• Responsible for the development, establishment and continuous improvement of the customer account management operations, the service delivery value chain.
• Responsible for the implementation of customer focused solutions to service delivery.
• Develop the tools, working practices & processes to facilitate ways of working with cross SARG teams ensuring clarity on the roles and responsibilities with regard to safety, compliance & customer and service.
• Responsible for the development and continuous improvement of account management practices, processes and competencies, including the workflows to produce and achieve consistent and predictable service performance.
• Work with the CAA’s highest fee-paying customers to develop customer account operations and to build and nurture relationships, with an aim to bring about material benefit to their operation.
• Work directly with internal colleagues and teams to realise opportunities to deliver a better service and alleviate customer specific issues.
• Responsible for the day-to-day leadership and management of the cross SARG customer account operations to drive value to the customer.
• Lead on the development and iteration of the integrated surveillance team approach in SARG utilising integrated project management principles.
• To act as a deputy to the Head of Customer Account Management – Civil.
• Lead and grow the team of Account Managers and Account Leads corresponding to the enrolment of customers into the new model.
• Provide direct delivery and support on operating standards for successful accomplishment of the project FSOM objectives.
• Promote and actively contribute to the continuous improvement of SARG customer experience initiatives.

• Run the day-to-day operations of the customer account Customer-to-Customer(C2C) value chain working cross-functionally with other SARG capability teams.
• Provide effective leadership and management to the customer account operations team.
• The organisation and delivery of the account management strategy & plan.
• Chair the Customer Account Management Model operations group meeting between the CAA and key customers.
• Work with the Standards Training and Documentation team to develop and implement the oversight workflows in the new solution delivered by the FSOM project.
• Regular engagement with senior and operational customer leadership, from the CAA’s highest fee-paying customer, on the development and continuous improvement of the customer account management model.

• Responsible for the structured decision making regarding the categorisation of activities under the account management plan.
• Responsible for finalising and authorising the schedule of activities and actions on the respective account management plan.
• Execute strategies and recommendations to resolve complex complaints, issues and problems raised by customers and/or the CAA.
• Setting the agenda for the customer account management model operations group meeting and influencing the agenda of the associated steering group and working group.

• Working directly with the CAA’s highest fee-paying customers to align to the customer account management model and the buy-in to the associated benefits.
• Influencing CAA senior and executive leadership in actively supporting and promoting the customer account management model.
• Work with the CAA CX&M programme leadership team to ensure customers are represented and to drive delivery of customer focused solutions
• Work closely with the Safety & Assurance team on enhancing the delivery of the PBO principles and the ICAO integrated risk management philosophy.
• Actively promoting to all SARG colleagues at all levels to engage and embrace the new model.
• Advocate for promoting customer experience responsibilities.
• Encourage SARG capability management teams to engage and support the new model.

• Management of a combined team of around 2-4 colleagues, with multidisciplinary skills. Team is expected to grow as customers are enrolled into the new model.
• Deputise for, and support, the Head of Customer Account Management and the association Account Management budget of circa £1m.
• Organise, conduct and/or participate in workshops, meetings, training session to upskill CAA colleagues and/or customers on the customer account management model.

• Aviation experience at an operational level within safety and aviation/aerospace/space.
• Proven leadership experience in senior stakeholder engagement and customer relationship management.
• Demonstrable experience managing complex and high-profile actions for board, executive and senior leadership level matters.
• Some knowledge in strategy development, implementation and management with particular regard to oversight and management systems.
• Diplomacy and tact being aware and sensitive to colleague and stakeholder variances and needs.
• Excellent communication and interpersonal skills required to engage customers and colleagues at all levels across multiple disciplines.
• Able to make clear decisions and solve complex problems.
• Ability to produce reports and papers on technical issues up to Board level, and to review and amend the work of others.
• An understanding of Project Management methodologies and expertise desirable.
• This role may require Nationwide travel.

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