International Airport of Heraklion, Crete S.A. is currently looking for :
Customer & Operations Excellence Manager
Οversees the preparation and operational readiness of the landside and terminal prior to its opening, as well as ensuring the smooth day-to-day operations of the landside and terminal once it becomes operational.
Pre-Opening Responsibilities
- Develops and implements all necessary SOPs for landside and terminal operations, manuals and guidelines for customer experience staff, including coordination with security, maintenance, housekeeping, and other operational departments
- Ensures compliance with local and international aviation regulations, safety standards, and local laws
- Collaborates with the Technical Division to ensure that all landside and terminal facilities and infrastructure are completed according to design specifications and are operationally ready.
- Conducts inspections and identifies any gaps or issues in the construction that may affect the operations.
- Identifies potential delays or risks
- Collaborates with the IT teams to ensure that all systems are in accordance with design specifications and are functioning correctly
- Works with relevant stakeholders (airlines, ground handlers, security providers, IT, government bodies etc.) to integrate their systems and procedures effectively into the landside and terminal operations
- Works with relevant stakeholders (airlines, ground handlers, security providers, IT government bodies) and appointed service providers to set and agree SLAs and KPIs to measure and monitor performance including customer experience measures
- Ensures all systems and staff are prepared for the operational launch, support and participate in ORAT activities in preparation for the airport opening
- Oversees training for all relevant stakeholders, including airport staff, contractors, and service providers
- Supports the procurement process for all necessary operational equipment, signage, and services, ensuring timely delivery and installation
- Oversees the selection and management of service providers, including the negotiation and agreement of SLAs and KPIs, ensuring that contracts are in place and service levels have been agreed upon
- Serves as the primary liaison, with respect to landside and terminal operations, between the airport authority, construction teams, airlines, service providers, regulatory agencies, and other relevant parties
- Coordinates with the Ground Transportation Hub (GTH) operator and any other landside/city side operator (e.g. Car Parks), in conjunction with the Commercial team, to align SOPs, processes SLAs and KPIs between landside/city side, terminal operations and GTH to ensure a seamless process and Customer Experience throughout the Customer Journey
- Provides regular updates to senior management and to stakeholders on progress and readiness for opening
Post-Opening Responsibilities:
- In coordination with APOC and all other internal and external stakeholders, develops operational plans for landside and terminal to consider expected passenger loads, special events, VIP movements, planned maintenance activities or similar etc to ensure resources are available and deployed to meet demand and maintain service standards
- Coordinates with APOC, stakeholders (Airlines, Tenants, Authorities etc) for information to be conveyed to/from airport users to ensure timely and accurate information is always available to maintain the operation
- Oversees day-to-day operations of the landside and terminal once it becomes operational, ensuring that all functions across the Customer Journey (Access points, car parks, drop zones, GTH, check-in, trolley management, baggage handling, facility care, security screening, immigration, etc.) are running smoothly
- Acts as a point of contact for day to day issues arising from airlines, ground handling agents, tenants, retail operators, and other service providers and in coordination with APOC, as needed, seeks resolutions
- Monitors passenger flows, identifies and mitigates bottlenecks
- Manages landside and terminal facilities including commercial concessions, for cleanliness, maintenance issues, safety and emergency readiness
- Coordinates with Security Operations management to maintain a secure and safe environment for passengers and staff that is compliant with local and international regulations
- Monitors and analyses KPI customer experience performance data.
- Monitors and analyses standards, SLAs and performance metrics agreed with service providers, identifies trends and implements corrective actions, ensuring optimal service delivery
- As required participates and/or leads service quality audits such as ASQ and Skytrax.
- Seeks to continuously improve Customer Experience.
- Handles customer complaints (including from airline and other stakeholder complaints), feedback, and suggestions, aiming to continuously improve the terminal's services.
- Monitors corrective actions and time to implement resolutions.
- Provides complaint data reports regularly
- Manages Customer Experience operational staff, ensuring they are adequately trained and motivated to deliver high-quality services to passengers, and that they are efficiently allocated and deployed across the landside and terminal at key touch points to assist Customers and ensure all facilities operate in an optimum manner
- Fosters a strong customer service culture, providing ongoing training and feedback to staff members
- Sets, monitors and reviews performance targets for staff
- Ensures adherence to health, safety, and security protocols by all staff and contractors
- Maintains an ‘up to date' risk register and conducts regular safety audits, emergency drills, and compliance checks
- Oversees budgetary and financial management for terminal operations, ensuring cost-effectiveness without compromising quality or safety, as well as providing data and information required for the preparation of annual budgets
- In coordination with internal and external stakeholders, develops Business Continuity Plans for the landside and terminal operation, deploying those plans as required or when directed by AOCC, EOC etc
- Ensures that all systems and processes comply with relevant laws, regulations, and standards.
- Conducts regular audits to ensure compliance
Requirements:
- Bachelor's degree in Airport Management, Aviation, Business Administration, or a related field
- At least 10-15 years of experience in airport or terminal management, with a focus on operational readiness, construction coordination, or project management
- Experience in ORAT and pre-opening phases of airport operations is highly desirable
- Strong knowledge of airport operations, including security, safety, customer service, and regulatory compliance.
Competencies:
- Excellent leadership, communication, and problem-solving skills
- Strong organizational and multitasking abilities, with attention to detail
- Commitment to improving passenger experience and ensuring operational efficiency with a customer-centric approach
- Ability to lead diverse teams and coordinate across departments
- Ability to manage multiple tasks and deadlines effectively
- Strong written and verbal communication skills for stakeholder coordination and reporting
- Ability to quickly identify issues and develop effective solutions
- Ability to work under pressure, remain calm during crisis
- Willingness to work night shifts