Customer Experience Senior Specialist (m/f/d) - Convince us with your experience, professionalism an

Tasks

• Bring in ideas for improvement measures and ensure further development of the product along the service chain with special emphasis on service quality and customer satisfaction
• Creation of a uniform customer experience at all customer touch points
• Ensuring gapless internal communication of monthly and quarterly customer survey results with special emphasis on recent developments and related action items
• Responsibility for Personas and establishment in company-wide internal procedures
• Building up and bundling of all customer-related data sources into one database
• Building and maintaining of internal and external relationships accordingly, Key Account for external service provider

Benefits

Free parking, Flight privileges, Jobticket, Hybrid working possible

Behind the scenes

It's an exciting time to be a part of SunExpress
We are looking for enthusiastic, customer-oriented and eloquent team members to join us at our SunExpress Headquarters in Frankfurt

Requirements

• Minimum 2-3 years' experience with data based customer experience management, preferably also with personas
• In-depth knowledge of customer service principles and practices
• Understanding of customer satisfaction related KPIs and ability to derive appropriate actions from data material
• Customer centric attitude
• Very strong communication & persuasive skills to push interfaces to reach their goals
• Ability to present complex facts in a precise and convincing way (writing & verbally)
• Decisive, proactive and cooperative personality
• Fluent in English - written and verbal; German and/or Turkish is an advantage
• Ability and willingness to travel
• Experience of working in a complex, multi-geography, multi-cultural environment

Company
About SunExpress
SunExpress was founded in 1989 as a joint venture between Lufthansa and Turkish Airlines and is one of the leading providers of charter and vacation flights to Turkey. The vacation specialist currently serves a route network of around 51 international destinations with its modern Boeing 737 fleet. The airline has been combining Turkish hospitality with German precision for more than 30 years and welcomes around 10 million passengers on board its aircraft every year. SunExpress is a strong partner of Turkish tourism and has received several awards for the service and comfort on board its flights. SunExpress headquarters are located in Antalya, the tourist capital of Turkey. Another important hub is Izmir on Turkey's Aegean coast. The German headquarters are located in Gateway Gardens in Frankfurt am Main. As one of the leading leisure airline, SunExpress, an Equal Opportunity Employer, welcomes all applicants independent of individual differences. We believe that having a diversified talent is our biggest strength. All decisions about our current and potential talent are based solely criteria that nothing to do with an applicant's personal attributes that are irrelevant to job performance; at SunExpress we only focus on competency, know-how, skills, and experience.