experience in an airfreight forwarding or logistics environment.
• Proven ability to lead customer service teams and manage key customer relationships.
• Strong knowledge of KPIs and service metrics used in airfreight.

Responsibilities

• Oversee end-to-end customer service activities across airfreight operations.
• Conduct customer visits and lead QBRs with senior stakeholders.
• Monitor KPIs for customer satisfaction, response times and operational quality.
• Collaborate with Operations, Gateway, Commercial, Transport, Customs and Network teams.
• Identify opportunities to improve processes and drive customer retention.

Skills

Airfreight knowledge

Customer relationship management

KPI management

Stakeholder engagement

Team leadership

Tools

CRM software

QBRs presentations

Job description

CEVA Logistics in Hounslow seeks an experienced Customer Service Manager to lead and develop the Airfreight Customer Service team across Aerospace, Retail and General Cargo sectors. You will oversee global account management from booking through delivery, build strong relationships with airline customers, and drive exceptional service and continuous improvement.

This role focuses on customer experience, performance, and retention in a busy airfreight environment, with opportunities to influence