Client Aviation Manager

Position Summary

The incumbent is responsible for supporting the aircraft management department assigned to the managed clients. This position will primarily provide support by proactive communication with the client, conducting operational analysis, financial forecasting, review of our financial reporting tools, expense report validation and approval, as well as other functions assigned by the Client Aviation Directors.

Main Responsibilities

• Act as the primary liaison for assigned clients, ensuring high levels of satisfaction and responsiveness
• Maintain regular communication with clients to anticipate needs and provide timely resolutions of service requests, billing inquiries, suggestions and complaints
• Resolves customer and vendor inquiries or complaints fairly and effectively, coordinating with internal teams as needed
• Collaborate with cross-functional teams on contracts, billing, operational and compliance matters to ensure delivery of operational and customer efficiency
• Provide product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships
• Recommend and implements programs to support customer needs, providing materials and guidance as needed
• Create and maintain aircraft and client onboarding (and termination) project activities, connecting client requirements and Jet Aviation protocols
• Support onboarding of new clients, including documentation, orientation and initial service setup
• Coordinate with clients and recruitment teams to arrange crew interviews, provide market insights on market best practices on crew handling, and address additional crew requirements in line with client expectations and operational needs. Manage and reconcile all assigned aircraft crew expenses (lead pilot only)
• Administer internal e-platforms, SharePoint sites, and proprietary platform processes relating to assigned accounts, ensuring client data is accurate and maintained
• Create and support aircraft sell sheets and marketing efforts, if applicable
• Create client data reports, budgets, and dashboards in conjunction with team members
• Support collection and risk mitigation efforts with client service team members
• Ensure amendments to client agreements (i.e., leases, certificates of insurance, etc.) are coordinated and documented according to internal processes and client requirements
• Represent Jet Aviation as one company internally and externally with industry groups, regulatory bodies and the General Dynamics network

Minimum Requirements

• Bachelor’s degree (B.S. or B.A.) in Business, Aviation Management, Hospitality or related field  
• Strong knowledge of business aviation, charter services, and/or customer relations in luxury or hospitality experience
• More than 5 years of experience in client services, account management and/or aviation operations
• Dispatch or Maintenance experience with a strong financial understanding is highly preferred
• Extensive knowledge of Microsoft Office Suite products
• Must be available to travel for company meetings, industry events and client visits
• This position may be required to work flexible schedules such as weekends, nights and holidays Client Aviation Manager may need to respond/travel on rare occasions with minimal notice
• Attends meetings and training programs, as required
• Proficient and knowledgeable in all client representatives’ duties and responsibilities
• Excellent communication skills, organizational and problem-solving skills
• Common courtesy and customer orientation
• Ability to work flexible schedules, multitask and work under time pressure

Desired Characteristics

• Customer service and safety focused
• Excellent communications, customer service and people skills
• Results driven – able to execute with high personal accountability
• Strong initiative and self-direction
• Strong personal values corresponding with Jet Aviation values (Trust, Honesty, Alignment, Transparency)