Director of Client Relations

The Director of Client Relations acts as a liaison between the aircraft owner or owner’s representative and the company. This position manages the overall aircraft owner account across all functional disciplines ensuring superior customer service while also playing a key role in developing and cultivating strong relations and retention with current and future aircraft owners. Ensures the aircraft owner account operates according to the service agreement and coordinates interactions at all levels internally and externally. Additionally, this position is expected to build strong relationships with clients located in different parts of the world to spot new opportunities for revenue and spearhead growth for the company. This position takes a lead on the company’s business development efforts, including acquiring new accounts, assisting with aircraft acquisitions and responsible for onboarding new accounts.  Manages the corporate development of strategic business opportunities and movement into new sub-markets and/or geographies. This position will also Identify and cultivate key regional customers and suppliers. 

Key Duties and Responsibilities:

• Act as a liaison between the various internal departments, Company Management and the owner or owner’s representative.
• Assist owner, or owner’s representative, with issues including but not limited to operations, invoicing, maintenance, insurance, inquiries, areas of concern, etc.
• Develops a clear understanding of the owner’s perspective on various issues in order to help the Company deliver on the owner’s expectations and further enhance the relationship.
• Work with VP of Sales and Flight Coordination to monitor performance regarding achieving sales milestones and charter performance in line with Company and owner objectives.
• Actively seek out new accounts in the marketplace and take complete responsibility for on-boarding new/incoming accounts regardless of who developed that lead.
• Take lead on developing company’s CRM and Invoice Management processes.
• Secures credibility for the company in the marketplace by developing strategic relationships with key suppliers.
• Initiate, lead, and manage tradeshows and/or strategic events as needed.
• Leads the business development efforts (from introduction to first revenue) for the company's market growth, including market analysis and understanding, tier engagement, key supplier interaction, and sales/margin generation above an agreed upon level annually.
• Active in procuring new owners as the company’s customers and in turn play a active role in their respective aircraft acquisitions.
• Strategically assist and enable the company’s existing customers to upgrade to newer aircraft and in turn play an increasing role in those acquisitions, with experience.
• Share client feedback and collaborate with internal cross-functional teams in the development of appropriate products and services.
• Maintain a friendly, professional, customized relationship with the owner or owner representative.
• Dedicated to the implementation of the company’s core values, standards, policies and procedures, operating instructions, confidentiality standards, and code of ethics.
• Maintain owner and job-related confidential information. Position is required to give and/or receive factual information in person, over the telephone, or in writing regarding practices, procedures, problems, work in progress, etc.
• Perform owner/aircraft research as needed.
• Display high level attention to detail with owner and aircraft. Also, ensure that owner experience exemplifies personal touch at all times.

Education & Experience

• Bachelor’s degree, ideally in an aviation- or business development-related subject area.
• 5 to 7+ years of experience in major account management required, with business development responsibilities preferred.

Knowledge, Skills, and Abilities:

• An entrepreneurial mind-set and strong commercial spirit.
• Minimum 5 years of account management/business development experience in a B2C environment.
• Excellent leadership, presentation and communication skills, both verbal and written.
• Proven experience in sales, managing relationships with key clients as well as an in-depth understanding of market research methods and analysis.
• A highly driven, proactive and sales oriented with a strong business acumen.
• A strong command of the English language.
• Extraordinary customer experience & service focus.
• Proficiency in Microsoft Office 365 software required.
• Strong customer-focused orientation. Ability to self-manage and take initiative. High level administrative computer skills with Microsoft Office Suite and CRM systems.
• Strong interpersonal skills with the ability to build rapport quickly.
• Highly motivated, self-directed strategic thinker.
• Ability to resolve complex problems in a timely and effective manner. Multitasking and coordination skills - managing array of resources and hard deadlines.
• Good understanding of aviation industry.
• Strong knowledge of sales processes, procedures, and concepts.
• Ability to effectively and efficiently manage priorities.
• Solid influencing skills.