Role Purpose
To support and enhance SANS’ customer relationship framework by ensuring effective engagement and consistent service delivery across customer segments. The role oversees customer satisfaction activities, monitors SLAs and complaints, and establishes CRM standards and KPIs, ensuring alignment with adopted policies and performance targets.
Key Accountability Areas
Key Activities
Relationship Management
- Administer customer relations policies in an effort to build and retain a loyal customer base.
- Organize and determine ways to build effective customer relations and ensure customer satisfaction.
- Organize and conduct meetings with customers to identify their requirements and update them on any changes or plans that may affect them.
- Lead airline engagement and charges consultations; act as the single face to airlines.
Coordination & Communication
- Establish solid communication streams with all customers through effective customer relationship management initiatives.
- Collect customer complaints and feedback and communicate them to the appropriate department who can assist in solving the complaint as needed.
- Coordinate with commercial air operators and general aviation operators for optimal customer service in conjunction with Operations Planning.
- Monitor SLAs and complaints; escalate as needed.
- Act as the military focal point (non-operational).
- Run survey/newsletter process with relevant sections and consolidate cross-portfolio insights.
Functional
- Administer customer surveys to assess customer satisfaction with SANS’ products and services based on Quality, Value, Timeliness of Service, Efficiency, and Customer Commitment.
- Maintain and update customer inquiry logs to verify the completion of inquiries and ensure maintaining an updated FAQ for future reference.
- Develop and submit monthly summary reports which include all received complaints and inquiries.
- Set playbooks, standards, master calendar, KPI catalogue, and data rules.
Customer Satisfaction Survey
- Design and create customer satisfaction surveys to gather insights on service quality and customer experience.
- Distribute surveys to targeted customers through effective channels to ensure high response rates.
- Collect and analyze survey feedback to identify trends and areas for improvement.
- Develop recommendations to enhance customer experience based on survey results.
- Implement approved strategies to improve customer satisfaction and communicate changes to relevant teams.
- Monitor customer satisfaction metrics and provide regular reports on progress and insights.
- Monitor key performance indicators (KPIs) related to customer satisfaction and provide regular updates on progress and areas that require attention.
- (Cross-referenced with “Functional”) Ensure alignment with playbook, KPIs, and data rules when conducting survey analytics.
Customer Report
- Collecting data from the relevant departments.
- Review the data and develop creative content.
- Coordinating with CCM development to design visuals for the report.
- Sharing the final document for review and approval by the CSD Director, CSO, and CEO.
- Ensuring any necessary adjustments are reflected.
- Publishing the folder through CRM mail and the Media Center on the SANS external website.
Policies, Processes and Procedures
- Conduct day-to-day activities while ensuring compliance with policies and procedures.
- Contribute to the identification of opportunities for continuous improvement of systems and processes, taking into account leading practices, changes in the business environment, cost reduction, and productivity improvement.
Knowledge and Experience
- No prior experience is required.
- Preferable experience in aviation operations, PMO and/or CRM including liaising with external stakeholders.
Education and Certifications
- Bachelor degree in business administration or equivalent is required.
