Customer Care Manager

This position offers a great opportunity for career growth. ROLE DESCRIPTION

• The Customer Care Manager is responsible for designing, implementing, and overseeing customer service strategies that enhance the end-to-end Air Peace passenger experience across all touchpoints.

• The role ensures consistent service delivery at stations, contact centers, digital channels, and onboard, while driving service quality improvements to strengthen brand loyalty and customer satisfaction.

• The Manager will lead the customer care team, manage service, recovery procedures, and act as a central liaison between passengers and internal departments.

Key Responsibilities: Key Responsibilities: include but are not limited to: Customer Service Leadership & Strategy

• Develop and implement Air Peace's customer Care strategy, aligned with the airline's commercial and service vision.

• Ensure consistent customer service standards across all channels—airports, call centers, social media, email support, and onboard experience.

• Establish KPIs for service delivery and track improvements across the network.

• Customer Relations & Case Management

• Oversee handling of customer complaints, service failures, baggage issues, delays, refunds, cancellations, disruption communication, and escalations.

• Ensure timely response to all customer enquiries within SLA.

• Coordinate with Legal, Operations, Ground Handling, Flight Operations, Revenue Management, and Commercial teams for resolution.

• Review high-profile or complex customer cases and provide final decision-making support.

Digital & Contact Centre Oversight

• Supervise the performance of call centers, digital response teams, and social media engagement.

• Implement technology improvements for faster, more accurate customer handling.

• Ensure seamless coordination between web support, CRM systems, and customer communication platforms.

Service Quality Improvement

• Conduct customer experience audits at airports and onboard flights.

• Identify service gaps and propose corrective action plans with Station Managers and Cabin

Services management.

• Lead quarterly customer satisfaction surveys and implement continuous improvement initiatives.

• Develop mystery shopper programs and track competitor benchmarks.

• Policy Development & Compliance

• Develop and maintain customer service policies aligned with global aviation standards (IATA, ICAO, NCAA).

• Ensure compliance with regulatory mandates for passenger rights, safety, and accessibility.

• Manage the documentation of service guidelines, training materials, and service rec...