Role Overview

The Client Experience Manager serves as a strategic and neutral function designed to enhance client satisfaction and retention across the UAS value chain. The role monitors service quality, investigates client feedback, coordinates resolution efforts, and supports long-term improvements through cross-functional collaboration and communication. The role ensures that systemic issues are identified, addressed, and prevented through collaborative intervention, not enforcement. In addition, this role supports seamless onboarding and retention processes.

Key Responsibilities:

• Act as the primary point of coordination for investigating and responding to client issues and dissatisfaction flagged during onboarding or through operational interactions
• Monitor the client journey across UAS functions, identifying friction points that could impact retention
• Coordinate investigations by collecting information from all relevant departments; ensure transparency and neutrality in fact-finding
• Facilitate and track resolution proposals from involved teams; where necessary, suggest alternative approaches while respecting departmental ownership – Bi-weekly update report to Executive Management
• Conduct structured follow-ups to assess whether issues were fully resolved and identify recurrence risks
• Deliver feedback and insights to internal stakeholders to support ongoing improvements in service delivery – diplomatically champion operational excellence across departments
• Lead or coordinate internal briefings or micro-training sessions to address repeat service gaps and reinforce preventive measures
• Establish feedback reporting systems and produce regular insights on complaint trends, root causes, and mitigation strategies

Required Qualifications

• Bachelor’s degree in business administration, Aviation Management, or a related field
• 5-7 years of experience in a client-facing, service improvement, or quality assurance role, preferably in aviation, travel, or high-touch service industries
• Familiarity with client onboarding, cross-functional workflows, and B2B service expectations
• Demonstrated ability to manage sensitive situations diplomatically and maintain neutrality
• Experience with CRM and service ticketing tools (e.g., Zoho, Salesforce, HubSpot)
• Analytical mindset with strong data interpretation and reporting abilities
•Strong interpersonal, facilitation, and communication skills

Key Competencies

• Client-Centric Problem Solving
• Feedback Investigation & Coordination
• Cross-Functional Collaboration
• Conflict Resolution and Diplomacy
• Communication and Influence
• Training Facilitation and Knowledge Transfer
• Continuous Improvement Mindset
• Journey Mapping and Service Design