Key Account Lead

The Key Account Lead is responsible for overseeing the end-to-end customer experience across all Contract Flying services, ensuring high service standards, strong client relationships, and consistent delivery against key performance indicators. This role focuses on commercial & operational performance, proactive engagement, stakeholder communication, performance reporting, and continuous service improvement.

Key Responsibilities

·        Report directly to the Head of Charter Services, supporting strategic and operational objectives.

·        Lead customer engagement across all Contract Flying activities, acting as a primary point of contact for key clients, brokers, and stakeholders.

·        Build and maintain strong relationships with customers, ensuring a high level of satisfaction and repeat business.

·        Oversee service delivery performance by monitoring and analysing KPIs, identifying trends, and driving improvements.

·        Produce monthly and quarterly performance reports, translating data into clear insights and actionable recommendations.

·        Develop and deliver engaging internal and external presentations, including client-facing reviews.

·        Plan, coordinate, and lead meetings with stakeholders, including preparation of agendas and detailed follow-up actions.

·        Manage communication channels (email, phone, internal systems) to ensure timely responses and prioritisation of customer needs.

·        Collaborate with internal teams (Operations, Engineering, Flight Support, Finance, etc.) to ensure seamless service delivery.

·        Liaise with external partners such as brokers, airports, FBOs, and ground handling agents to support operational excellence.

·        Support commercial activities including quotations, tender submissions, and opportunity tracking.

·        Oversee invoicing coordination with Finance to ensure accuracy and timeliness.

·        Provide leadership support and cover for team members when required.

·        Identify opportunities to improve customer experience, processes, and engagement strategies.

·        To support with other charter services requests across the department as required.

·        Undertake additional duties as required by senior leadership.

Skills and Knowledge

·        Previous experience in a customer engagement, account management, or service delivery role (aviation or airport environment advantageous).

·        Strong communication skills, with the ability to influence and build relationships with internal and external stakeholders.

·        Commercially focussed with proven ability to develop commercial proposals, pricing models and produce responses to tender and RFP’s.

·        Proven ability to analyse data, interpret performance metrics, and present insights clearly.

·        Highly organised with excellent time management and attention to detail.

·        Proactive mindset with the ability to work independently and escalate when necessary.

·        Comfortable working in a fast-paced, deadline-driven environment.

·        Strong problem-solving and decision-making skills with accountability for outcomes.

·        Advanced proficiency in Microsoft 365 (especially Excel, PowerPoint, Word) and collaboration tools such as SharePoint.

·        Ability to manage multiple priorities while maintaining high service standards.

·        Team-oriented with a strong sense of ownership and commitment. 

Qualifications

·        Strong educational background demonstrating proficiency in English and numeracy.

·        Relevant professional experience preferred; aviation sector knowledge is a plus but not essential.