Client Experience Associate in Aviation

About Our Client
They are one of the fastest-growing private aviation companies in North America and expect
to double their fleet and customer base over the next year with continued growth beyond.
Their unique business model, featuring a fleet of new production HA-420 Honda Jet Elite
aircraft operating in the US and Canada, provides their Owner clients with a personalized
service experience and the best value in the private aviation industry. They are an aviation
company that seeks to innovate and deliver fast, smart, and private travel solutions.
Summary
We are seeking an experienced and versatile professional for the role of Client Experience
Associate. Externally, this role will serve as a partner and trusted aviation advisor to
Owners, gaining unique knowledge and rapport that allows us to personalize our
service and to anticipate, meet, and exceed clients' needs. This role also anticipates and
resolves issues proactively, ensuring that we provide Owners with timely, accurate, and
appropriate communication. Internally, the Assistant Director will work in concert with
the organization's flight support and operations teams to deliver a seamless Owner
experience. The successful candidate will be prepared to implement and/or improve
processes that result in flawlessly executed trips, impactful Owner experiences, and
long-term relationships. This individual will also be directly involved with shaping and
influencing the company's long-term Client Experience strategy, to include implementing
technology and tools that enhance Owner communications, engagement, and overall
satisfaction.
Responsibilities
The Client Exp Associate is responsible for asssisting the Client Experience team,
implementing well-defined processes that ensure the successful completion of each Owner
trip according to each client's personalized needs. Specifically, this role's primary areas of
accountability include:
- Trip Management: with a deep knowledge of company resources, support Owners
by planning and executing error-free itineraries. Research Owner requests and
identify appropriate options that meet their needs. This includes preparing itineraries
and documenting all new bookings, confirming both arrival and departure
reservations with the Owner, verifying catering requirements, ground transportation,
and ensuring all special requirements are correct.
- Owner Relationships: Gather and apply knowledge of Owner needs and goals
during the trip planning process. Anticipate and resolve issues that may impact the
Owner. Provide timely, accurate, and complete communication with a focus on
creating unique, memorable, and personal travel experiences.
- Internal Partnering: Working with colleagues within their specific areas of expertise
to create a seamless end-to-end travel experience for each Owner.
- Problem Solving: Understand and explain basic contractual limitations, aircraft and
airport limitations, Federal Aviation Regulations, and other potential impacts to the
Owner experience. Provide not only options, but guidance and
recommendations. Use knowledge, experience, and resources to ensure Owners'
travel goals are met.
Essential Job Requirements
- Ability to deliver exceptional customer service, personalized to high end clientele
- Strong verbal and written communication skills with the ability to communicate with
impact internally and with Owners and vendors
- Intellectually curious and driven to discover what is most important to Owners and
consistently deliver solutions that exceed expectations
- Detail oriented with the ability to inspire, train, and inspect high levels of attention to
detail
- Highly collaborative team player. Demonstrated success working with internal and
external stakeholders at all levels to creatively solve problems
- Confident, energetic, and effective with the ability to prioritize and manage multiple
tasks in a fast-paced and goal-oriented environment
Qualifications
- 5+ years of experience and with existing knowledge base and understanding of
relevant aviation regulations
- Bachelor's degree in Aviation or Business Administration is preferred
- Solid technical skills and adept at quickly learning new software systems. Proficiency
in Microsoft Office applications. Familiarity with aviation operations software systems
and Salesforce (or other CRM software)
The Opportunity
- Become a key contributor on a highly passionate, diverse, and excellent team
- Have a hand in developing and executing strategy and building a high-performing
Client Experience organization as our client scale up across North America
- Competitive compensation package will be base salary plus goal-based bonus
potential
- Flexible schedule and telecommute opportunity, supporting balance of work and life
- Excellent health insurance and benefits, retirement savings, unlimited paid time off,
a strong and supportive culture, professional development, and growth
Employment Type: Full-Time
Salary: $ 65,000.00 Per Year