Enhancing Customer Engagement: European Airline Call Centre Strategy
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Venari Partners was recently instructed by a large European carrier to identify a senior professional to oversee the airline’s call centre strategy. The objective was to find a candidate who was experienced in designing call centre strategy and delivery, in addition to being bilingual (Spanish).
This position required supervision of several call centres spread throughout multiple geographies with the goal being to improve overall customer satisfaction and engagement, in addition to enhancing the sales process and post-sale services. Another significant element to the role that we were asked to consider was the potential for implementing new omnichannel measures to assist the customers such as bots, webchat and other digital/technological innovations. Candidates with demonstrable experience in the area were of great interest to our client.
This search proved to be particularly challenging as the airline had unsuccessfully explored this candidate demographic previously with another executive search company. Through our rigorous search methods, we promised to cover the entire aviation market but we also discussed with the client the need to explore adjacent industries including the wider travel sector, telecommunications and financial services.
The successful hire came from outside of the aviation industry, from telecommunications. She was able to demonstrate that her experience would be valuable to the airline; that she could challenge the existing assumptions in the strategy and successfully identify innovative technologies to be implemented. We are pleased to report that she has bought a fresh perspective to an area of the customer journey in much need of change, not just in this airline client but arguably across the entire airline industry.
- Talent Strategy
- Case Study
- Executive Search
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James Parker is Aviation Director at Venari Partners, overseeing the firm's Aviation & Aerospace practice. With nearly 15 years of experience in executive search, he has built an established reputation across the global aviation industry, developing long-standing relationships with senior leaders at some of the world's leading airlines and aviation organisations. He advises clients on identifying and securing exceptional leadership talent across strategy, commercial, operational, digital, technology and finance functions. Throughout his career, James has partnered with a broad range of organisations, including major international airlines, aircraft manufacturers, MRO providers, low-cost and regional carriers, cargo operators, business aviation companies and airports. His expertise spans senior executive and Board appointments, with particular experience in retained executive search. He also supports clients through interim and consulting solutions, Board advisory, market mapping and leadership assessment. Having played an instrumental role in establishing Venari Partners, James is committed to delivering a better executive search experience for both clients and candidates. Combining deep sector knowledge with an extensive international network and a strong understanding of the aviation talent market, he is a trusted adviser to organisations navigating critical leadership decisions.
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