Manager - Customer Experience (Welcome TTPS / QMAS / IANG)

Company DescriptionHong Kong Business Aviation Centre (HKBAC) is Asia’s premier Fixed-Base Operator (FBO) for business aircraft, located at Hong Kong International Airport and operating 24/7. Since opening in 1998, HKBAC has provided comprehensive aircraft technical support, ground handling, and dedicated passenger and crew services designed to deliver an exceptional travel experience. HKBAC has been voted Best Asian FBO in Professional Pilot Magazine’s PRASE Survey for 19 consecutive years (2008–2026), reflecting its commitment to safety, service and operational excellence. Join a professional team dedicated to delivering world-class aviation services in one of Asia’s leading business aviation facilities.Purpose of the Role: To lead the development and delivery of personalised customer experience, client relationship and commercial initiatives for HKBAC’s premium and ultra-high-net-worth (UHNW) clients. The role combines trusted client engagement, CRM and customer insight, service enhancement and cross-functional execution, helping HKBAC strengthen customer loyalty, elevate service quality and develop sustainable revenue opportunities across Mainland China, Hong Kong and international markets.Job Duties: Manage and develop relationships with premium and UHNW clients, aircraft operators, key accounts and business partners, and act as a key contact for customer experience matters.Understand client preferences and travel patterns, and arrange personalised and discreet services throughout the customer journey.Lead customer experience and CRM initiatives, including customer profiling, segmentation, feedback analysis, journey review and service enhancement projects.Identify customer needs, service gaps and business opportunities, and develop tailor-made service solutions, upselling and cross-selling initiatives to enhance customer value and support revenue growth.Handle client enquiries, feedback and complaints, follow up on outstanding matters and escalate issues when necessary.Build trusted relationships with clients across Mainland China, Hong Kong and international markets through regular engagement and proper business etiquette.Work closely with Operations and other internal departments to ensure seamless delivery of client arrangements and effective implementation of customer experience and commercial initiatives.Monitor customer feedback, CRM information, service performance and market trends, and provide actionable insights and recommendations to management.Prepare management reports, client presentations, service proposals and analysis to support planning, performance review and decision-making.Drive the development of team capabilities and consistent customer service standards, and provide guidance and coaching to team members as required.Perform other duties as assigned.

Requirements

Degree holder in Business Administration, Hospitality Management, Aviation, Marketing, Communications or a related discipline.At least eight years’ progressive experience in relationship management, customer experience, key account management, private banking, wealth management, luxury hospitality, business aviation or another premium customer-facing sector, including at least three years in a managerial, supervisory or lead capacity.Proven experience managing premium, VIP or UHNW client relationships and delivering personalised, high-touch services, with substantial professional exposure to clients and business stakeholders in both Mainland China and Hong Kong.Native-level Putonghua proficiency, strong proficiency in spoken and written English and Chinese, and good communication skills in Cantonese are essential for effective client engagement across Mainland China, Hong Kong and international markets.Excellent communication, presentation and stakeholder-management skills, with the maturity, cross-cultural awareness and business etiquette required to engage senior executives and discerning clients across different markets.Strong commercial and analytical capability, with the ability to translate customer insights and service data into practical improvements and business opportunities.High integrity, professionalism and discretion, with the ability to work independently, manage competing priorities and coordinate effectively across functions.Experience in CRM, customer segmentation, client profiling, service personalisation or business development is an advantage.Proficient in Microsoft Office, digital collaboration tools and AI-assisted productivity solutions.Holders of valid TTPS, QMAS or IANG status are welcome to apply.