Director, Client Relations

SKYSERVICE BUSINESS AVIATION

Skyservice is Canada’s leader in business aviation. Built on the key principles of safety and service, we provide a full service experience from Aircraft Management, Aircraft Charter, Maintenance and Aircraft sales from our Fixed Base Operations in Toronto, Montreal, Ottawa and Calgary. People and values are the inseparable assets that drive our dedication to Quality, Safety, Respect, Commitment and Efficiency. These are the core values that guide us every day and help build our reputation as leaders in aviation services. Skyservice is a team dedicated to supporting and developing our employees. If you want to grow your career and broaden your experience, then Skyservice is the right team for you.

JOB PURPOSE:

Reporting to the Vice President, Client Relations, the Director, Client Relations will oversee and manage all aspects of client management across the organization. The incumbent will ensure the delivery of effective and best in class client relation services and will actively collaborate with the Vice President and Sales organization to continue to drive growth, customer satisfaction and success for the organization.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

• Establish short and long term goals for the continued development of the Client Relations team in collaboration with the Vice President;
• Responsible for implementation and ongoing development of standards, SOPs, and protocols to ensure service excellence for Skyservice’s customer base;
• Establish and monitor key account metrics, including the customer satisfaction index, ensuring proactive measures are in place to support overall client retention strategy;
• Main point of contact for escalated client issues; responsible for ensuring rapid and successful resolution to maintain client loyalty and retention;
• With a sound understanding of financial drivers, prepare and manage departmental and client budgets including but not limited to continuous pursuit of growth opportunities, continuous improvement and innovation;
• Partner with the Sales organization to ensure seamless transition from “prospect to new client”; ensure visibility to new/upcoming clients to promote engagement and high levels of customer satisfaction;
• Establish strong interdepartmental communication and accountability plan to ensure best in class service for clients;
• Responsible for effective management of employees, including driving performance management initiatives, succession planning, headcount management and other HR initiatives;
• Develop, coach and mentor direct report and continue to build a highly engaged, high performing client relations team; ensure continuous development of leadership bench strength.

• QUALIFICATIONS AND SKILLS REQUIRED: *

• Post-secondary diploma or degree together with a minimum of 5 years’ experience in a management role;
• Previous experience in the aviation industry is considered an asset;
• Exceptional experience working with and managing high profile clientele;
• Proven track record of achieving business and financial results;
• Superior customer service and interpersonal / relationship skills;
• Excellent communication skills – both oral and written;
• Strong leadership skills including ability to manage, coach and drive performance;
• Flexibility required to support a dynamic organization; may be required to work irregular hours and be on call as required;
• Working knowledge of Salesforce is considered an asset.

Skyservice is an equal opportunity employer and welcomes applications from all interested parties. If for any reason you cannot apply through our job board, please contact_ a member of our Human Resources team for special accommodation._

Job Types: Full-time, Permanent