About this role
<p style="margin-left:-5.0px"><span style="color:#06038d"><span style="font-family:Gotham"><span style="font-size:14.6667px">Wizz Air is a leading European low-cost airline. Our mission is to provide affordable and reliable air travel to everyone, everywhere, while minimizing our environmental impact. We are proud to foster a diverse and inclusive team of over 8,000 employees from more than 110 nationalities, who share our values of inclusivity, positivity, dedication, integrity, and sustainability.</span></span></span></p> <p style="margin-left:-5.0px;text-align:justify"> </p> <p style="margin-left:-5.0px;text-align:justify"><span style="color:#06038d"><span style="font-family:Gotham"><span style="font-size:14.6667px">As a rapidly expanding airline, we offer exciting career opportunities across a range of functions, from flight operations to engineering, customer experience, finance, and more. We provide extensive training and development opportunities to help our employees grow and succeed in their roles. Joining Wizz Air means joining a team that is passionate about aviation, dedicated to excellence, and committed to making air travel accessible and sustainable for all. If you are looking for a challenging and rewarding career in the aviation industry, we welcome you to explore our job opportunities and become a part of our success story. </span></span></span></p> <p style="margin-left:-5.0px;text-align:center"> </p> <p style="margin-left:-5.0px;text-align:center"><span style="font-size:18.0px"><b><span style="color:#c6007e"><span style="font-family:Gotham">Customer Experience Team Manager</span> </span></b></span></p> <p style="margin-left:-5.0px;text-align:center"><span style="color:#06038d"><span style="font-family:Gotham"><span style="font-size:14.6667px">Based in Budapest</span></span></span> </p> <p style="margin-bottom:1.0;margin-left:-4.0pt;margin-right:0.0cm;margin-top:0.0cm"> </p> <p> </p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Purpose of the role</H2> </div><div><p>The Customer Experience Team Manager is responsible for enhancing customer satisfaction by overseeing and optimizing all aspects of the customer experience. This includes developing and implementing strategies to improve satisfaction across all touchpoints, both physical and digital. The manager drives the planning and execution of the development roadmap to ensure a consistently high level of customer experience. </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Responsibilities</H2> </div><div><ul> <li>Customer Satisfaction Enhancement: Develop and implement strategies to improve customer satisfaction across all touchpoints, including both physical and digital journey stages. </li> <li>Experience Optimization: Oversee and optimize all aspects of the customer experience to ensure consistency and excellence. </li> <li>Development Roadmap Execution: Drive the planning and execution of the development roadmap to maintain a high level of customer experience. </li> <li>Performance Monitoring: Set and manage KPIs to track and improve customer service performance. </li> <li>Feedback Utilization: Gather and analyse customer feedback to identify areas for improvement and implement necessary changes. </li> <li>Team Leadership: Lead and mentor a team dedicated to delivering exceptional customer service. </li> <li>Digital Transformation: Drive the digitalization of customer service processes to enhance efficiency and customer engagement. </li> <li>Stakeholder Collaboration: Collaborate with internal and external stakeholders to align customer experience initiatives with business objectives. </li> <li>Continuous Improvement: Monitor industry best practices and benchmark performance to ensure continuous service level improvement. </li> <li>Member of Crisis Management Center (CMC) </li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Experience</H2> </div><div><div> <ul style="list-style-type:disc"> <li> <p><span>4-6+ years overall working experience, with 3+ years of professional experience in a customer experience or similar management role, with people management responsibilities.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Proven track record of successfully leading complex cross-functional projects.</span><span> </span></p> </li> </ul> </div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Hard skills</H2> </div><div><p>Strong analytical mindset, ability to understand financial and performance data and utilize MS Office proficiently to distill insights. </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Education</H2> </div><div><p>Bachelor’s or Master’s degree, preferably in a Commercial, Aviation, or Marketing field. </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Language</H2> </div><div><p>Fluent English (both written and spoken) </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Skills and competencies</H2> </div><div><ul> <li>Excellent people and management skills to interact with partners, colleagues, and cross-functional teams. </li> <li>Strong analytical skills. </li> <li>Ambitious with a determination to see plans through. </li> <li>Ability to manage and prioritize tasks effectively under pressure. </li> </ul></div></div></div><p> </p> <p style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-family:Gotham"><span style="color:#06038d">When applying, please only provide valid information regarding your educational background and certificates, as the original documents will be requested during the hiring process.</span></span></span></span></span></p> <p style="text-align:justify"><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif"> </span></span></p> <p style="text-align:justify"><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif"><span style="font-family:Gotham"><span style="color:#06038d">We look forward to meeting you and learning more about your skills and experience. Join the Wizz Air team and discover the world of opportunities. </span></span></span></span></p> <p style="margin-bottom:1.0;margin-left:-4.0pt;margin-right:0.0cm;margin-top:0.0cm"> </p> <p> </p>