Airways New Zealand Looking for Head of Customer & Stakeholder Management at Christchurch, Canterbury, New Zealand Full Time

• Lead the Customer & Stakeholder Management function at Airways
• Drive the success of Airways’ strategically important relationships
• Auckland or Christchurch location (5 weeks annual leave + flexible working).

About Airways

Our people manage New Zealand’s 30 million square kms of airspace, providing air traffic control, surveillance, communication, flight inspection, mapping, and airspace design services. We work with government, regulatory authorities, airlines, airports, and the general aviation community to ensure pilots, passengers and goods reach their destination – safely. At Airways, our values underpin all that we do. We value Safety, Each Other, Excellence and Success in all that we do.

Our organisation is made up of operational business groups that are supported by governance and corporate services functions. To learn more about our people and organisational structure, check out www.airways.co.nz/about .

About The Role

The People & Partnerships Group manages our people, customer and stakeholder relationships, communications, sustainability, and strategy. They ensure an integrated approach to managing internal and external relationships, promoting a customer-focused and engaged workplace culture. They oversee strategic customer and stakeholder relationships, communications, and the development of the Airways Corporate Strategy, including sustainability. The Group plays a critical role in supporting the business to achieve its objectives by providing high-quality services and advice that is proactive, innovative, and impactful.

Airways is looking for Head of Customer & Stakeholder Management, someone that has strong experience in, and is passionate about, creating, managing and growing relationships across commercial and government environments.

Reporting to the GM People & Partnership, the Head of Customer & Stakeholder Management is responsible for developing, managing, and leading a team focused on achieving excellence in customer and stakeholder management for Airways.

This is an exciting and senior-level relationship role that will oversee and determine the direction and success of Airways’ relationships with strategically important customers and stakeholders. These include our Shareholding Ministers and government officials; airports; airlines; general aviation and the Defence Force. Alongside customer and stakeholder managers, the position will have direct relationships with key stakeholders.

Some Of Your Key Areas Of Focus

• In collaboration with the GM People & Partnerships, support the management of executive-level customer and stakeholder relationships for non-operational matters.
• Develop and deliver a clear vision for relationships and setting and executing a customer and stakeholder strategies that define which issues to focus on and which opportunities to engage with.
• Develop, manage and grow a lasting network of customer and stakeholder relationships with individuals important to the ongoing success of Airways.
• Oversee the development of a customer and stakeholder vision and strategy for Airways’ customers and stakeholders.
• Ensuring excellence in customer and stakeholder satisfaction and retention of business for Airways
• Manage Airways’ Government relations
• Engendering trust and confidence with our customers and stakeholders (including key government stakeholders) through superior relationship management)
• Ongoing assessment of customer and stakeholder needs and feedback and facilitating internal Airways reviews, actions and responses as appropriate.
• Establish appropriate success measurement metrics and regularly seek customer and stakeholder feedback on Airways performance against these, following up with any issue resolution actions.
• Successfully undertaking commercial and/or contract negotiations ensuring Airways financial objectives are achieved.
• Lifting the commercial and customer reputational capability of Airways.
• Promoting Airways as a thought leader and innovator within the aviation industry and the broader business arena.

About You

To be successful in the role, you will have:

• Tertiary qualification in Business or similar fields.
• Strong customer and stakeholder engagement and management experience, ideally within the aviation industry, or experience in mid to large corporate organisations.
• Solid leadership experience in progressively senior roles managing strategic relationships and heading the business unit function.
• Proven experience and track record in developing, managing, growing and institutionalizing complex relationships.
• Building credibility as a strategic partner both vertically and horizontally within the client organisations. Including mapping joint organizational visions and long-term thinking, imagination and idea generation.
• Strong commercial acumen, negotiating, influencing and problem solving skills at executive levels.
• Ability to lead, empower, mentor, motivate and work well with the team.
• Ability to work in a dynamic business environment, influence and collaborate with people internally and externally, show resilience and agility, take ownership and focus on delivering successful business outcomes.

To Apply

If you are interested in this exciting newly created leadership opportunity, please submit your application (CV and Cover Letter) via the job advertisement.

Application closing date is Sunday, 28 January 2024.

Position description Apply now

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