Join a global leader in private aviation, offering access to an ultramodern fleet of private aircraft through fractional ownership, leasing and jet cards. Together, our employees in North America and Europe work to provide Flexjet aircraft Owners with the finest experience in premium private jet travel.
POSITION SUMMARY
The Vice President, Owner Services (Europe) is responsible for leading and enhancing the end-to-end owner experience across Flexjet's European operation. This role will focus on developing and executing strategies that strengthen owner satisfaction, loyalty, retention, and advocacy while ensuring service delivery reflects Flexjet's commitment to luxury, personalisation, and operational excellence in addition to leading and developing a team to ensure company-wide success.
The Vice President oversees all aspects of the Owner Services function, including relationship management, owner communications, issue resolution, service recovery, customer experience programs, and strategic initiatives designed to elevate the overall owner experience. Working collaboratively with Flight Operations, Scheduling, Sales, Maintenance, Marketing, Finance, and other key business functions, this leader serves as the voice of the owner and champions a culture of exceptional service throughout the organization.
DUTIES & RESPONSIBILITIES
Strategic Leadership
Develop and execute the European Owner Services strategy in alignment with Flexjet's overall business objectives.
Serve as the executive advocate for the owner’s experience across all business functions.
Establish and monitor service standards, operational metrics, and continuous improvement initiatives.
Identify opportunities to enhance owner engagement, loyalty, and retention through innovative service strategies.
Partner with senior leadership to ensure customer-centric decision-making throughout the organization.
Owner Experience Management
Oversee the delivery of a seamless, personalized, and high-touch owner experience throughout the ownership lifecycle.
Ensure owners receive proactive communication, exceptional responsiveness, and tailored service solutions.
Lead owner satisfaction initiatives and implement programs that strengthen long-term relationships and brand loyalty.
Act as the executive escalation point for complex owner concerns and service recovery situations.
Champion a culture of hospitality and service excellence that consistently exceeds owner expectations.
Team Leadership & Development
Lead, mentor, and develop a high-performing Owner Services organization across multiple European markets.
Foster a culture of accountability, collaboration, engagement, and continuous learning.
Establish succession planning and leadership development strategies within the department.
Drive employee engagement initiatives that support service excellence and organizational growth.
Operational Excellence
Monitor owner satisfaction, retention, Net Promoter Score (NPS), and other key performance indicators.
Leverage customer insights and analytics to identify trends and drive improvements.
Collaborate with Operations, Scheduling, Maintenance, and Sales teams to optimize service delivery.
Ensure consistency of service standards across all European operating regions.
Develop and maintain procedures that support efficient and effective owner support.
Stakeholder Engagement
Build strong partnerships with internal stakeholders to ensure alignment and seamless delivery of services.
Partner with Sales and Marketing teams to support owner acquisition, onboarding, retention, and engagement initiatives.
Represent Owner Services within executive leadership discussions and strategic planning efforts.
Support owner events, relationship-building opportunities, and brand experience initiatives.
Risk Management & Compliance
Ensure Owner Services practices comply with applicable company policies, regulatory requirements, and data privacy standards.
Support the effective management of service-related…