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Senior Director Global Customer Experience

Location: 

Basel, CH

Flexible Work Arrangement:  Hybrid
Job Category:  Marketing & Communications
Career Level:  Management
Requisition Id:  3058

Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to some 4,000 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Defence, FBO, Fixed and Rotary Wing Maintenance, and Staffing. Behind every seamless Jet Aviation experience, is a team of dedicated professionals perfecting the art of flight. The artisans of aviation. The craft that brings our customers’ journey to life. In the hangar, on the ground, and behind the scenes. Enabling global flight, with passion.                                                                                                                                                                                                                                                                                                                                                                                                                                                      

Position Summary

We are the effort behind effortless, enabling global flight with passion.

 

Are you passionate about creating elegant, seamless, and memorable customer experiences? We are seeking a forward-thinking, dynamic and inspiring Senior Director Global Customer Experience based in either Basel or Zurich, to design and implement a global strategy that ensures every touchpoint reflects our brand’s promise of being the effort behind effortless. If you are driven by brand and customer, this role is your opportunity to make an impact!

Your role:

  • Strategize & Implement: Craft a global, regional, and local customer experience strategy across our four different lines of service that is aligned with our brand promise
  • Lead & Inspire: Guide a global team, setting the standard for exceptional customer service across all channels
  • Voice of the Customer: Analyze feedback, identify trends, and create actionable plans for continuous improvement
  • Customer-Centric Culture: Drive a customer-centric culture throughout the organization by developing training programs that emphasize the importance of exceptional service at every level
  • Track & Measure: Establish and monitor KPI’s to gauge the effectiveness of customer experience initiatives and ensure continuous improvement

What we offer you:

  • An exciting and challenging role in a dynamic environment
  • Various opportunities for professional and personal development
  • Chance to work on exciting, high-profile projects
  • A motivated and cheerful team that looks forward to working with you
  • Our events are great! We also have lots of fun together outside of working hours

Your profile:

  • Several years of senior leadership in customer-focused, operational or brand, marketing and communication roles 

  • Experienced in developing strategies for different market segments

  • Proven track record of driving cultural change and continuous improvement in customer service operations across multiple regions
  • Strong project management skills, with experience leading complex, global customer programs
  • Ability to engage and inspire teams, with excellent communication and people skills
  • A global mindset with the flexibility to travel worldwide and adapt to cultural differences in service standards

Are you ready for take-off? Join us and be the driving force behind the next level of customer experience at Jet Aviation.                                                                                                                                                                                                                                                                                                                                                                                                               

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