Million Air
  • Houston
  • Houston, TX, USA
  • 80000-90000
  • Salary
  • Full Time

Million Air's Networkwide Customer Retention and Relationship Management

Our motto, "We are Ladies and Gentlemen, serving Ladies and Gentlemen", is evident in every interaction with our customers, co-workers, and teammates. We strive to find the best and brightest talent for each position within our organization, enabling the unique qualities of each individual to shine and complement the entire team.

  • Is the customer #1 with you?
  • Do you have an outstanding smile?
  • Are you a positive, upbeat person?
  • Do you provide personalized service that creates customer loyalty?
  • Can you sense what another person wants and needs before they ask?
  • Do you always live up to your commitments?
  • Do you like a fast-paced work environment?
  • Are you excited to provide a level of customer service unrivaled by the competition?

Role Vision

The Director of Network Strategy's (DNS) main goal is to collaborate with each FBO and the sales team on revenue growth strategy and network development while focusing on relationship management and the customer experience. They manage the relationship with customers that use multiple FBOs and ensure the locations are meeting their expectations. The DNS fosters a teamwork-oriented network of FBOs, eager to work with the locations on key account management and manage service slip-ups. The DNS trains locations on the soft skills of creating a Wow Customer Experience and partners with them in identifying and going after new customer opportunities.

Essential Functions

· Manage the relationship for high-profile accounts, such as NetJets, Wheels Up, Fly Exclusive, and Flexjet

1. Respond to issues/pilot feedback and work with the FBOs to resolve the issues and improve their processes as needed

2. Establish and maintain an excellent professional relationship by organizing calls and visits with key customer accounts to keep the relationship strong

3. Ensure compliance with the customer standards and educate FBO staff as needed

4. Work with the sales team to maintain big contracts and work through training set up of new locations

· Help General Managers with revenue growth opportunities and special projects

· Work with FBOs to collect and organize network pricing

· Manage base tenant loyalty programs

· Champion of the different POS systems and software

· Manage customer profiles and tail numbers in internal software

· Coordinate and deliver training on networking, pricing, data analysis, upselling, FBO sales, internal software

· Develop content for internal learning management system courses

· Support and contribute to Million Air headquarters' internal communications tools and training events

· Lead training workshops for the internal sales platform and ensure all customer information is kept up to date

· Hold regular calls with Million Air owners and general managers to develop a relationship, get to know their region, and identify and target customers for their location

· Collaborate with locations on their marketing, events, and sales needs

· Remain connected to management at all locations to ensure all are engaged on a regular basis

· Be a brand Ambassador of the entire Million Air network by attending tradeshows, networking industry meetings, golf tournaments, sponsored events, etc.

· Manage and document direct customer interaction for Million Air FBO service-related issues whether received directly, through various media channels, or through customer comment cards

· Review all web reservations and use the information to communicate with the flight department post departure assessing satisfaction with their experience

· Call locations to ensure they are ready for VIP arrivals and help create WOW moments

Experience/ Qualifications

• High level of sales experience in aviation, minimum 3 years in the industry

• Ability to identify, lead, and manage sales plans

• Ability to travel a minimum of 1 week per month

• Excellent computer skills and ability to learn new programs

• Comfortability leading in-person and virtual training sessions

• Strong writing, phone, and presentation skills

• Service-based attitude

• Bachelor's degree preferred. In lieu of a degree, 6 or more years of relevant experience may suffice.

Million Air
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