Senior Officer

Main Objectives:

To foster loyalty, satisfaction, and advocacy by consistently delivering positive interactions and exceeding customer expectations throughout their journey with BAS as a brand and/or the services provided by BAS.

Main Duties:

• Assist the line manager in developing and implementing comprehensive customer experience strategies to enhance satisfaction and loyalty.
• Conduct customer satisfaction surveys; plan, organize, and oversee them to ensure comprehensive analysis.
• Implement a comprehensive reporting mechanism on customer experience metrics, account performance, and strategic initiatives for senior management to support data-driven decision-making and continuous improvement.
• Assist the line manager in establishing processes for gathering customer insights and supporting the overall enhancement of service offerings.
• Contribute to establishing and monitoring KPIs related to customer experience initiatives to ensure alignment with organizational goals and track progress toward enhancing customer satisfaction and loyalty.
• Regularly review key client accounts to ensure their needs are met and identify opportunities for service enhancements.
• Collaborate with the line manager to develop sales plans and value propositions that support the organization's expansion targets.
• Supports contract negotiations, agreements, and offers with customers effectively in line with the organization's financial targets to ensure mutually beneficial agreements while maintaining financial sustainability and profitability.
• Comply with the Company's and airport authorities' health, safety & security requirements.
• Carries out other similar or related duties as directed by the management.

Minimum Requirements

Education:

• Bachelor's degree in business administration, Marketing, or a related field.

Experience:

• Minimum of 4 years' experience in operation with an airline, airport operation, or customer relations experience.

Other Essential Requirements:

• Commercial experience in the aviation, logistics, or hospitality industry, preferably in a Business-to-Business environment.
• Ability to network effectively at all levels and influence without direct management oversight.
• Demonstrated strength in problem solving and analytics and capable of driving insight to action.
• Ability to articulate with strong presentation skills and to contribute to executive-level discourse; excellent written communication abilities.
• Proven experience in client-facing roles, with the ability to build and maintain strong relationships with key clients.
• Able to operate within a team environment.
• A high level of competence with Microsoft Office applications (in particular, advanced Microsoft Excel and PowerPoint skills) and CRM tools such as is essential.
• Strong customer focus.