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About the Role
This role supports the Customer team in delivering customer initiatives and plans to enhance the customer strategy, aligning with IAG Cargo’s global vision. The position acts as a key liaison across all IAG Cargo functions to embed a new service culture, ensuring the customer agenda drives mutual benefit. The role holder will collaborate across business functions to maintain an integrated customer strategy roadmap and implement activities that highlight customer value and improve customer experience. They will also support colleagues in understanding customer needs and articulating a narrative for continuous change and innovation.
Responsibilities
- Set customer standards across the business, including Customer Support teams.
- Monitor, review, and take follow-up actions to ensure customer performance standards are met.
- Support the development of IAG Cargo’s customer strategy across the end-to-end journey, covering process, technology, innovation, people, and continuous improvement.
- Support the delivery of tactical and strategic projects to ensure customers receive the best end-to-end experience while delivering commercial benefits.
- Manage and oversee customer-centric initiatives to drive the customer agenda, improve experience, and enhance key business metrics.
- Partner with Senior Management/Cargo Executive Team to influence change in IAG Cargo’s service culture.
- Engage with all business functions to advocate for customer-centric solutions and elevate customer communication.
- Organize immersive sessions for the wider IAG Cargo team.
- Collaborate with Commercial functions to align product development, marketing, and sales initiatives with customer expectations and forward planning.
- Use Customer Research & Insights to identify company-wide improvements and present findings to the Board/Senior Stakeholders.
Requirements
- Confidence to influence across the organization, particularly commercial and operations teams globally.
- Strong project management capability with a commitment to project delivery.
- Excellent organizational and time management skills, with the ability to prioritize to ensure targets are met.
- Advanced proficiency in all Microsoft packages, predominantly PowerPoint and Excel.
- High attention to detail ensuring accuracy, thoroughness, and logical thinking.
- Ability to articulate complex concepts into understandable narratives for non-technical audiences.
- Strong presentation and stakeholder management skills.
- Ability to constructively challenge the status quo.
- An authentic team player capable of operating in a fast-paced environment, driving change, and adapting to evolving situations.
- Experience delivering transformation and change in an operational environment.
- Experience delivering a strategy from inception to delivery with tangible business improvements.
- Ability to interpret data from various sources to make sound judgments and recommendations.
- Background in the air transport industry (passenger or cargo) is desirable.
- Experience using research and data to drive improvements within a company is desirable.
Skills
- Influence
- Project Management
- Organizational Skills
- Time Management
- Microsoft PowerPoint
- Microsoft Excel
- Attention to Detail
- Communication
- Presentation Skills
- Stakeholder Management
- Challenging the Status Quo
- Teamwork
- Adaptability
- Change Management
Location
- Global
Work Type
- Hybrid
Experience Level
- Experience delivering transformation and change in an operational environment
- Delivery of a strategy from inception to delivery with tangible improvements to the business
Salary/Compensations
- Competitive salary
Benefits
- Generous bonus
- Pension
- Life Assurance
- Personal Accident Insurance
- Incredible staff discounts at hotels
- Staff discounts at car hire
- Legendary staff travel flights
- Free fruit
- Subsidised on-site canteen
- Onsite staff parking
- Electric charging points
- Free airport parking when off globe-trotting
- Up to 75% discount on the Heathrow Express
- Access to a market-leading learning platform
- Access to language courses
- Free onsite gym facility
- Access to the UNMIND app
- Access to a community of Mental Health First Aiders
- Access to discounts on Apple
- Access to discounts on Cinema tickets
- Access to discounts through Perks at Work
- Flexible bank holiday policy
About the Company
- IAG Cargo is one of the world’s largest airfreight logistics organisations.
- We move cargo that positively impacts society worldwide.
- We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling).
- Powered by five airlines, our reach is truly global.
- We believe in keeping the world’s economies turning.
- We operate with determined attitudes, curious minds, collaborative actions and heartfelt pride.
- We are a globally recognised logistics business, Trusted to Deliver.
Equal Opportunity
- Our recruitment procedures positively support our equity, diversity, and inclusion agenda.
- All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.
- Please advise us if you require any reasonable adjustments to take part in the recruitment process so we’re able to remove any barriers that may present themselves.