CRM Manager - 2 Positions

Kevin Theobald
Hounslow, UK
03 Aug 2019
23 Aug 2019
Contract Type
Full Time
Our client based around the Heathrow are is looking for two CRM's

One of the roles is for a Spanish Speaking Person

Job Spec:

Purpose of the Position:

·To ensure that the needs of SGAL customers are being satisfied consistently and that excellence in customer service is promoted throughout the organisation.

·Maintain open channels of communication with clients, Corporate QA and The company UK Mgt.Work closely with the Corporate QA team to investigate, report and communicate on all operational and client issues as directed.

·To crosscheck the handling of Escalated jobs in all aspects ensuring compliance with all agreed company policies.

·Provide customer related information to the Corporate QA, Sales Reps and The company UK MGT including but not limited to:

Reporting, pricing, client issues, client advocacy.

·Coordinate aviation account special projects as directed by Corporate QA & The company UK Management.

Main Responsibilities:
  • Communicate with customers as required to address questions, concerns, findings of investigations and general follow up.Provide Management, QA and/or Sales with the results of these discussions.
  • Complete timely research of operational and client satisfaction issues as directed by management.
  • Communicate all client issues to QA and/or Management as appropriate using established channels, including escalation.
  • Serve as a liaison between the SGAL Aviation sales, The company UK CS Group and the customer.
  • Assist in producing periodic client metrics as requested by Aviation sales team or corporate management.
  • Produce client activity reports as requested.
  • Assist in developing corrective action plans and monitor the results for closure as directed by Corporate QA team.
  • Actively pursue continuous improvement with regards to processes and procedures that affect your sphere of influence as directed by Corporate QA team.
  • Contribute with recommendations and actions to continually improve procedures, policies and internal / external communication. Identify and implement strategies to improve quality of service and productivity.
  • Attend off site client meetings
  • Understand client tariffs and handle invoice queries.
  • Perform all other duties as assigned by SGAL Corporate QA.
  • Out of hours client and operational support as required: Dependent on client requirements CRM's may be issued with a company mobile phone and/or Laptop, SGAL Management to decide coverage .
  • Assist Management Team as required

General Duties/Responsibilities

·Key account management

·Escalated Job Reviews

·Customer related CAPA follow up / closure

·Monthly calls with Sales group

·System and database maintenance, including but not limited to:

Auto-notifications, OTR, BOL-MAWB changes, providing customer HAWB lists as required

·Assist with training where needed to ensure good CS practices

·Assist with writing and implementing customer focused COPs.

·Ensure compliance with company policies and procedures.

·Any other reasonable duties/responsibilities at the request of Management.


Desired Requirements

Personal Characteristics

·Works well unsupervised and under pressure.

·Is confident when dealing with clients.

·Create a positive work environment.


·Customer Services

·Broad understanding of Courier Operations including Import / Export / Warehouse & Transport.

·Excellent understanding of World Geography.

Skills and Abilities

·Problem analysis and problem-solving

·Teamwork skills and strong self-motivation ability.

·Good numeric / financial ability.

·Ability to work successfully under pressure

·Excellent time management skills

·Good computer skills, Word / Excel / PowerPoint essential

·Excellent Communication skills - written and verbal

·Decision-making ability

·Planning and organising


  • Good spelling, reading, geography and arithmetic skills.
  • Demonstrate knowledge of company policies and procedures.
  • To be organised and able to prioritise.

  • Excellent communication skills.
  • Computer and typing skills.
  • Demonstrate experience in airline routings, both international and domestic.
  • Knowledge of time zones.
  • Knowledge of geography (including countries, major cities, airport codes, transit times, etc).
  • Knowledge of Courier and Air Freight services.
  • Knowledge of arranging Sameday deliveries, On-Board Couriers and direct drives.


·Minimum 5 years Industry Experience.

·IT / Computer literacy.

·English Language qualification equivalent to GCSE grade C (4)

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