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Senior Manager Customer Care

This role is primarily responsible for the overall operations of the Customer Care department, the primary focus of the Senior Manager Customer Care is operational excellence of the Customer Care Department, the timely and adequate resolution of guest issues and recovery of loyalty, the development and continuous evolution of Customer Care policies, frameworks and procedures, and the provision of customer experience reports for all front-line areas of the organization.

A data driven individual, the SM Customer Care is primarily responsible for co-creating service quality improvement strategies and objectives with internal stakeholders, leverages independent audits and customer data points, creating meaningful reports that enables continual service improvements across the organization.

KEY RESPONSIBILITIES

• Develop, align and monitor Fiji Airways Group Customer Care focus to industry best practices and the airline's Service Vision.
• Review and recommend possible customer care strategies to address customer complaints and retention strategies.
• Collaborates with department heads to identify and address root causes of customer complaints.
• Monitor department key performance indicators for service actions and service recovery.
• Reports customer sentiment to divisional heads (fortnightly or monthly reports as appropriate), with the Net Promoter Score (NPS) at or above industry benchmark (Travel and Hospitality categories).
• Ensure customer insights and analytics are captured and communicated across teams.
• Sustain and strengthen Fiji Airways culture of customer service excellence and levels of hospitality while supporting our service vision 'To consistently deliver exceptional Fijian Experiences'
• Prepare reports to monitor ongoing projects and programs, risks and issues and advance to leadership when required.
• efficient administration, co-ordination, and development of the Customer Care functions.
• Demonstrate personal commitment to quality standards, service culture and professionalism.
• Maintain and monitor Department budget within established guidelines.
• Continuously develop the skillset of the customer care team.

QUALIFICATIONS & EXPERIENCE

• Degree in Business, Marketing, Tourism or related field OR 10 years+ experience in airline product, marketing or customer areas.
• +3 Years Call Centre experience at a senior leadership level.
• Proven experience in problem solving and root cause analysis.
• Proven experience in improving guest experience
• Empathetic and understand the perspective of our customers and customer service representatives.
• Strong customer centricity with passion and dedication towards service excellence.
• Tenacity and high level of attention to detail with the ability to manage multiple projects simultaneously.
• Excellent written and verbal communication skills.
• Well versed in the use of Microsoft office suite - including Word, Excel and PowerPoint.