New Posting - Betts Recruitment

Job Posting Date: 19 November 2013

Our Client, a scheduled carrier with routes between West Africa, South Africa, the UK and North America are enhancing their team with skills from across the globe. Their Airline applies the highest of International standards and is developing an effective, winning company. Already one of West Africa’s leading Airlines operating Domestic, Regional and International flights from their two bases, they operate a Fleet of Boeing, Airbus, Challenger and Hawker aircraft, with plans to add more in the near future.

The Airline plans to hire a Manager Operations – Customer Loyalty & Customer Relationship Management (CRM) who will be reporting to the Senior Manager Loyalty & CRM. 
The Company’s new Manager will be responsible for and oversee the day to day functions of the programme operation and the outsourced entity that conducts business for the programme. They will be directly responsible for the maintaining the cost base while increasing efficiency of all operating units within the programme.

Principal Accountabilities and Responsibilities
Oversee direct day-to-day operations and service deliver of the operational support unit to ensure total customer satisfaction
The development and implementation of systems, KPI’s, service level agreements and process quality improvements with the Snr Manager
Manage the operation which includes data entry, enrollment, rewards and information disermination
Ensure operations respond to all internal and external stake holders and customers, to delivery efficienct and world class service delivery standards as per the defined service level agreements
Ensure all membership records, registrations and product orders processed by staff are fulfilled within required times
Monitor the performance and productivity of the internal and external stake holders and provide ongoing feedback and training to insure quality service
Provide statistical reports on recruitment and retention and weekly trend reports
Document all procedures performed by the department
Ensuring safety and security of staff, property, vehicles and customer information
The overall administrative management of the operation such as decipline, recruiting, training, coaching, retention and any other area highlighted by the Manager to ensure total customer satisfaction
Participates in interdepartmental meetings and projects and is responsible for reporting department activity levels
Influence financial results of unit by minimizing costs and increasing efficiency as per set SLA’s
Staff and office to always look professional
Implement staff training programs in conjunction with relevant department heads
Ensure open and honest communications as well as team work with staff, including monthly meetings
Lead according to our Vision, Mission, and Values
Participate in development of annual budget in conjunction with Manager
Provide support to any department as required
Manage and support any special projects which include member card production, membership recruitment and renewal programs

Who Will Our Client Hire?
Our Clients’ preferred Candidate will bring:
4 to 5 years of experience in similar job role while a university Degree would be of advantage
Knowledge of principles, practices and techniques of operations
Be creative, detail orientated and self-motivated
Must be fully computer system literate, preferably with prior experience of knowledge of the implementation of customer loyalty programmes
Knowledge of systems used in the Reservation Department would be an advantage
Good project management skills

To Apply
Please send a copy of your CV and an appropriate photograph, if you are happy to include one, to Candidates@BettsRecruitment.com
Regrettably, we won’t be able to recommend Candidates who either do not offer the experience, overall profile or who aren’t qualified for other reasons, to our Client.

Selection/Interview Process
The Betts Team will review, shortlist and recommend Candidates to our Client – based on your CV.

From these recommendations, the Airline will then invite their own shortlisted selection of Candidates to first take part in an initial Telephone Interview and, if successful, you’ll then be invited to spend 1-2 nights at their Home Base, at the Airline’s cost, to meet the Team and view your potential new working environment.

We look forward to hearing from you and will make sure you receive feedback about your application as soon as possible.

Thank You
The Betts Team
November 2013

Candidates@BettsRecruitment.com

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