Director Commercial & Customer Experience - UK

L3 Technologies is a leading provider of a broad range of communication, electronic and sensor systems used on military, homeland security and commercial platforms. Electronics Systems (ES), is one of four L3 business segments, and provides a broad range of components, products, subsystems, systems and related services for military and commercial customers.

The role reports directly to the Vice President of the Airline Academy division, one of the largest pilot training organisations in the world with academies in the UK, USA, New Zealand and Europe. The division is growing double digits in response to growing demand from airline customers around the world.

You will have a team of approximately 30 people and be responsible for the product proposition, commercial performance and satisfaction level for our cadets (NPS) and airline partners.

You will ensure the smooth delivery of our Academy programmes from our customers’ perspective whether they are our airline partners or our retail customer. Working closely with our internal stakeholders, you will ensure the delivery of an excellent customer experience including ensuring all licensing and regulatory requirements are met. You will also manage the team who are the primary operational contact for our airline partners and will have an important role in managing and growing these relationships, in addition to providing them with confidence in the delivery of our programmes. You will lead the selection team and graduate placement ensuring an excellent end-to-end cadet journey which leads to a fantastic career opportunity.

As a self-directed leader, you will be responsible for ensuring we meet our contractual obligations for all academy customers ensuring we track against them and maximize our revenue potential.

Core responsibilities will involve, but not be limited to:

  • Responsibility for Academy product proposition and pricing in light of business plan and competitor market positions.
  • Responsibility for new business bid proposals in collaboration with Academy & Airline Training Sales teams.
  • Accountability for conversion of B2C leads generated by Marketing.
  • Responsible for the management of weekly sales performance to meet plan and to give clarity to Sales and Marketing on what the Academy requires to meet business plan.
  • Lead and develop the key operational and delivery relationships with our key airline partners and in conjunction with Sales and Executive management, contribute and assist with the maintenance of our commercial relationships with these airlines.
  • Leadership of the Airline Academy Careers teams for the UK and Europe, Airline Academy Selection & Placement teams, Customer Experience team, Customer Logistics team and the Training Support team – current and future.
  • Support Airline Academy and CTS Sales/Business Development/industry event activities as an Airline Academy SME both in the UK, Europe and globally - as required.
  • Provide SME to the development and execution of Airline Pilot Career Programmes and Training Courses to both promote and sell to market.
  • Ensure a highly customer-centric, people focus with a strong open and communicative culture – airline partners, trainee sponsors and trainee customers.
  • Liaising with internal stakeholders who are key to the cadet customer journey to ensure smooth delivery of the programme including the Ground School team, the Academy sites, the Sales team, the Marketing team, the Finance team, the Business Planning team and the Strategy team.
  • Lead, develop and motivate your teams setting a clear set of strategic and operational objectives and performance measures and taking the lead role in managing employees to achieve and exceed those objectives.
  • Maximise revenues and control/minimise costs effectively without degradation and operational efficiency/efficacy.


Essential skills and experience:

 Demonstrable experience of inspiring, engaging and leading large teams to deliver business plan

  • Customer-focussed
  • Experienced at leading complex programmes including keeping accurate record of tasks, actions, accountabilities and presenting updates with a suitable dashboard
  • Strong inter-personal skills with experience of influencing external partners, internal stakeholders, building effective relationships and driving change in a collaborative manner.
  • Analytical with the ability to easily understand financial reports.
  • Agile and flexible with high levels of energy and positivity for working in a growing/evolving business.
  • Strong “one team” mindset – a willingness to get involved and support the wider objectives to enable the business to be successful.
  • A problem solving approach that effectively balances appropriate judgment with best practice.
  • Pre-empts any obstacles to progress by anticipating and tackling potential sources of opposition.
  • A good understanding of key drivers within the business and a high level of commercial awareness.
  • Integrity/values driven – commercial but also mindful of the regulatory/legal and morale/engagement risks of decisions.
  • Ability to plan and prioritise effectively across a varied and demanding workload to time and quality deadlines.
  • Demonstrable leadership experience within a business activity involving the provision of either training or education, with a strong focus upon achieving high levels of trainee/customer experience/satisfaction;
  • Relevant management experience in the achievement of sales/business development/revenue generation activities – ideally in the service sector

Note: This Job Description is not intended to be all inclusive. It is designed to indicate the general nature and level of work performed by employees within this job title. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role. The employee may perform other related duties as required to meet the ongoing needs of the organization.


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Application deadline: Jul 08 2019






Airline Academy
Job Type
Southampton, UK
Start date(s)
July, 07.01.2019
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