Job Purpose / Objective:
Responsible for the end-to-end management, optimization, and growth of airline client portfolios within the IFC ecosystem. This role acts as a strategic interface between airline partners and internal cross-functional teams, ensuring seamless service delivery, enhanced passenger digital experience, and sustained commercial value creation.
The incumbent will drive customer success through proactive engagement, operational excellence, and continuous innovation in satellite connectivity solutions, aligning client objectives with evolving IFC technologies and market dynamics.
Key Accountabilities:
1. Strategic Account & Portfolio Management:
- · Own and manage a portfolio of airline clients, ensuring contractual commitments, SLAs, and KPIs are consistently achieved or exceeded.
- · Serve as the primary escalation point and trusted advisor for airline stakeholders across commercial, operational, and technical domains.
- · Maintain full visibility of fleet status, including equipped aircraft, retrofit schedules, AOG situations, leasing transitions, and configuration changes.
- · Deliver structured account plans focused on retention, growth, and service optimization.
2. Customer Experience & Relationship Excellence:
- · Champion a customer-centric approach to ensure superior airline and passenger experience across all touchpoints.
- · Monitor service performance metrics (connectivity uptime, bandwidth usage, passenger adoption, etc.) and proactively address gaps.
- · Lead regular service reviews, including Monthly/Quarterly Business Reviews (MBRs/QBRs), with data-driven insights and actionable recommendations.
- · Collaborate with internal stakeholders (Network Operations, Engineering, Product, Sales) to resolve issues and enhance service delivery.
- · Oversee Field Service Representatives (FSRs) and on-site teams where applicable to ensure operational consistency.
3. IFC Operations & Service Delivery Governance:
- · Ensure successful deployment and lifecycle management of IFC systems across airline fleets.
- · Coordinate cross-functional execution for aircraft installations, upgrades, and maintenance activities.
- · Maintain strong understanding of satellite connectivity technologies, network infrastructure, and industry trends (e.g., LEO/GEO hybrid models).
- · Monitor SLA compliance, incident management, and root cause analysis to drive continuous improvement.
- · Align operational delivery with contractual and financial frameworks, including billing accuracy and cost control.
4. Program & Deployment Management:
- · Translate airline requirements into actionable project plans, ensuring timely execution of custom developments and enhancements.
- · Lead coordination between engineering, product development, and operations teams for solution validation and deployment.
- · Manage end-to-end delivery lifecycle, including testing, certification, and go-live readiness.
- · Conduct post-deployment performance reviews to ensure service stability and customer satisfaction.
5. Commercial Growth & Opportunity Development:
- · Identify and drive revenue growth opportunities within existing accounts, including upselling new IFC capabilities, digital services, and upgrades.
- · Analyze customer data, usage trends, and market benchmarks to propose value-added solutions.
- · Support contract renewals, renegotiations, and commercial proposals in alignment with business strategy.
- · Act as the voice of the customer in shaping product roadmap prioritization and innovation initiatives.
6. Data Analytics & Reporting:
- · Leverage analytics tools to generate actionable insights on passenger connectivity usage and service performance.
- · Develop dashboards and reports translating complex data into clear business insights.
- · Track KPIs related to customer satisfaction, service adoption, and revenue performance.
Qualification / Experience -
Education:
- · Bachelor's degree in business administration, Marketing, Engineering, Telecommunications, or a related discipline.
- · Professional certifications in aviation management or telecommunications are considered an Advantage.
Experience:
- · Minimum of 5 years of experience in Account Management, Customer Success, or Program Management within Inflight Entertainment (IFE) / Inflight Connectivity (IFC) or adjacent aviation technology sectors.
- · Proven experience working with airline clients, OEMs, or connectivity service providers.
- · Demonstrated exposure to satellite communications, network operations, or digital passenger experience solutions.
