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88,000+ live jobsManager, High Value Customer (HVC) Service Design and Communications
On-site in Madrid·Added 19 days ago
Overview
Requirements
Have the right to work in Spain
Iberia doesn't mention sponsorship in the ad.
Speak fluent Spanish
Listed as a requirement in the ad.
Work in English
English is required, per the ad.
Work on-site in Madrid
No relocation package mentioned.
Have 7+ years of experience
Lead-level role.
University degree
“Titulación universitaria.” — per the ad.
This job was automatically translated to English.
Requirements
What we're looking for
Your knowledge and requirements:
- University degree.
- Fluent command of Spanish and English.
- Postgraduate studies in Customer Experience, Strategy, or Digital Transformation will be valued.
Skills
- Demonstrable capacity for leading people and teams.
- Strong customer orientation.
- Strategic vision and thinking.
- Excellent stakeholder management skills.
- Strong communication and influence skills.
- Data-driven decision making.
- Innovative mindset.
- High adaptability.
- Solid project management competencies.
Experience
- At least 7-10 years of experience in:
- Customer Experience projects, Premium Customer Management, CRM, Consulting, or Customer Strategy.
- Customer journey design and communication strategies.
- Leading transformation initiatives for customer service models.
- Management of multidisciplinary teams.
- Experience working with premium customer segments will be especially valued.
The role
We are the largest Spanish airline and leader between Europe and Latin America; we belong to the IAG airline group and are part of the oneworld alliance. Our goal is to always be the best travel option for our customers and to make them feel that what matters most to us is their safety and the quality and experience of their journey. In addition to the airline, we also have aircraft maintenance as a complementary business.
What you'll do
As High Value Customers Servicing Design and Communications Manager, your role will be to lead the communication strategy, the premium service model, and the service recovery framework, managing its transversal implementation across the entire organization and ensuring continuous improvement through the analysis of the voice of the customer, operational performance, and data-driven decision-making.
The person responsible leads the Communication and Service team, driving the execution of the HVC roadmap and balancing customer expectations, operational excellence, and business objectives.
Responsibilities/Functions:
- Define the strategic roadmap for High Value Customer (HVC) Communications and the Premium Service model.
- Lead, guide, and develop the Communication and Service Recovery analyst team.
- Establish governance, standards, and priorities for premium communications and service.
- Ensure alignment between the customer experience strategy, commercial priorities, and operational capabilities.
- Promote a customer-centric decision-making culture throughout the organization.
- Lead the comprehensive communication strategy for Business and premium segment customers.
- Define premium communication principles, personalization criteria, and the proactive contact strategy.
- Be responsible for the premium service model and service recovery at all customer touchpoints.
- Define premium service protocols, escalation criteria, and incident and disruption management frameworks.
- Ensure consistency between operational, commercial, and loyalty communications.
- Supervise customer-related performance indicators and identify continuous improvement opportunities.
- Drive pilot projects, innovation initiatives, and new capabilities oriented toward premium customers.
- Lead the relationship with the Loyalty, CRM, Digital, Brand, Customer Experience, Operations, Airports, and Customer Service areas.
- Coordinate the implementation of premium initiatives across multiple operational teams.
- Ensure that business priorities, operational execution, and customer expectations remain aligned.
- Represent the High Value Customers area in strategic and transformation initiatives.
- Lead the continuous evolution of the experience model for Iberia's premium customers.
- Drive new digital capabilities that support premium communications and service.
- Promote data-driven improvements through the analysis of customer information, key performance indicators (KPIs), and feedback.
- Collaborate with Technology teams and various IAG stakeholders when necessary to enable new customer-oriented capabilities.
How you'll work
NEO building location.
description
Our company
About Iberia
Iberia is the flag carrier airline of Spain and one of the largest airlines in Europe, operating a broad international network from its hub at Madrid-Barajas Airport. The company is part of the International Airlines Group (IAG), alongside British Airways, Vueling, and LEVEL, and is a founding member of the Oneworld alliance. With a fleet of over 100 aircraft, Iberia serves more than 100 destinations across Europe, the Americas, Africa, and the Middle East, and is a major player in the maintenance, repair, and overhaul (MRO) sector, with its own hangars and workshops in Madrid.
Iberia has a significant presence in Spain, with its headquarters and main operational base in Madrid, and a major maintenance hub in La Muñoza. The company is a key employer for aviation professionals in Spain, particularly for engineers, technicians, and pilots. For international hires, Iberia offers a multicultural work environment and the opportunity to work in a leading European airline, with roles ranging from aircraft maintenance and engineering to commercial and digital positions. The company's culture emphasizes technical excellence and operational safety, and it is a relevant option for professionals looking to relocate to Spain.
- Industry
- Aviation
- Founded
- 1927
- Employees
- 20,000–50,000
- Headquarters
- Madrid, Spain
- In Spain
- Madrid, Barcelona, Palma de Mallorca
- Website
- iberia.com
Good to know if you are moving
- Iberia is part of the International Airlines Group (IAG), a multinational holding, which can offer opportunities for internal mobility across its airlines (British Airways, Vueling, etc.).
- The company's official working language is Spanish, but English is widely used in technical documentation and in many operational areas, making it accessible for international professionals.
- Iberia has its own MRO (Maintenance, Repair, and Overhaul) division with large facilities in Madrid (La Muñoza), offering specialized roles for aircraft maintenance engineers and technicians.
- The company runs a specific training program for new maintenance technicians (Programa de Formación), starting in October, which can be an entry point for international candidates.
- Many roles, especially in engineering and maintenance, require EASA Part-66 licenses or equivalent certifications, which are internationally recognized and can be a valuable asset for professionals.
In their own words
About the company & team
At Iberia, we value that our professionals are an example of behaviors for customers, but also within the team. We expect all new hires to be an example of these.
Your role:
Talent at Iberia
We value that our professionals are an example of behaviors for customers, but also within the team. We expect all new hires to be an example of these.
- We are one and diverse: You work in a coordinated, open, and collaborative manner pursuing a common goal in a diverse and inclusive environment.
- We put soul and passion: You make things happen by fully committing to everything you do.
- We reinvent tomorrow: You look for new and different ideas to solve problems.
- We connect with our customers and colleagues: You always want to go a step further than expected with a smile and a pleasant manner.
- We make it simple and efficient: We focus on what's important, analyzing situations and eliminating what doesn't add value.
- We carry safety in our DNA: We work with the attention and care of the first day: in every ground operation, in every flight. We know the processes and apply them rigorously.
Additional information
Our commitment to Diversity and Inclusion
At Iberia, we are one and diverse. We are a faithful reflection of today's society and have teams with very diverse profiles that enrich us to be more creative and innovative.
We believe in talent without labels and are fully committed to offering the same professional opportunities to everyone. Therefore, all decisions in our selection processes are based exclusively on the competencies, skills, and knowledge necessary for the performance of the position.
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