Customer Relationship Director

Description:

Mercury GSE is the leading provider of rental, leasing and full-service management of ground support equipment (GSE) serving the broader aviation industry. Since 1948, Mercury GSE has been helping our customers save time and money by providing the newest, best-in-class GSE with flexible rental/leasing/buying options, all coupled with 24/7 customer support. Our vision is to be the premier full-service GSE provider, redefining customer expectations of what GSE rental and leasing should be.

With our top-quality GSE fleet, we support the largest domestic and international passenger airlines, cargo airlines, maintenance repair and overhaul (MRO) companies, ground handling companies along with the US Government and Department of Defense.

Our culture thrives on a cohesive and collaborative team mindset, with our values deeply rooted in communication, creating a customer-focused experience, commitment to quality and positivity. We are a unified team that is continuously discovering the best ways to serve our customers.

JOB SUMMARY

At Mercury GSE, our customers come first and therefore, the relationship we have with each of our customers is what drives our success. We are currently seeking a highly driven, communicative, and collaborative customer-focused individual to join our team as we enter our next phase of growth. The Customer Relationship Director is the face of Mercury GSE for all day-to-day interactions with our existing customers. This individual will work alongside a passionate and collaborative Sales team and report directly to the President - Sales. This team member will manage relationships with large high-profile customer accounts spanning across the aviation industry to include passenger airlines, cargo/freight airlines, MRO and Ground Handling operators, to ensure Mercury GSE is providing best-in-class customer support across our organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Build a trusting and credible relationship with each of our customers. Can quickly obtain, aggregate and process information to make strategic decisions around how to best serve our customers. Holistically, understand the customer’s rental, leasing and purchasing strategy, short-term and long-term goals, financial outlook, so we can best meet their ground support equipment needs.
• Develop and implement effective Customer Relationship management strategies to enhance customer satisfaction, retention and loyalty, including leading proactive discussions around customer retention and upselling.
• Manage and maintain our CRM tools/software. Utilize CRM software to streamline processes, track customer interactions, and analyze data to inform decision making around rental leasing and sales.
• Liaison between our Marketing, Sales, Field Support, Operations, Transportation and Accounting teams for customer inquiries, helping solve customer issues promptly.
• Establish key performance indicators (KPI’s) for Customer Relationship management and generate regular reports to assess the success of CRM initiatives.
• Address customer concerns and issues promptly, solving them quickly to enhance overall customer satisfaction and retention.

Requirements:

EDUCATION AND/OR EXPERIENCE

• Bachelor's degree in business administration, marketing, communications or a related field
• 10+ years proven experience as a Customer Account, Customer Relationship, and/or Business Development Director
• Aviation and/or heavy equipment industry experience a plus
• Understanding of marketing, leasing, sales & operations/logistics
• Excellent relationship building, communication, collaboration and interpersonal skills
• Strong strategic thinking, analytical and problem-solving skills
• Excellent writing and presentation skills
• Highly organized and detailed oriented
• Proficient in CRM software (e.g. Salesforce, Dynamics, HubSpot, Apollo) and MS Office Suite
• Results driven with a focus on continuous improvement

Mercury GSE is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Mercury GSE is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.?All employment decisions at Mercury GSE are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Mercury GSE will not tolerate discrimination or harassment based on any of these characteristics. Mercury GSE encourages applicants of all ages.