Customer Relations Manager (M/F)

As Airline Relations Manager, you are the primary point of contact for client airlines and ensure the link between their expectations and the site's operational teams.

In this capacity, your main missions will be:

• Ensure daily relations with airlines, understand their needs, anticipate their expectations, and handle their requests.
• Guarantee a regular presence on the ground, particularly during flight departures and during sensitive situations, in order to support clients and manage operational contingencies.
• Ensure compliance with specifications and service commitments, in coordination with the operations, production, logistics, quality, and security teams.
• Monitor performance and customer satisfaction through key indicators (quality, punctuality, compliance, costs) and drive necessary improvement actions.
• Prepare and lead performance reviews and client meetings, ensure the follow-up of complaints, and manage the associated action plans.
• Participate in the launch of new contracts or flights and contribute to continuous improvement projects for customer relations and operational performance.

Depending on the site organization, you may also be required to supervise or lead the Customer Relations team, by setting priorities and supporting skill development.

With a Master's degree (Bac +5), you have proven professional experience of at least 6 years, ideally acquired in a demanding and customer-oriented operational environment. Experience in management or team leadership is expected. Ideally, you possess:

• solid mastery of customer relations, negotiation, and performance management;
• a good understanding of operational environments and their constraints;
• knowledge of Lean Management and continuous improvement;
• a good mastery of requirements related to quality, safety, security, and compliance;
• knowledge of airline catering or, more broadly, the airport environment;
• knowledge of business tools such as SACS and Prodige, which is appreciated;
• professional English, which is essential for communicating with airlines.

Your qualities Possessing excellent interpersonal skills, you know how to establish a relationship of trust with various stakeholders. Your ability to adapt, your reactivity, and your ease in managing unforeseen events allow you to operate effectively in a demanding operational environment. You are also recognized for your ability to understand customer needs, negotiate, unite teams, and coordinate multiple subjects simultaneously.