Vice President of Owner Services, EU

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 risks and customer issues.
• Balance owner satisfaction with operational requirements, safety standards, and business objectives.

EDUCATION & EXPERIENCE

• Bachelor's degree in Business Administration, Aviation Management, Hospitality Management, Communications, or a related field preferred or equivalent combination of education and/or experience.
• Progressive leadership experience in customer experience, owner services, relationship management, luxury hospitality, aviation, or a similarly client-focused environment.
• Proven experience leading large, geographically dispersed teams across multiple countries.
• Strong experience in developing and implementing customer experience strategies for luxury, premium, or high-net-worth clientele.
• Demonstrated success improving customer satisfaction, retention, and loyalty metrics.
• Experience managing executive-level customer escalations and complex service recovery situations.
• Previous experience within business aviation, private aviation, luxury travel, hospitality, yacht management, or other ultra-high-net-worth service industries.
• Knowledge of European aviation operations and regulatory environments desired.

REQUIRED SKILLS & QUALIFICATIONS

• Exceptional leadership and people management skills with the ability to inspire, coach, and develop high-performing teams.
• Strong strategic thinking and business acumen with the ability to translate vision into measurable results.
• Outstanding relationship management and stakeholder engagement capabilities.
• Executive presence with excellent verbal, written, and interpersonal communication skills.
• Deep understanding of luxury service expectations and customer experience best practices.
• Proven ability to manage complex situations with professionalism, discretion, and sound judgment.
• Strong analytical and problem-solving skills with the ability to leverage data to drive decision-making.
• Ability to influence and collaborate effectively across multiple departments and levels of the organization.
• Demonstrated commitment to service excellence and continuous improvement.
• Ability to travel throughout Europe as business needs require.