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9 months ago
Location: Madrid
Job type: Permanent
Sector: Airport
Category: Customer Service Jobs

Reporting to SVP Financial and Distribution Services and based in Madrid, the incumbent will be responsible for leading, developing and managing global customer service operations located in Beijing, Singapore, Madrid and Montreal for all IATA products and services. Working across IATA, the Director Customer Services will enable the organization to embed behaviors and actions to become customer centric, while continuously improving IATA’s customer experience.


Lead one IATA Customer Service function delivering customer satisfaction by managing day-to-day customer interactions in accordance with KPIs which are focused on simple, timely, effective, and efficient service for IATA products and services, and order to cash activities;
Identify the people, processes and technological capabilities required to ensure the customers can reach IATA easily, at any time using the channels they prefer;
Responsible for effective onboarding of new products and services by customer service unit;
Define, own and deliver the Customer Services Strategy based on requirements of each customer segment;
Design and implement global Customer Service Standard Operating Procedures (SOP) consistent with IATA Account Management tools and processes;
Deliver and control one SLA agreement, ensuring full compliance, between the Customer Service Unit and IATA Product Heads, Lines of Business (LOBs) and IATA Regional Heads, based on severity levels;
Design differentiated cross-channel branded customer experiences and treatments to drive competitive differentiation;
Enable the business and service entities to work together to deliver a seamless consistent customer service at every touch point;
Promote a mindset change across IATA to strengthen customer engagement supported by effective communication;
Ensure successful cohesiveness with all parts of the organizations, enabling each business unit to achieve their business goals, gathering and exploiting market intelligence to identify potential innovations, and proactivity in meeting global and local customer needs;
Participate as an active and accountable member of both the IATA Commercial Coordination Team (CCT) and the FDS Global Leadership Team;
Lead and coach teams and individuals, developing their capabilities through effective talent management, recruitment and succession planning;
Lead initiatives to drive commercial P&S revenue growth via improved customer retention rate, greater up/cross-selling efforts and offering a variety of new “for-fee” premium services.

Qualifications and Skills

University degree and preferably a postgraduate degree or MBA;
At least 20 years of professional experience with 10 years in management in a similar position;
P&L acumen;
Proven leadership skills, demonstrated experience and success in people management, with a focus on driving global and multi-cultural virtual teams to perform;
A proven team player with a strong positive attitude, energy, and a communicative nature;
Comfortable operating under pressure, driving several projects at a time, and delivering to tight deadlines;
Excellent communication, presentation skills in English; other languages an advantage;
Interpersonal skills, and ability to interact with people of all cultures and levels;
Excellent partnership for mutual benefits skills and mindset based on collaboration, influence, trust and embracing work across IATA divisional and regional boundaries;
Availability to travel.


At the heart of IATA are our Values and Behaviors. We all have different personalities, styles and areas of expertise, but you’ll recognize us by the consistent way we act and behave in line with our Values and Behaviors. We are looking for people who bring them to life in everything they do – they are:

* Act with integrity and uphold our standards

* Think strategically in support of the global big picture

* Partner and manage to create high performing teams

* Putting people first by acting with a simple human touch

Here at IATA we are proud of being a Diverse & Inclusive Organization – we have people from all over the world working in our offices, and we extend this to our recruiting practices. We are a meritocratic organization and an equal opportunity employer.

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