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.