Customer Experience Manager

Overview

 

Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.” 

 

We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.  

  

Job Summary

 

The Customer Experience Manager is responsible to drive customer satisfaction, service excellence, and revenue growth by ensuring outstanding delivery of ground handling services, strengthening airline relationships, and improving operational performance through customer insights.

He/ She is responsible for enhancing the passenger experience while maximizing ancillary revenue opportunities generated during the airport journey at check-in and boarding gates. The role ensures that customer satisfaction and compliance objectives are achieved in alignment with safety, security and on-time performance.

 

Your activities

Key Responsibilities:

Customer Experience

• Develop and implement initiatives to improve passenger satisfaction at check-in counters and boarding gates.
• Ensure passengers receive exceptional service.
• Ensure more focus on passengers requiring special assistance
• Promote courteous, respectful, and solution-oriented behaviour from frontline agents.
• Standardize customer interaction across all airlines served.
• Conduct regular customer experience audits and coaching sessions.
• Monitor adherence to Swissport grooming and uniform standards.
• Monitor customer feedback (NPS, complaints, compliments) and implement corrective actions.
• Ensure regular reporting is performed on customer satisfaction: Weekly and monthly basis

Revenue Generation (Check-in & Boarding)

• Lead and optimize all ancillary revenue opportunities generated by ground staff, including:
• Check-in
• Excess baggage sales
• Cabin baggage upgrades
• Priority Boarding
• Fast Track
• Lounge access
• Boarding Gate
• Cabin baggage compliance charges
• Oversized baggage collection
• Airline ancillary products offered at the gate
• Process Discipline & Reporting:
• Analyse deviations reported from Cx teams and coordinate corrective & preventive actions with station management
• Responsibilities include:
• Monitor revenue targets and airline.
• Monitor conversion rates by agent.
• Identify missed sales opportunities.
• Coach frontline teams on commercial selling techniques.
• Ensure compliance with airline ancillary sales procedures.
• Work with airline customers to introduce new revenue streams.

Compliance:

• Monitor adherence to customer service, ancillary sales, check-in, and boarding processes through regular audits and observations.
• Ensure all ancillary revenue activities are conducted in accordance with airline commercial policies and contractual agreements.
• Identify process deviations and implement corrective and preventive actions in collaboration with operational teams.
• Promote a culture of operational discipline, compliance, and continuous improvement while safeguarding safety, security, and service quality.
• Maintain confidentiality and data protection standards.

Performance Management

• Customer Experience:
• Customer Satisfaction CSAT/ NPS
• Queue Time
• Check-in Waiting Time
• Boarding Efficiency
• Boarding Compliance
• OTP impact
• Customer Complaints/ compliments
• Revenue:
• Ancillary Revenue per Passenger
• Revenue per Flight
• Revenue Leakage
• Revenue per turnaround

 

QHSE:

•  
• Ensures the operation is carried out safely in line with Swissport SOPs.
• Ensure Security standards & regulatory requirements are met throughout all passenger services process: Clean desk policy, security questions, documentation control, …
• Ensure that safe and environmental working practices are implemented and complied with and Swissport and customer standards and procedures are followed. This includes the correct use of safety devices, plant and equipment and the observation of safety rules by all employees,
• Reporting of incidents using Swissport platform
• Ensuring alignment with ISO standards as described in SWP manuals and processes

Key Interfaces

• Internal:
• Station Manager
• Finance
• QHSE
• HR
• External:
• Airline Station Managers
• Airport Authority

Your profile

 

Education:

Bachelor’s degree (Bac+3)

Experience:

Minimum 5 years in FOH services with supervision role experience

Experience in customer service is desirable

Knowledge of airline contracts and SLAs.

Skills & Competencies:

Strong analytical skills.

Excellent communication and negotiation skills.

Language Requirements:

Proficiency in French and English is required.

 

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

 

Visit our website at https://careers.swissport.com to learn more about Life at Swissport.

 

Join Swissport today and be part of a team that connects the world of aviation!