Global Head of Customer Support reference: R104680

This review provides an insightful look into the Global Head of Customer Support role at Cirium, an industry leader in aviation analytics. If you're a seasoned leader passionate about customer experience and driving operational excellence within a cutting-edge technology environment, this opportunity presents a significant step forward in your career.

The Opportunity at Cirium:

Cirium is at the forefront of transforming the aviation industry through advanced analytics. They empower a diverse range of clients, from airlines and airports to financial institutions and tech giants, to make informed decisions by understanding historical data, current trends, and future predictions. Joining Cirium means becoming part of a mission-driven organization that keeps the world connected.

What Makes This Role Exciting for Candidates:

• Global Leadership Impact: As the Global Head of Customer Support, you will have the autonomy and responsibility to set the strategic direction for a globally distributed team. This role offers the chance to shape and elevate customer support operations on an international scale.
• Cross-Functional Collaboration: This position emphasizes strong partnerships with Sales, Technology, and Product teams. You'll be instrumental in ensuring the voice of the customer is heard at all levels, driving product improvements, and delivering a seamless customer journey.
• Driving Digital Transformation: You'll be a key player in Cirium's mission to accelerate digital transformation within the aviation sector, leveraging your leadership to enhance customer satisfaction and loyalty.
• Innovation and AI Integration: A forward-thinking aspect of this role is the opportunity to integrate AI and advanced tooling into customer support. This allows for strategic modernization, aiming for step-change improvements in efficiency and service delivery.
• High Visibility and Influence: This is a senior, visible role where you will represent the customer at the executive level, contributing directly to strategic discussions and company-wide initiatives.
• Focus on Operational Excellence: The role demands a commitment to operational excellence, including robust incident management, transparent communication, and continuous improvement of products and services.

Key Considerations for Aspiring Candidates:

• Extensive Leadership Experience: The job description clearly seeks a candidate with considerable experience in a senior leadership role. Demonstrating a proven track record of managing and developing global teams is crucial.
• Tech and Data Acumen: While not strictly mandatory, previous experience within a technology and data company is desired. A strong understanding of how technology and data drive business value will be a significant asset.
• Commercial and Strategic Thinking: Candidates must possess a blend of commercial focus and agility. This means being able to think strategically about customer needs, partner effectively with sales, and drive results that have a tangible business impact.
• Exceptional Communication Skills: The role demands an exceptional communicator, particularly in setting gold-standard practices for Root Cause Analysis (RCA) communications, ensuring clarity, transparency, and accountability.
• Navigating Complexity: The ability to embrace curiosity and inclusivity to navigate complexity and drive meaningful impact is a key requirement. This suggests an environment that values problem-solving and adaptable leadership.

Career Path Advancement:

For leaders looking to elevate their careers, this role offers a unique opportunity to lead a critical global function within a rapidly growing and innovative industry. Success here will not only define the customer support strategy for Cirium but also provide invaluable experience in driving digital transformation at an executive level. The emphasis on cross-functional collaboration and strategic input positions this role as a significant stepping stone for further leadership opportunities within Cirium or the broader RELX group.