Business Development Manager at Air France-KLM

Air France-KLM

Business Development Manager

• Responsible for the creation and management of all High Value Customer and VIP events in the USA
• USA Customer Experience Liaison: 
     o	Subject matter expert for USA as it relates to all customer experience projects and developments
     o	Liaison between USA Airport Teams and USA Commercial Team
• Station Marketing Liaison:
     o	Manage the development of action plans and materials with the USA Airport Teams for activation 
        of relevant company, cultural, and holiday events among our passengers
     o	Point of contact for USA stations for brand, logos, guidelines and signage
     o	Coordinate and ensure accurate visibility and signage at local USA airports
• USA NPS
     o	Manage the development of reporting, monitoring and communication of USA NPS performance, 
        and potential improvement opportunities
     o	Create yearly action plan with targets and initiatives to coordinate with different stakeholders in 
        various departments
• Partnerships Management

Customer Experience Specialist USA

Responsible for the handling of a select group of high value customers in the US, with the purpose of maintaining and further developing relationships. Also responsible for developing and organizing customer centric events, and work transversely with Brand Visibility and Marketing Intelligence.
Represented the company at client and sponsored events and acted as an ambassador of the brands. 

Key Responsibilities: 

- Customer Relationship Management
- Quality of services
- Portfolio Development

Customer Relationship Specialist USA

Responsible for the safety, security, service delivery within the passenger services department.
In line with company policy and procedures, managed a team of agents, performed administrative activities as needed, and supported the actual handling of flights.

Key Responsibilities:

• Supervised and coordinated passenger handling activities according to company standards of safety, 
  quality and customer satisfaction
• Facilitated service recovery activities in case of irregularities
• Ensured the effective and on-time check-in, ticketing, boarding processes, in order to meet or exceed 
  minimum operating standards
• Followed-up of staff performance & disciplinary actions as appropriate
• Conducted yearly performance appraisal reviews
• Ensured that all federal and local security measures are adhered to (T.S.A., C.B.P., Police)

Station Supervisor

Carried out tasks to ensure the company's objectives are achieved in the area of ground operations: preparation of data for flight planning, oversaw and monitored the ramp turnaround activities, enforcing the aircraft arrival and departure procedures. 

Key Responsibilities:

• Coordinated the daily ramp operation
• Responsible for the turnaround coordination of flights, enforcing all company and local 
  procedures for safety and security 
• Ensured compliance with company standard's for safety, security, punctuality and all applicable 
   procedures
•  Coordinate the loading documents and related information
•  Monitored flight movements and activities to proactively provide all possible support and assistance 
   as necessary
•  Monitored the level of service delivered by the ground service providers.

Aurelien Uhrik