Airline Relations & Performance Analyst

Saudi Air Navigation Services - SANS

Key Accountability Areas

Key Activities

Relationship Management

• Administer customer relations policies in an effort to build and retain a loyal customer base.
• Organize and determine ways to build effective customer relations and ensure customer satisfaction.
• Organize and conduct meetings with customers to identify their requirements and update them on any changes or plans that may affect them.
• Lead airline engagement and charges consultations; act as the single face to airlines.

Coordination & Communication

• Establish solid communication streams with all customers through effective customer relationship management initiatives.
• Collect customer complaints and feedback and communicate them to the appropriate department who can assist in solving the complaint as needed.
• Coordinate with commercial air operators and general aviation operators for optimal customer service in conjunction with Operations Planning.
• Monitor SLAs and complaints; escalate as needed.
• Act as the military focal point (non-operational).
• Run survey/newsletter process with relevant sections and consolidate cross-portfolio insights.

Functional

• Administer customer surveys to assess customer satisfaction with SANS products and services based on Quality, Value, Timeliness of Service, Efficiency, and Customer Commitment.
• Maintain and update customer inquiry logs to verify the completion of inquiries and ensure maintaining an updated FAQ for future reference.
• Develop and submit monthly summary reports which include all received complaints and inquiries.
• Set playbooks, standards, master calendar, KPI catalogue, and data rules.

Customer Satisfaction Survey

• Design and create customer satisfaction surveys to gather insights on service quality and customer experience.
• Distribute surveys to targeted customers through effective channels to ensure high response rates.
• Collect and analyze survey feedback to identify trends and areas for improvement.
• Develop recommendations to enhance customer experience based on survey results.
• Implement approved strategies to improve customer satisfaction and communicate changes to relevant teams.
• Monitor customer satisfaction metrics and provide regular reports on progress and insights.
• Monitor key performance indicators (KPIs) related to customer satisfaction and provide regular updates on progress and areas that require attention.
• (Cross-referenced with Functional ) Ensure alignment with playbook, KPIs, and data rules when conducting survey analytics.

Customer Report

• Collecting data from the relevant departments.
• Review the data and develop creative content.
• Coordinating with CCM development to design visuals for the report.
• Sharing the final document for review and approval by the CSD Director, CSO, and CEO.
• Ensuring any necessary adjustments are reflected.
• Publishing the folder through CRM mail and the Media Center on the SANS external website.

Policies, Processes and Procedures

• Conduct day-to-day activities while ensuring compliance with policies and procedures.
• Contribute to the identification of opportunities for continuous improvement of systems and processes, taking into account leading practices, changes in the business environment, cost reduction, and productivity improvement.