Director of Guest Experience

At Magellan Jets we believe the foundation of exceptional service begins with the best people in the business that see each interaction as an opportunity to grow a relationship. Our internal culture is felt externally by our guests because of the alignment in thought on the core values that make up our company.

Position Overview

The Director of Guest Experience is responsible for executing the guest on-boarding process via in-person meetings, video and/or phone calls. For the duration of our guests’ contracts, the Director of Guest Experience will be responsible for leading resolution to any trip-imperfections and communicating the resolution directly to our guests. Alongside the Flight Support Team, the Director of Guest Experience will provide recommendations directly to our guests on opportunities to utilize a different aircraft size or product to ensure the most optimal experience and most efficient use of their Program. Prior to the time of program renewal, the Director of Guest Experience will build a Renewal Package for the Private Aviation Consultant and corresponding Vice President of Aviation Consulting which will contain the customer’s overall account health and Trip Perfection Rating(s), among other needed facts procured from their account and profile.

Responsibilities

Guest on-boarding (In person, video & phone Calls)
Coordinate gift box sending at on-boarding and each renewal
Contribute to Guest renewals and reorders through a Renewal Package process built by the position
Case capture, resolution, and communication
Lead weekly Case Management Meeting(s)
Maintain Account Health and Trip Perfection statistics
Identify and communicate (to the Private Aviation Consultant) opportunities for current charter Guests to become Members or Jet Card Owners
Make recommendations to Jet Card Owners and Members to utilize aircraft available to them that would enhance their experience and better match the mission
Provide future program recommendations internally based on Guest feedback
Establish, measure, and track Account milestones (Hours flown, legs flown, etc)
Schedule quarterly/semi-annual Account reviews with Guest & Private Aviation Consultant

Key Performance Indicators:

Experience required:

Benefits:

Magellan Jets offers a comprehensive and competitive benefits package including Medical, Dental, Vision, Long-Term Disability 401K, life insurance, and Flexible spending option.

Please email cover letter and resume to [email protected]