Company Description
CW Flight is an established and growing organization that specializes in providing exceptional aviation services, from Cirrus Authorized flight training to aircraft management, maintenance, and pilot services. Our mission is to deliver personalized experiences to our clients while maintaining the highest standards of safety and quality. We pride ourselves on our dedicated team and a culture of collaboration and professionalism.
Role Description
Do you take pride in your work? Do you enjoy growth and learning? Do you appreciate being rewarded for your performance? Do you have sales experience and a passion for aviation? If so, this Client Relations Manager with CW Flight (SLC) may be perfect for you!
This is a full-time, on-site role for a Client Relations Manager, located at the CW Flight SLC office (Salt Lake City International Airport). The Client Relations Manager will be responsible for managing client relationships, addressing inquiries and concerns, ensuring client satisfaction, and enhancing overall service quality. Key responsibilities include building and maintaining strong partnerships, coordinating with internal teams to meet client needs, resolving client issues efficiently, and identifying opportunities for account growth and service improvement. The role requires close collaboration with clients and team members to provide tailored solutions and maintain the highest standards of customer experience.
Duties and Responsibilities
(i) Flight Training Advisement
- Respond to lead inquiries and follow up in a timely manner
- Utilize CRM systems to track client leads, maximize scheduling and develop client relationships
- Develop relationships with prospective & existing clientele via phone call, text message, email and in-person consultation
- Counsel clients on training needs for certification programs (e.g. Private Pilot or Instrument Rating)
- Develop client training schedules and coordinate aircraft and instructor resources
- Coordinate personalized consultations with potential clients
- Follow up with training clients on consistent schedule
- Manage and update client accomplishment lists and post-checkride gouge tracking
- Other tasks as assigned by Director of Operations
(ii) Marketing and Promotion
- Assist with the planning and execution of social opportunities for CW Flight clientele
- Distribute digital/physical training materials and informational brochures
- Collaborate with leadership to strategize marketing campaigns
- Follow up on potential leads & reach out to non-active clients
(iii) Instructor/Client Scheduling Management
- Maintain instructor-client pairing schedules
- Hold periodic meetings with instructors for client insight and retention strategies
- Reassign clients to new instructors when necessary
- Review Client List to identify expired currency and coordinate next Recurrent.
(iv) Record keeping & Database Management
- Audit client records to assure files are complete and current
- Conduct on-boarding and regular follow ups with clients
- Maintain and manage TSA Security Training
- Ensure NTSB & FTSP compliance with flight training for non-US citizens
Qualifications
- Relationship management, client communication, and problem-solving skills
- Strong organizational, time management, and account management abilities
- Ability to collaborate effectively with cross-functional teams
- Available to be physically present at CW Flight during normal business hours and occasional after-hour events
- Proficiency in CRM tools and online software applications
- Proven experience in sales, hospitality, or a related field
- Flexibility to manage multiple tasks and prioritize work effectively
- Experience in aviation or travel industry
- Bachelor's degree in Aviation, Business Administration, Communication, or a related field, or equivalent experience is a strong advantage
- Experience with regulation, certification and compliance in government or legal capacity.
