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Manager Performance & Support - Cygnific

Type vacature: Regular
City: Amsterdam
Hours per week: 32-40
Education: Bachelor's degree (HBO Bachelor); Master's degree (HBO Master or WO-pre-master); Master's degree (HBO Master); Master's degree (WO Master)
Apply before: 03/03/2022

 

Introduction

Are you a driven, customer-focused and experienced professional with a great passion for building customer loyalty? Then you might be the new Manager Performance & Support we are looking for at Cygnific!

 

The Performance & Support Manager is a key player in establishing, building and maintaining (strategic) relationships between the Cygnific cluster and our client (Air France KLM). You will be responsible for the operational performance of products, account management of AF/KLM, and implementation of (new) products. Additionally, the P&S Manager provides the Customer Service Departments with accurate and efficient systems, that allows ongoing reporting, measurement and timely advice on key performance indicators and operational targets.

 

 

 

As Manager Performance & Support, you will have the following responsabilities

  • 1. Strategy development and implementation

    You will establish and bring across a clear departmental strategy, in line with the company’s overall mission, vision and purpose. Furthermore, you are responsible for developing a structure that is fit to handle current and new products in a cost-, service- and sales-competitive way.

    2. Air France / KLM Account Management

    You are end-responsible for key account management and maintaining good and productive relationships with various key clients and stakeholders. You are knowledgeable and aware of the client’s needs and can translate this to the context of Cygnific. Besides that, the P&S Manager oversees to the realisation of Service Level Agreements to secure a profitable collaboration between clients and Cygnific.

    3. Product Performance & Knowledge management

    The P&S manager is end-responsible for product performance and achievement of KPI’s and ensures that KPI’s are well-defined, measurable, and clearly communicated in the organization. Furthermore, the P&S manager designs and maintains a structure that ensures (ongoing) insight and analysis regarding the actual performance in comparison with the expected performance (based on the short- and long-term forecast). Discussing operational performance with relevant internal and external stakeholders and overseeing that knowledge management information is up to date, timely available, useable and meeting quality standards is another important task of the P&S manager.

    4. Leadership & Culture

    You will be responsible for creating a high-performance team and culture. To do so, you establish an engaging work culture and set the example for leadership behaviour. The P&S Manager practices Cygnific’s core (leadership) values and makes them lead in how decisions are made, and actions carried out. You foster an open, transparent and collaborative work environment, where employees can voice questions or concerns and are acknowledged for their efforts and accomplishments.

    5. Process control & continuous improvement

    You monitor processes and procedures, signal and act upon malfunctions and propose improvements.

 

What you need for this position

  • A Bachelor’s degree is required, a University degree is preferred;
  • Extensive experience (5-7 years) of managing operational customer service teams;
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant products;
  • Proven Management and/or relationship management experience at a senior, strategic level role;
  • Established track record of exceeding targets, KPI’s SLA’s, in a fast-paced and quality led environment;
  • Fluency in English, both spoken and written. Additionally, fluency in Dutch is preferred;
  • You are a team player that can provide direction and inspire others around you. Besides that, you are customer and result-oriented and you have strong judgement and problem resolution skills;

 

Where you will land

Cygnific is a proud daughter company of KLM. And we have sky-high ambitions ourselves as well: we want to become the most personal customer service team in the world. Our 1,500 high-flyers from 34 different countries contribute to this every day. In 11 different languages they offer 24/7 service with a smile to passengers and travel agencies via email, telephone, live chat, social media and WhatsApp. Not only in Amsterdam and Enschede; their wings are also spreading abroad, think of our offices in Wembley, Manila and recently Curaçao.

A job at Cygnific is more than just an office job. You will be part of an international team of positive, enthusiastic and ambitious people. Cygnificans work hard, but also like to have fun. We really want to help clients and colleagues move forward. But most importantly: we are inclusive and open to each other's opinions and cultures!

 

We offer

  • A competitive salary between EUR5000 – EUR6800 gross per month based on 40 hours a week;
  • A one-year contract with the prospect of permanent employment;
  • Position for 32 to 40 hours a week;
  • A challenging, innovative and international environment with great opportunities for you to explore;
  • 25 vacation days based on full time employment, pension plan, travel allowance;
  • A vibrant and multicultural office near the Westerpark in Amsterdam;
  • A well-balanced and flexible hybrid working model (possibility to work from home);
  • Start date: 1st of April.

 

Ready for your next destination?

Are you ready for building customer loyalty at the highest level? Apply using the button below and we will contact you soon! 

 

Click here to apply: Manager P&S - Cygnific

 

Contact

Interested in learning more about the position? For questions you can email the recruiter: bianca.elshout@cygnific.com or sophie.van.daalen@cygnific.com 

 

 

 

*** Acquisition in response to this vacancy is not appreciated. ***

 

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