Customer Experience Team Manager
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Job Summary
Wizz Air is a leading European low-cost airline. Our mission is to provide affordable and reliable air travel to everyone everywhere while minimizing our environmental impact. We are proud to foster a diverse and inclusive team of over 8000 employees from more than 110 nationalities who share our values of inclusivity positivity dedication integrity and sustainability.
As a rapidly expanding airline we offer exciting career opportunities across a range of functions from flight operations to engineering customer experience finance and more. We provide extensive training and development opportunities to help our employees grow and succeed in their roles. Joining Wizz Air means joining a team that is passionate about aviation dedicated to excellence and committed to making air travel accessible and sustainable for all. If you are looking for a challenging and rewarding career in the aviation industry we welcome you to explore our job opportunities and become a part of our success story.
Customer Experience Team Manager
Based inBudapest
The Customer Experience Team Manager is responsible for enhancing customer satisfaction by overseeing and optimizing all aspects of the customer experience. This includes developing and implementing strategies to improve satisfaction across all touchpoints both physical and digital. The manager drives the planning and execution of the development roadmap to ensure a consistently high level of customer experience.
- Customer Satisfaction Enhancement: Develop and implement strategies to improve customer satisfaction across all touchpoints including both physical and digital journey stages.
- Experience Optimization: Oversee and optimize all aspects of the customer experience to ensure consistency and excellence.
- Development Roadmap Execution: Drive the planning and execution of the development roadmap to maintain a high level of customer experience.
- Performance Monitoring: Set and manage KPIs to track and improve customer service performance.
- Feedback Utilization: Gather and analyse customer feedback to identify areas for improvement and implement necessary changes.
- Team Leadership: Lead and mentor a team dedicated to delivering exceptional customer service.
- Digital Transformation: Drive the digitalization of customer service processes to enhance efficiency and customer engagement.
- Stakeholder Collaboration: Collaborate with internal and external stakeholders to align customer experience initiatives with business objectives.
- Continuous Improvement: Monitor industry best practices and benchmark performance to ensure continuous service level improvement.
- Member of Crisis Management Center (CMC)
4-6 years overall working experience with3 years of professional experience in a customer experience or similar management role withpeoplemanagement responsibilities.
Proventrack recordof successfully leading complex cross-functional projects.
Strong analytical mindset ability to understand financial and performance data and utilize MS Office proficiently to distill insights.
Bachelors or Masters degree preferably in a Commercial Aviation or Marketing field.
Fluent English (both written and spoken)
- Excellent people and management skills to interact with partners colleagues and cross-functional teams.
- Strong analytical skills.
- Ambitious with a determination to see plans through.
- Ability to manage and prioritize tasks effectively under pressure.
When applying please only provide valid information regarding your educational background and certificates as the original documents will be requested during the hiring process.
We look forward to meeting you and learning more about your skills and experience. Join the Wizz Air team and discover the world of opportunities.
Required Experience:
Manager
About Company
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