Position: Head of Client Delivery
Location: Farnborough HQ
Working Hours: Full-Time, 40 Hours per week
Gama Aviation is currently seeking a Head of Client Delivery to join our Aircraft Management & Charter (AM&C) strategic business unit at our HQ in Farnborough. This role is critical to the successful execution of the Group’s strategy and delivery of the SBU’s business plan. To achieve this, you will steer the direction of the business area, setting its objectives and leading a high-performing team to exceed customer expectations, optimise operations, and achieve business growth.
You will lead, recruit, and develop teams of (Key) Account Managers and Client Services Coordinators across multiple global locations, including Sharjah, Austria, Malta, and Farnborough. These teams are pivotal in managing client relationships and ensuring seamless execution of day-to-day operations, including trip planning and charter requests.
You will foster a culture of clear communication and continuous improvement by refining processes and procedures. Additionally, you will collaborate closely with internal and external stakeholders to deliver exceptional management and charter services.
Key Performance Indicators:
* Delivery of the strategic business plan and P&L budget
* Cashflow and management of accounts within agreed credit terms
* Optimisation of operational performance within the SBU
* Customer satisfaction and retention
* New client satisfaction with entry into service process
* Employee engagement and performance within their capability
We are seeking an experienced and dynamic leader with a proven ability to deliver results in a fast-paced, service-driven environment. You will have expertise in client delivery or account management within the aviation industry. The ideal candidate will have strong strategic, operational, and financial management skills, with a focus on customer satisfaction and team performance.
Responsibilities:
* Drive all aspects of the development and delivery of the business plan for your business area
o Achieve annual targets while ensuring safety and compliance with laws and regulations
o Contribute to the development and delivery of the wider SBU business plan as part of the SBU Leadership Team
o Oversee cost control and budgeting to optimise costs and benefits within your business area
o Ensure effective credit control processes are in place and keep accounts within terms
o Escalate any overdue debtors promptly and take immediate measures to minimise exposure
o Identify and suggest improvements to other business areas and functions as appropriate
o Drive revenue opportunities that improve margin through the Aircraft Management activity and manage, track and control budgets and forecasts
* Support commercial discussions and negotiations
o Manage and drive the process and timelines required for the entry into service of new clients and aircraft
o Support and develop marketing materials and proposals
o Ensure current and future management contracts are properly produced and maintained
* Process delivery
o Work with Head of Charter Sales to develop process and ownership of trip planning and execution to drive revenue and margin
o Lead the management of processes that deliver seamless trip planning and execution
o Work with and coordinate tasks with the Ground Operations to promote service delivery for customers at all times
o Liaise and communicate with the Maintenance service delivery teams to ensure seamless delivery of new aircraft and existing management and control of the maintenance requirements for each customer
o Report on operational performance and initiate control actions where KPIs deviate from plan
o Develop and own the checklists for onboarding new aircraft
* Engage with internal and external stakeholders
o SBU and Group change programmes such that new systems, processes and routines can be expediently adopted by the business area and the wider SBU
o Effectively communicate, contribute, and collaborate with SBU Heads, Service Line Heads, managers of regulatory and support functions and other colleagues across the business
o Contribute and manage engagement with customers, vendors, partners, and other stakeholders as they apply to the delivery of the business plan
o Seek opportunities to provide revenue to other SBU such as maintenance, entry into service, airworthiness reviews
* Team Leadership
o Mentor and motivate teams to achieve productivity and engagement
o Proactively manage any performance issues of team members
o Develop and deliver staff appraisals and set goals and targets
o Mentor and develop staff through training, communication and delegation
Skills, Qualifications and Experience required:
* Sound knowledge and connections within aircraft management and charter operations
* Familiarity with regulatory frameworks in the aviation industry
* Experience working within international teams or across multiple geographic locations
* Demonstrated ability to lead and develop high-performing teams in client delivery or account management roles
* A passion for innovation and a commitment to continuous improvement
* Experience in strategic planning, budgeting, and managing P&L within a complex organisation
* Strong track record of maintaining and enhancing customer satisfaction and retention
* Experience optimising operational performance and leading process improvement initiatives
* Ability to build and manage relationships with internal and external stakeholders, including vendors and regulatory bodies
* Capability to align operational goals with the company’s strategic objectives
* Competence in managing budgets, cost control, and cashflow, ensuring timely credit control
* Proactive in identifying challenges and implementing effective solutions
* Excellent interpersonal and negotiation skills, with the ability to liaise effectively at all organizational levels
* Skilled in developing and refining workflows to ensure seamless service delivery
In addition to a Competitive Salary, we will offer you:
* Competitive Group Pension Scheme
* Comprehensive Life Assurance *
* Comprehensive Income Protection *
* Comprehensive Travel Insurance *
* Comprehensive Private Healthcare (after successful passing of probation) *
* Free Car Parking
* 2 Paid Volunteering Days each calendar year (subject to line manager approval)
* Investment in Training, Qualifications and Professional Development
*(Subject to insurance underwriting)
Due to the volume of applications received, only candidates selected for interview will be contacted. If you do not hear from us within 20 working days then your application has been unsuccessful on this occasion.
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