Head of Customer & Stakeholder Management

Head of Customer & Stakeholder Management

• Lead theCustomer & Stakeholder Management function at Airways
• Drive thesuccess of Airways’ strategically important relationships
• Aucklandor Christchurch location (5 weeks annual leave + flexible working).

About Airways: Our people manage NewZealand's 30 million square kms of airspace, providing air traffic control,surveillance, communication, flight inspection, mapping, and airspace designservices. We work with government, regulatory authorities, airlines, airports, andthe general aviation community to ensure pilots, passengers and goods reachtheir destination - safely. At Airways, our values underpin all that wedo.We value Safety, Each Other, Excellence and Success in all that we do. Our organisation is made upof operational business groups that are supported by governance and corporateservices functions. To learn more about our people and organisationalstructure, check out . About the Role: The People & PartnershipsGroup manages our people, customer and stakeholder relationships,communications, sustainability, and strategy. They ensure an integratedapproach to managing internal and external relationships, promoting acustomer-focused and engaged workplace culture. They oversee strategic customerand stakeholder relationships, communications, and the development of theAirways Corporate Strategy, including sustainability. The Group plays acritical role in supporting the business to achieve its objectives by providinghigh-quality services and advice that is proactive, innovative, and impactful. Airways is looking forHead of Customer & Stakeholder Management,someone that has strong experience in,and is passionate about, creating, managing and growing relationships across commercialand government environments. Reporting to the GM People & Partnership, the Head of Customer & Stakeholder Management isresponsible for developing, managing, and leading a team focused on achievingexcellence in customer and stakeholder management for Airways. This is an exciting and senior-levelrelationship role that will oversee and determine the direction and success ofAirways’ 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 andstakeholder managers, the position will have direct relationships with keystakeholders. Some of your key areas of focus:

• In collaboration with the GM People & Partnerships,support the management of executive-level customer and stakeholderrelationships for non-operational matters.
• Develop and deliver a clear vision for relationshipsand setting and executing a customer and stakeholder strategies that definewhich issues to focus on and which opportunities to engage with.
• Develop, manage and grow a lasting network of customerand stakeholder relationships with individuals important to the ongoing successof Airways.
• Oversee the development of a customer and stakeholdervision and strategy for Airways’ customers and stakeholders.
• Ensuring excellence in customer and stakeholdersatisfaction and retention of business for Airways
• Manage Airways’ Government relations
• Engendering trust and confidence with our customers andstakeholders (including key government stakeholders) through superiorrelationship management)
• Ongoing assessment of customer and stakeholder needs andfeedback and facilitating internal Airways reviews, actions and responses asappropriate.
• Establish appropriate success measurement metrics andregularly seek customer and stakeholder feedback on Airways performance againstthese, following up with any issue resolution actions.
• Successfully undertaking commercial and/or contractnegotiations ensuring Airways financial objectives are achieved.
• Lifting the commercial and customer reputationalcapability of Airways.
• Promoting Airways as a thought leader and innovatorwithin the aviation industry and the broader business arena.

About You: To besuccessful in the role, you will have:

• Tertiary qualification in Business or similar fields.
• Strong customer and stakeholder engagement andmanagement experience, ideally within the aviation industry, or experience inmid to large corporate organisations.
• Solid leadership experience in progressively seniorroles 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 bothvertically and horizontally within the client organisations. Including mappingjoint organizational visions and long-term thinking, imagination and ideageneration.
• Strong commercial acumen, negotiating, influencing andproblem solving skills at executive levels.
• Ability to lead, empower, mentor, motivate and workwell with the team.
• Ability to work in a dynamic business environment,influence and collaborate with people internally and externally, showresilience and agility, take ownership and focus on delivering successfulbusiness outcomes.

To Apply: If you areinterested in this exciting newly created leadership opportunity, please submityour application (CV and Cover Letter) via the job advertisement. Applicationclosing date is Sunday, 28 January 2024. #J-18808-Ljbffr