If you meet the requirement, please call/Whatsapp:
Mr. Andy- (Recruiter)
Mobile: +6016 4916868
Location: Hanoi, Vietnam
Reporting to: CEO
Job Type: Full-time, Expatriate Role
ABOUT US
Belonging to a leading multi-industry group in Vietnam, we are a newly established airline with a bold vision: to become a 5-star airline delivering unparalleled service and experience. Our mission is to redefine excellence in air travel, setting new benchmarks in hospitality, customer satisfaction, and operational quality.
To achieve this, we are seeking a highly caliber Vice President of Services and Quality to lead our customer experience strategy and ensure exceptional service standards across all passenger touchpoints.
ROLE OVERVIEW
The Vice President of Services and Quality will be responsible for developing, implementing, and continuously refining our service excellence framework. This role will oversee inflight and ground service standards, cabin crew training, premium passenger experiences, and overall customer satisfaction. The ideal candidate will bring extensive expertise from a globally recognized 5-star airline and have a passion for delivering exceptional service.
KEY RESPONSIBILITIES
Service Excellence & Customer Experience:
• Develop and implement a 5-star service strategy aligned with the airline’s vision and brand promise.
• Ensure seamless, excellent service delivery across all customer touchpoints, including check-in, lounges, inflight experience, and baggage handling.
• Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) for all customer service operations.
Quality Assurance & Performance Management:
• Design and implement a comprehensive quality monitoring system to ensure consistency and excellence in service delivery.
• Develop customer feedback mechanisms and lead continuous service improvement initiatives based on data insights.
• Conduct regular audits, mystery-shopping programs, and benchmark service standards against top-tier airlines.
Training & Development:
• Work closely with Cabin Crew, Ground Operations, and Training teams to ensure excellent service training programs are in place.
• Oversee the development of customer service training modules, ensuring that staff are equipped with the skills and mindset to deliver premium hospitality.
• Foster a culture of service excellence, empowering teams to exceed customer expectations.
Collaboration & Innovation:
• Partner with key stakeholders, including Catering, Cabin Design, Marketing, and Ground Handling teams, to ensure every aspect of the customer journey reflects our 5-star standards.
• Identify and implement innovative service concepts that differentiate our airline from competitors.
• Stay ahead of industry trends and emerging technologies that enhance customer service.
KEY REQUIREMENTS
• Proven experience in a senior customer service or quality management role at a 5-star airlines.
• A strong record of accomplishment in developing and implementing excellent service strategies.
• Extensive knowledge of hospitality best practices, premium airline services, and luxury customer experiences.
• Exceptional leadership skills with experience managing cross-functional teams and working in a multicultural environment.
• Strong analytical skills and experience using data-driven insights to improve service quality.
• Excellent communication, stakeholder management, and problem-solving abilities.
WHY JOIN US?
• Be part of an exciting, visionary airline from its inception, shaping the future of luxury air travel.
• Lead a team dedicated to delivering extraordinary customer experiences at a global scale.
• Competitive expatriate package, including relocation support and eco-system benefits.
If you are a passionate leader with a commitment to excellence in service and quality, we invite you to join us on this journey to redefine the future of premium air travel.
