Global Head of Customer Support reference: R104680

Global Head of Customer Support at Cirium: A Strategic Leadership Opportunity

Are you a seasoned customer support leader with a passion for driving operational excellence and fostering a culture of exceptional service? Cirium, a recognized leader in aviation analytics, is seeking a dynamic Global Head of Customer Support to steer their international support organization. This role offers a significant opportunity to shape the future of customer experience within a critical industry.

About Cirium and the Opportunity

Cirium plays a vital role in the aviation ecosystem, providing essential data and analytics that empower businesses to understand market trends, optimize operations, and drive digital transformation. As the Global Head of Customer Support, you will be instrumental in ensuring that Cirium's diverse clientele – ranging from airlines and airports to financial institutions and tech giants – receive unparalleled support.

Key Advantages for Candidates:

• Strategic Impact: This is a senior, highly visible role where you will be responsible for setting the overarching strategy for global customer support. Your decisions will directly influence customer satisfaction and retention, and contribute to Cirium's mission of keeping the world connected.
• Cross-Functional Collaboration: You'll have the opportunity to collaborate extensively with Sales, Technology, and Product teams. This integration ensures that customer feedback is a driving force behind product development and service enhancements, allowing you to champion the voice of the customer at the executive level.
• Driving Innovation: A key aspect of this role is the integration of AI and advanced tooling. This presents an exciting opportunity to leverage cutting-edge technology to revolutionize service delivery, boost team efficiency, and achieve step-change improvements in customer support.
• Global Leadership: Leading a globally distributed team across multiple time zones offers invaluable experience in managing diverse talent and navigating international operational complexities.
• Industry Leadership: Working within the aviation analytics sector places you at the forefront of a vital and dynamic industry. Cirium's commitment to digital transformation means you'll be part of an organization that is actively shaping the future of air travel.
• Career Growth within RELX: As part of RELX PLC, a global leader in information-based analytics, this role provides potential for broader career development within a large, established organization.

Key Considerations for Candidates:

• Proven Leadership Experience: The role demands considerable experience in a senior leadership capacity, with a track record of successfully managing and developing global support teams.
• Tech and Data Acumen: While not explicitly required, previous experience within a technology and data company is highly desired. A strong understanding of how to support data-driven products and services will be a significant asset.
• Exceptional Communication Skills: This role necessitates clear, transparent, and accountable communication, particularly in the ownership of customer-facing Root Cause Analysis (RCA) and incident reporting.
• Commercial and Agile Mindset: You'll need to balance a commercial focus with agility, enabling you to strategically partner across teams, understand customer needs, and navigate complexity with curiosity and inclusivity.
• Data-Driven Decision Making: The ability to monitor and interpret key performance metrics, customer satisfaction scores, and feedback loops is crucial for identifying areas of improvement and driving continuous enhancement.

This is an exceptional opportunity for a results-oriented leader who is passionate about customer success and eager to make a tangible impact in a leading global company. If you thrive in collaborative environments, are adept at navigating complex challenges, and are committed to delivering world-class customer experiences, we encourage you to explore this exciting role.