Customer Relations Manager
About Brussels Airlines
Brussels Airlines is the national airline of Belgium with its home base at Brussels Airport. Our mission is to be the most reliable airline, making everyone feel at home. We are passionate about what we do, whether it’s on board, in an office, in the hangar or at an airport. Our people are recognized for always going above and beyond and for constantly challenging themselves.
Mission
Create, improve and follow-up on information flows, communication processes, procedures and tools in order to support own and outsourced agents in providing customer oriented answers in line with our commercial principles, legal obligations and corporate identity (values/brand positioning). Proactively look for ways to further increase customer satisfaction and loyalty by, among others, fostering efficiency through lean processes and digitization. Regular reporting and follow up on the Customer Relations KPIs/OKRs. Provide legal support to an experienced and motivated team while enabling a close cooperation with the legal department of SN. Establish clear guidelines to allow the efficient resolution of legal claims that do not require the intervention of legal advisors.
Key Result Areas
- Customer Relations processes
Monitor and challenge processes in order to proactively propose process improvements to optimize the efficiency and the quality in Brussels and by the outsourced partners in general - more specifically at the level of the work distribution, volumes, service- and quality levels. Provide feedback and, if necessary, propose corrective actions to the Head of Customer Experience & Customer Services & Ancillary Services.
- Transversal cooperation & processes
Coordinate and improve the working flow between the different sub-departments and increase cross departmental cooperation, while taking measures to improve the efficiency within the department. Notably but not exclusively: Refunds, Service Centre, Ancillaries, Network/planning, OCC, Legal, Baggage Claim, …
- Legal
Manage & organize the feeding process of the legal case platform with necessary elements/evidences for lawyers. Identify and file GDPR / data privacy related cases for further treatment with the DPC.
- Reporting & Steering
Generate reports and follow up on SLA’s, NPS, processing,… Follow up on and steer business activities internally and with the suppliers, undertake appropriate corrective actions
- Supporting tools
Liaise and follow-up with IT and the providers on new releases, issues (bugs, blocked cases, …) and requests (log-ins, new features, …) mainly related to Targenio, OSS, but not exclusively. Create/maintain related training material. Follow-up with IT on all issues related to software and hardware. Supports the deployment of new solutions as business expert.
- Administration
Follow up of the budget. Control and follow up of the supplier invoices.
- Team management
Build upon existing competences, coach and train the team in view of increasing the decisional autonomy. Provide support to the team in their daily tasks. Plan and organizes the team activities. Perform team appraisals. Support the team with legal advices is required.
Profile
- Master degree in law or economics or equivalent by experience
- Minimum 3 years’ experience with process follow-up and process organization in a customer experience environment.
- Minimum 3 years’ experience in leading a team.
- Ideally, good knowledge of company product.
- Good knowledge of existing procedures and processes with the Customer Service Department is an asset.
- Excellent knowledge of existing laws & regulations (EU261/2004, Montreal Convention,…).
- Strong people management and coaching skills
- Customer minded, even when handling difficult cases.
- Very good communication skills.
- Speaks fluently English and Dutch or French.
- Written skills in minimum 2 of the following languages: English , Dutch or French.
- Ability to write clear instructions in a concise and easily understandable way.
- Excellent organization and coordination skills.
- Ability to analyse a process.
- Able to work independently, stress resistant and flexible.
- Foster transversal cooperation
What we offer
- A permanent contract
- A flexible reward plan that allows you to optimize part of your salary
- A flexible work environment focused on activity-based working and home office possibility
- Travel benefits
- Company car or bike allowance and/or public transport subscription
- Representation & homeworking allowance
- Profit sharing
- Group insurance
- Company medical plan (optional)
- Meal & eco vouchers
- A spot in a very enthusiastic team & a great company to work for.
