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Director of Charter Services

3 months ago

Van Nuys, United States Clay Lacy Aviation Full time

**Clay Lacy Aviation** has been providing an exceptional aviation experience for their customers and employees since 1968. Our most important assets are our people, who delivers this experience to our customers. For those who passionate in their work, goal-oriented, proactive and enjoy a customer-centric culture; Clay Lacy is a rewarding employer to work for.

We are searching for an experienced Director of Charter Services. If you meet the minimum requirements in this job description, you may be eligible.

**Position Summary**:
The Director of Charter Services is responsible and accountable for developing, and managing a customer portfolio, leveraging technology and best practices to continually increase performance on objective goals and customer satisfaction.
- The primary duties of this position and their team, will be developing, serving, and improving the quality of the charter customer base. The channels for service delivery will be On Demand Charter, and Clay Lacy Preferred.
- This role is expected to work closely with other business lines sales and operations groups to support organizational wide strategy and meet company goals and objectives.
- The leader’s responsibility to act in the companies culture and core values is required to succeed.

**The Hats you May Wear**:
Customer Advocate, Company Champion, Facilitator, Teacher, Coach, Recruiter, Continuous Learner, ERP Expert, Problem Solver/Fleet Interrogator, Data Analyst, Marketer and Salesperson, Customer Mediator, Cost benefit calculator.

**Responsibilities and Competencies**:
**Sale Process Management**
- Foster and improve upon CLA’s charter sales process for both outside charter sales according to customer segment - clear, measurable definition of each stage in the pipeline as well as how each team interacts throughout the process and with customers.
- Maintain and manage sales process documentation.
- Ongoing development and ownership of sales process enablement tools in HubSpot, FL3XX and other platforms as determined through Sales IT Specialist.
- Maintain an active position on the vendor approval committee and train the Development team to be integral to the sourcing process for charter customers.

**S**ales **P**lanning, **R**eporting and **A**nalysis**
- Planning Process - Including annual sales plan (revenue and margin goals, quotas as a whole and per team member throughout the sales funnel, customer targets and segments approaches, general strategies and tactics for existing and new business) as well as expense budgets and managed fleet goals.
- Utilize and manage using Analysis - Performance against the components of the sales plan and ad hoc as required.
- Pipeline reviews - of current workflow and prospecting efforts
- Address Performance - Understand relationship between managed aircraft charter expectation and company performance and establish strategies to improve or adjust as needed.
- Marketing - Work with marketing to connect lead generation in to the sales process as defined.
- Participation in creating or modifying company charter products and services to innovate offerings over time.
- Review industry trends and conduct competitive analysis to drive sales and improve approach and understanding of market dynamics.
- Work with sales teams and charter customers to understand, compare and contrast charter solutions and troubleshoot problems or gaps with their current solutions.

**Sales** and Service Responsibility**
- Demonstrates experience and competency in developing and managing relationships with both sides of the transactions, charter customers, aircraft owners and suppliers.
- Support a dynamic inbound pipeline of quotes and opportunities from charter customers, and fulfill them into the managed customer fleet, or allied operators.
- Manage the dynamic supply of the fleet and off fleet options to balance the be solution and value for the charter customer.
- Resolves customer requests, questions and concerns, which frequently require analysis of situations to determine best use of resources.
- Supports team effort through courteous and professional interaction, excellent communication, and a genuine desire to service our clients.
- Promotes and maintains a positive image of Clay Lacy Aviation and adheres to the highest level of ethics whether you are communicating verbally, in writing or in person. Sensitive to the aircraft owners’ needs by using varying degrees of discretion.
- Sales Process - Including annual sales plan, meet revenue and margin goals, quotas as a whole and per team member throughout the sales funnel, customer targets and segments approaches, general strategies and tactics for existing business.
- Maintain good communication and expectations between Aircraft Management, Charter and Flight Support teams.
- Utilize the systems and drive constant improvement and workflow efficiency.
- Other duties and tasks as assigned.
- Required on occasion to make executive level decisions, regardless of time