Customer Experience Manager

About the role

Swissport is seeking a Customer Experience Manager to lead the delivery of outstanding ground handling services, enhance passenger satisfaction, and drive ancillary revenue at airports worldwide. The role focuses on ensuring exceptional service at check‑in counters and boarding gates while aligning with safety, security, and on‑time performance standards.

Key responsibilities

• Develop and implement initiatives to improve passenger satisfaction at check‑in counters and boarding gates.
• Ensure passengers receive exceptional service, with special attention to those requiring assistance.
• Promote courteous, respectful, and solution‑oriented behaviour among frontline agents.
• Standardise customer interaction across all airlines served.
• Conduct regular customer experience audits and coaching sessions.
• Monitor adherence to Swissport grooming and uniform standards.
• Track customer feedback (NPS, complaints, compliments) and implement corrective actions.
• Produce weekly and monthly reports on customer satisfaction.
• Lead and optimise ancillary revenue opportunities, including excess baggage sales, cabin upgrades, priority boarding, fast‑track, lounge access, and oversized baggage handling.
• Analyse deviations reported by CX teams and coordinate corrective and preventive actions with station management.
• Monitor revenue targets, conversion rates, and missed sales opportunities.
• Coach frontline teams on commercial selling techniques and ensure compliance with airline ancillary sales procedures.
• Collaborate with airline partners to introduce new revenue streams.
• Audit and ensure compliance with customer service, ancillary sales, check‑in, and boarding processes.

Required profile

Required skills