Customer Experience Manager

Job Description:

We are currently looking for a Customer Experience Manager to join our Customer Lifecycle team in Copenhagen.

We are a team with diverse backgrounds, focused on improving the customer experience and aligning our work with business priorities. The Customer Experience Manager plays a central role in managing the operational execution of the Customer Satisfaction Improvement Programme (CSIP) and driving strategic customer experience initiatives to elevate the end-to-end customer journey, identify improvement opportunities, and embed a customer-centric mindset throughout the business.

How You Will Contribute to the Team

Customer Satisfaction Improvement Program Management

• Act as the Satair focal point for customer experience and CSIP activities.

• Coordinate survey processes, ensuring all activities are completed on time and to a high standard of quality.

• Liaise with Airbus Customer Services and Satair Customer Care, Sales & Support teams (hereafter referred to as Commercial & Support teams) as required to ensure survey contact lists are updated to reflect the right participation.

• Maintain and update survey content in collaboration with stakeholders, ensuring relevance and clarity of questions.

• Support Commercial & Support teams during the survey period with data response details and gaps to assist in securing a high customer survey response rate.

• Distribute all CSIP survey results widely to all stakeholders to support successful improvement action workshops.

• Analyze survey results to identify key trends, and recommend appropriate improvement areas and actions.

• Collaborate with Commercial & Support teams to create and monitor regional action plans based on customer feedback.

• Coordinate the Satair Customer satisfaction improvement plan validation cycle with senior management. Prepare communication packages for the global Airbus Customer Services Satisfaction Report.

• Ensure regular communication of CSIP survey results and improvement plans to internal stakeholders, including senior management. Provide guidance and advisory support to internal teams on interpreting and utilizing customer satisfaction data.

• Ensure follow-up of improvement actions by liaising closely with all action holders and providing supporting information and data where required.

• Represent Satair in Airbus Customer Services CSIP-related forums and ensure consistent alignment with broader corporate initiatives.

• Contribute to continuous improvement of Airbus Customer Services CSIP processes and identify synergies.

Customer Journey & Insights Management ( Supporting Airbus Customer Service experience objectives )

• Support the development of customer experience improvement initiatives, grounded in data analysis and customer feedback.

• Develop and maintain the Satair Customer Journey Map, defining the end-to-end experience and identifying critical touchpoints.

• Establish robust feedback loops with internal operational teams, providing them with direct customer insights.

• Serve as a key member of Customer Experience governance meetings, utilizing data-backed recommendations to help prioritize actions and track the progress of cross-departmental initiatives.

• Stay informed on industry trends and best practices, integrating innovative approaches into Satair's customer experience strategy.

Communication, Awareness & Stakeholder Engagement

• Partner with the Corporate Communications team to develop and distribute formal communication packages regarding customer satisfaction initiatives, targeting both internal leadership and external customers.

• Organize and lead internal awareness sessions and other types of communication on customer experience and its management within Satair.

• Manage external-facing customer satisfaction messaging, ensuring that updates regarding improvements and actions taken (such as the CSIP newsletters) present a unified, customer-centric voice.

This role involves approximately 10-20 days of business travel per year, mainly within Europe. However, transnational trips might also occur, and as such, you must be able to travel accordingly.

About You

We are looking for a team player equipped with a degree in Business Administration/Management, Customer Experience, Project Management (or a similar field), paired with professional experience - ideally in customer experience management, customer service, or program/project management (or a comparable role). You should bring the following experience, skills, and mindset:

• Experience :

  • 5+ years of experience in customer experience, customer service, or customer insights/Voice of the Customer (VoC) roles.

  • Proven track record of leading customer experience improvement initiatives (e.g., launching Voice of the Customer programs, managing NPS/CSAT survey cycles, or designing closed-loop feedback processes).

• Knowledge : Familiarity with customer experience metrics (e.g., SI, NPS) and methodologies for gathering customer insights.

• Technical skills :

  • Proficiency in Google Workspace (GSuite).

  • Proficiency in customer experience tools and software (e.g., Salesforce, Qualtrics) is desired but not mandatory.

  • Experience with project management and data analysis tools is desired but not mandatory.

• Skills & Mindset:

  • High customer orientation and responsiveness.

  • Strong analytical skills and the ability to interpret customer data.

  • Excellent communication, interpersonal, and problem-solving skills, with the capacity to challenge and influence others.

  • Ability to lead cross-functional teams and manage multiple projects simultaneously.

  • Happy to work in a diverse team environment.

  • A digital mindset and creativity.

• Language : English language skills at negotiation level

What do we offer at SATAIR?

At SATAIR, you will find much more than a job - we offer you the possibility of growing both your personal and professional capacities in a fun, supportive and informal working environment, where you will be encouraged to engage, share knowledge and ideas.

SATAIR is committed to achieving workforce diversity and creating an inclusive working environment. We love to bring in people with different backgrounds and experiences as we believe it enhances our performance immensely!

Here is a selection of some of the benefits we offer our employees in Copenhagen:

• Competitive remuneration, including short term incentive bonus on all levels

• Work/life balance: hybrid working, flex time, maternity/paternity/parental leave, 29 days of holiday + senior and flex days

• Personal development: personalized development plans, large portfolio of learning solutions and many internal mobility opportunities, both locally and globally

• Health and well-being: Health insurance, in-house canteen with many healthy options
  

Come on board and join us at Satair, an Airbus Services Company

Please send us your application as soon as possible to get the opportunity to become part of an exceptional global team!

We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

When applying for the position, you accept our data privacy statement: http://www.SATAIR.com/privacy

About SATAIR

Satair is an Airbus Services company offering first-class material management solutions in the aviation aftermarket industry. We take pride in delivering an excellent customer experience around the clock, driving innovation, and contributing to aviation’s digital and sustainable transformation.

With our global functional organisation spanning 11 sites and locations worldwide, and a team of over 1,900 people supporting a $3.3 billion turnover, you will be part of a truly global company that continues to grow year after year.

Welcome to the Satair family!

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com .

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.