Customer Satisfaction Improvement Manager (d/f/m)

Job Description:

YOUR CHANCE

We are currently looking for a Customer Satisfaction Improvement Manager (d/f/m) to join our team “Customer Lifecycle” in Hamburg Fuhlsbüttel.

We are a team of 7 with diverse profiles, focused on improving customer experience and aligning our work with business priorities. Based in Hamburg, our team atmosphere is defined by great team spirit, fun and mutual support.  

YOUR BENEFITS

• Attractive salary and special payments

• 30 days paid vacation and extra days-off for special occasions

• Excellent upskilling opportunities and great international, group wide development prospects

• Compatibility of family & work (job sharing, part-time models, flexible working hours, individual timeout)

• Personal Development: Personalized development plans, large portfolio of learning solutions & lots of internal mobility opportunities

• Health & Wellbeing: Health insurance, well-being programs

• Working in a diverse environment, with more than 140 nationalities, where every voice is heard

HOW YOU WILL CONTRIBUTE TO THE TEAM

As our Customer Satisfaction Manager (d/f/m), you will be at the heart of our mission to deliver exceptional service. You will own the strategic vision of our Customer Satisfaction Improvement Program while also leading its day-to-day operations. Your work will directly impact our business by helping us deeply understand customer needs, identify key opportunities, and champion a customer-centric mindset across the entire company.

Here’s what you'll be doing in detail:

• Manage customer satisfaction surveys, serving as the key coordinator and ensuring seamless process and communication with international stakeholders and senior leadership.

• Support regional managers by analyzing survey results, identifying key trends, and recommending concrete areas for improvement.

• Collaborate with regional teams to develop and oversee action plans, fostering a continuous cycle of improvement.

• Act as Satair’s representative in Airbus customer satisfaction forums to ensure our initiatives align with corporate goals and create synergies.

• Spearhead strategic projects to boost customer satisfaction, using a foundation of data analysis and customer feedback.

• Keep us at the forefront of the industry by staying informed on best practices and integrating innovative approaches into our strategy.

• Drive internal engagement by organizing and leading awareness sessions and other communication efforts about customer satisfaction.

If you meet all the requirements, you can expect an annual gross salary between 86.000€ and 100.000€ .

YOUR BOARDING PASS

To truly excel in this role, you'll be a proactive and knowledgeable professional with both the day-to-day operations and the long-term strategy of delivering outstanding customer satisfaction.

Here's what we're looking for:

• Educational Background: You hold a Master's degree in Business Administration, Customer Experience, Project Management, or an equivalent qualification, backed by several years of relevant experience in customer experience management, customer service, or quality improvement.

• Proven Experience: You have a demonstrated track record of successfully leading customer satisfaction initiatives, driving real results while collaborating with various stakeholders.

• Technical Skills: You are familiar with customer satisfaction metrics, e.g., SI, NPS, and methodologies for gathering customer insights.

• You're an expert with GSuite and Microsoft Office Suite. Proficiency in project management tools, data analysis tools, and customer experience software like Salesforce or Qualtrics is a major plus.

• Customer-Centric Mindset: You possess a strong analytical and digital mindset, with the ability to interpret complex customer data and translate it into actionable insights.

• Collaborative Team Player and Project Leader: You are a natural team player who thrives