Customer Service Manager

As Customer Services Manager based in Munich, you will report to the Country Commercial Manager based in Berlin and support our 3 main clients: United Airlines, EgyptAir, and Saudi Airlines.

Your main missions are:

1. Client Relationship Management: Build and maintain long-term relationships with airline clients, ensuring their needs are met and expectations exceeded.
2. Business Proposal Development: Prepare and manage responses to tenders, including technical, financial, and legal aspects, in collaboration with the Inflight Commercial Manager and relevant teams.
3. Service Agreement Management: Oversee the negotiation and finalization of service level agreements (SLAs) with clients and ensure they are adhered to.
4. Contract Compliance: Ensure that all services provided align with the commercial agreements signed, including product quality and timely delivery.
5. Internal Coordination: Act as a liaison between clients and internal operational teams to ensure smooth service delivery, providing necessary documentation and instructions.
6. Client Communication: Maintain open lines of communication with clients, promptly addressing any issues or concerns and providing solutions.
7. KPI Management: Monitor and report on financial KPIs and ensure alignment with contract requirements.

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