Enhancing Customer Engagement: European Airline Call Centre Strategy
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Venari Partners was recently instructed by a large European carrier to identify a senior professional to oversee the airline’s call centre strategy. The objective was to find a candidate who was experienced in designing call centre strategy and delivery, in addition to being bilingual (Spanish).
This position required supervision of several call centres spread throughout multiple geographies with the goal being to improve overall customer satisfaction and engagement, in addition to enhancing the sales process and post-sale services. Another significant element to the role that we were asked to consider was the potential for implementing new omnichannel measures to assist the customers such as bots, webchat and other digital/technological innovations. Candidates with demonstrable experience in the area were of great interest to our client.
This search proved to be particularly challenging as the airline had unsuccessfully explored this candidate demographic previously with another executive search company. Through our rigorous search methods, we promised to cover the entire aviation market but we also discussed with the client the need to explore adjacent industries including the wider travel sector, telecommunications and financial services.
The successful hire came from outside of the aviation industry, from telecommunications. She was able to demonstrate that her experience would be valuable to the airline; that she could challenge the existing assumptions in the strategy and successfully identify innovative technologies to be implemented.We are pleased to report that she has bought a fresh perspective to an area of the customer journey in much need of change, not just in this airline client but arguably across the entire airline industry.
Tags:
- Talent Strategy
- Case Study
- Executive Search
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James joined Venari Partners following ~6 years with Investigo as a Director before the company was sold to a large fund. Prior to this, James worked with Marks Sattin. He holds a BSc (Hons) in Sports Science and Anatomy from Coventry University. James is well known across the TTL sector, primarily commercial aviation, for his ability to help hire into senior Strategic, Commercial and Operational Management roles. James has assisted clients make prominent senior appointments, restructure and rebuild teams and perform talent analysis. James boasts a global reputation as an industry leader in the sector. His experience includes placing candidates with backgrounds in Strategy and Corporate Development, Revenue Management and Pricing, Sales and Distribution, Chief Commercial Officers, Chief Executive Officers, Chief Operations Officers, Loyalty, Network Planning and Scheduling, Maintenance and Engineering, Ground Operations and Flight Operations. Like many in the aviation industry, James loves to travel and is often found to be ‘on the road’ with work. He has a particular love of South America and South East Asia. James has a passion for all sports and a love of Rugby in particular. When not watching his beloved Auckland Blues (typically lose!), James enjoys spending time with his family and indulging in motor sports.
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