Customer Affairs Manager (Italy)

About the role

The Customer Affairs Manager will lead a team of Customer Affairs Officers in Italy, ensuring that service failures are thoroughly investigated and that effective recovery actions are taken. The role focuses on restoring customer loyalty, managing compensation processes, and keeping recovery costs within budget for the Emirates/DNATA Group.

Key responsibilities

• Lead and coach a team of three Customer Affairs Officers, allocating work, monitoring performance and driving productivity.
• Investigate service failures, coordinate recovery actions and ensure timely, cost‑effective resolutions.
• Monitor complaints to meet departmental standards for response time, accuracy and tone.
• Re‑investigate escalated cases, intervene in serious issues and negotiate satisfactory outcomes.
• Develop and implement compensation packages and standard correspondence in liaison with Head Office.
• Collaborate with Sales and Service Audit Managers to identify improvement areas and drive service enhancements.
• Plan workload distribution, streamline processes and manage manpower requirements for growth.
• Win back corporate clients who have withdrawn due to dissatisfaction, conducting joint visits with sales teams.

Required profile

• Proven experience managing a customer service or complaints team, preferably in the aviation or travel sector.
• Strong analytical and problem‑solving abilities to identify root causes and drive improvements.
• Excellent communication skills for handling escalations, legal and compensation matters.
• Ability to develop training plans, mentor staff and monitor performance metrics.
• Budget awareness and capability to keep recovery expenses within allocated limits.
• Collaborative mindset to work with cross‑functional teams such as Sales, Audit and Head Office.

Required skills