Head of Premium Client Experience – Aviation (UHNW)

Hong Kong Business Aviation Centre Ltd; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Hong Kong Business Aviation Centre Ltd in Hong Kong seeks a seasoned professional to lead personalised client experiences, CRM and commercial initiatives for premium and UHNW clients. You will manage relationships with aircraft operators and key accounts, tailoring services across Mainland China and Hong Kong while driving revenue opportunities.

You will coordinate with operations and other departments to ensure seamless delivery and high service standards.

Qualifications

• Degree in Business Administration, Hospitality Management, Aviation, Marketing, Communications or related discipline.
• Eight+ years of progressive experience in relationship management, customer experience, key account management or luxury hospitality.
• Proven experience managing premium/VIP/UHNW client relationships across Mainland China and Hong Kong.
• Fluent Putonghua with strong English and Cantonese communication skills.
• Excellent communication, presentation and stakeholder-management abilities.
• Experience with CRM, client profiling, and service personalization is a plus.

Responsibilities

• Manage and develop relationships with premium and UHNW clients, aircraft operators, key accounts and business partners, acting as a key contact for customer experience matters.
• Understand client preferences and travel patterns, arranging personalised and discreet services throughout the customer journey.
• Lead customer experience and CRM initiatives, including customer profiling, segmentation, feedback analysis, journey review and service enhancement projects.
• Identify customer needs and opportunities; develop tailor-made service solutions, upselling and cross-selling initiatives to boost revenue.
• Handle client enquiries, feedback and complaints; follow up on outstanding matters and escalate issues when necessary.
• Build trusted relationships with clients across Mainland China, Hong Kong and international markets through regular engagement.

Skills

Client relationship management

VIP/UHNW client handling

Multilingual communication (Putonghua,

Education

Degree in Business Administration, Hospitality Management, Aviation, Marketing, Communications or related discipline

Tools

CRM software

Microsoft Office

AI-assisted productivity tools

Job description

Hong Kong Business Aviation Centre Ltd in Hong Kong seeks a seasoned professional to lead personalised client experiences, CRM and commercial initiatives for premium and UHNW clients. You will manage relationships with aircraft operators and key accounts, tailoring services across Mainland China and Hong Kong while driving revenue opportunities.

You will coordinate with operations and other departments to ensure seamless delivery and high service standards.