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Senior Specialist Customer Experience.Client Services Management Job Vacancies at Airports Company South Africa in Bedfordview 2018

Airports Company South Africa hiring for Senior Specialist Customer Experience.Client Services Management placed in Bedfordview. This job vacancies is open from 11 Juni 2018 to the end of this month. Here is more information about the requirements, qualifications and job descriptions associated with Senior Specialist Customer Experience.Client Services Management job opening 2017.

Airports Company South Africa Recruitment 2017

Senior Specialist Customer Experience.Client Services Management - Bedfordview

Senior Specialist Customer Experience

An exciting vacancy exists at Corporate Office for a suitably qualified, experienced professional within the Airport Management Division – Client & Passenger Services Department.

Key Performance Outputs

The successful candidate, reporting to the Group Manager: Client and Passenger Services will be responsible for the following:

  • Gathering and tracking of benchmarks on competitor practices, customer behaviors and trends;
  • Managing customer research, analysis and development of customer intelligence to inform business;
  • Ensuring efficient query management of all passenger services platforms;
  • Drive implementation of the passenger services social media policy and ensuring management of the social media platforms in relation to operational events;
  • Define customer research parameters as per differentiated groups (business travelers, leisure, assisted & special need customers).
  • Manage and monitor Passenger Services platforms such as ASQ, QMS & Skytrax programs;
  • Drive implementation of the Passenger Services policy across the business;
  • Development of training programs to enhance service culture across the business;
  • Build and maintain internal and external stakeholder relationships;
  • Ensure adherence to statutory regulations, organizational standards, policies and procedures;
  • Financial management (OPEX and CAPEX budget);
  • Implement people development strategies and plans to manage performance.

Technical Skills and Experience

The following skills and experience or the equivalent of such, will be required:
  • Bachelor’s degree in Commerce or Business Administration;
  • 6-8 years relevant operational business experience;
  • 5 years’ experience in Airport Operations;
  • Proficiency and knowledge of Microsoft Office Packages;
  • Report writing and presentation skills;
  • Knowledge of Service Level Agreements.


The successful incumbent must exude confidence and be able to efficiently resolve complex challenges. It is critical that the successful candidate be diplomatic and possess the ability to build social networks both inside and outside the organisation. The ability to communicate well (both verbally and written) and negotiate win-win outcomes will be required. Furthermore, it will be essential that the candidate set definite milestones and actions for achieving goals, monitors works, and has a high level of productivity and uses time well to get work done.

Positions will be filled in line with ACSA’s values and Employment Equity policy and plan. Preference will be given to members of designated groups that are under-represented and will also be advertised externally.

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