Account Management Team Lead

2 weeks ago

Hounslow, Greater London, United Kingdom British Airways Full time
Looking for a challenge in one of the world's largest airfreight logistics organisations?

As the logistics and cargo brand of International Airlines Group, you'll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.

As well as helping to keep the world's economies turning, we believe in building a great place for our colleagues to work.

Customer Experience Lead
This role will support the Customer Experience team to deliver a series of customer initiatives
and plans that deliver an enhanced customer experience in line with IAG Cargo's global
They will act as the key interlock between all IAG Cargo functions to embed a new service
culture in the business, making everyone fluent in the language of the customer. customer experience at the heart of our business, the role holder will be responsible for
The role holder will be responsible for the implementation of all planned & new activities
also be responsible for helping everyone at IAG Cargo to understand the needs of tomorrow's

Support the development of IAG Cargo's customer experience strategy across the end to journey, covering all aspects of the business, including process, technology, innovation people and continuous improvement.

Support the delivery of tactical as well as a strategic projects to ensure that all customers receive the best end to end experience whilst delivering a commercial outcome.

Manage and oversee a series of customer centric initiatives aimed at improving the experience and improving our customer experience metrics, including NPS.

Business Partner with the Senior Management / Cargo Executive Team to influence change in the service culture of IAG Cargo.

Collaborate with Commercial functions to ensure that product development, marketing & sales initiatives can be delivered in line with customer expectations and forward planning.

Use Customer Research & Insights to identify company-wide improvements and present these to the Board/Senior Stakeholders.

Strong strategic skills and customer focus with a clear understanding of the value of customer experience and its return on investment.

Confidence to influence across the organisation and particularly the commercial and operations teams globally.
Strong commitment to project delivery, passionate about customer experience.
Great organisational and time management skills, with the ability to prioritise to ensure relevant targets are met.
Advanced level and highly competent in all Microsoft packages, predominantly in PowerPoint and Excel.

Comfortable to use research and able to interpret data from a wide variety of sources to make sound judgments and recommendations.

Strong presentation and stakeholder management skills.
Experience overseeing large scale customer experience initiatives in a B2B environment
Benefit from attractive and competitive rewards aligned to the local market and role.

From the day you join us, you'll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines.

You'll also receive up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family.
Work with diverse colleagues in a business that truly values inclusion and diversity.
Are able to support communities across the world, and close to home.
Equity, Diversity and Inclusion
Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

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