Client Experience Manager

Location: Quincy,Massachusetts,United States

Founded in 2008 and now one of the largest private aviation providers, Quincy, MA-based Magellan Jets is a premier provider of private aviation solutions, offering a comprehensive range of Jet Card ownership, On-Demand Charter, and Aircraft Sales and Management. With a focus on personalized service, Magellan Jets is dedicated to delivering customized and unparalleled flying experiences to its Private Clients worldwide. Magellan Jets and its FAA-certificated Flight Operations team lead one of the industry’s most comprehensive safety management systems and protocols providing peace of mind to the most discerning travelers. 

POSITION SUMMARY: 

Reporting to the Vice President of Flight Operations and Service and working alongside the Flight Support Team, the Client Experience Manager ensures strong customer-relationships are established and maintained. From initial Guest on-boardings and regular account check-ins, to ensuring the on-board experience is amazing and memorable; Guest Experience is another vital part of creating amazing. Imperfect experiences are also handled by Guest Experience by utilizing our Case Management system. When trips arrive to or depart from the Magellan Jets’ Private Terminal in Bedford, MA, the Guest Experience Manager(s) reports to that facility to prepare the aircraft and greet our Guests in person. 

ESSENTIAL FUNCTIONS: 

From initial guest on-boardings and regular account check-ins, to ensuring the on-board experience is amazing. Imperfect experiences are also handled by Guest Experience by utilizing our Case Management system. When trips arrive to or depart from the Magellan Jets’ Private Terminal in Bedford, MA the Guest Experience Manager reports to that facility to prepare the aircraft and greet guests in person. This includes: 

• Guest on-boarding (In person, video & phone Calls)
• Coordinate gift box sending at on-boarding and each renewal
• Maintain and improve the Profile-building process
• Contribute to Guest renewals and reorders through a Renewal Package process built by the position
• Initiate phone communication promptly upon receiving negative survey feedback or case reports, and collaborate with the Director of Quality & Standards, Director of Flight Support, Director of Sourcing, and relevant department managers to investigate and resolve the issues.
• Have routine Case Management Meeting(s)
• Maintain Account Health and Trip Perfection statistics
• Draft plans for technological enhancements Identify and communicate (to the Private Aviation Consultant) opportunities for current charter Guests to become Members or Jet Card Owners
• Make recommendations to Jet Card Owners and Members to utilize aircraft available to them that would enhance their experience and better match the mission
• Provide future program recommendations internally based on Guest feedback
• Establish, measure, and track Account milestones (Hours flown, legs flown, etc.)
• Schedule quarterly/semi-annual Account reviews with Guest & Private Aviation Consultant
• Meet and greet customers departing from and arriving to Bedford
• Implement processes and procedures at the Bedford Private Terminal, including: How to create consistent on-board experiences for all flights departing from Bedford
• Dress code for meet and greets
• Magellan branded swag inventory
• Assist in Flight Support tasks as required
• Guest Experience (GEX) Managers will all be cross trained on Flight Support roles 

COMPETENCIES: 

Knowledge:   

• 1-3 years of proven track record of excellent customer service experience required
• At least 1 year in a flight support or comparable position
• Experience working in a hotel or for a luxury brand preferred
• Bachelor's degree in aviation or service-related fields preferred
• 5-Diamond Customer Service Experience or Pilot/Dispatch License
• Knowledge of processes and procedures at the Bedford Private Terminal, including how to create consistent on-board experiences for all flights 

Skills:   

• Meticulous attention to detail to ensure every aspect of the trip is perfectly coordinated 
• Excellent communication skills 
• A passion for teamwork and collaboration to deliver exceptional service as part of a dedicated team
• Exceptional multi-tasking skills to handle tasks simultaneously, always ensuring smooth operations 

Abilities:   

• Ability to multi-task a wide range of responsibilities