MANAGER CUSTOMER STANDARDS & TRAINING
Vueling Airlines
Job Purpose
Manage, control, and maintain customer standards across all touchpoints of the customer journey, while designing, developing, and delivering customer experience training for all customer‑facing teams within the airline’s operational and service framework.
Main Accountabilities

Ensure customer standards remain relevant, consistent, and effectively maintained throughout the entire customer journey.
Maintain a clear and measurable framework that drives consistency and operational alignment in customer interactions.
Provide a reliable and up‑to‑date product guide that standardises product knowledge, service expectations, and operational guidelines across all customer‑facing teams.
Ensure that all customer‑facing staff are well‑informed and prepared for seasonal changes, promotional campaigns, and operational adjustments impacting the passenger experience.
Enhance service quality by objectively measuring customer experience performance, identifying gaps, and implementing targeted improvements based on real‑world passenger interactions.
Foster a culture of service excellence by incentivising and recognising high‑performance behaviours among customer‑facing staff, reinforcing company standards and values.
Ensure that all employees and external partners providing customer services receive the necessary training to deliver a consistent, high‑quality, and brand‑aligned passenger experience.
Contribute to an effective crisis management framework by integrating customer service protocols into emergency response procedures, ensuring timely and coordinated action during disruptions.

Main Responsibilities – Tasks

Document, manage, and update customer standards across the entire customer journey, collaborating with business units to ensure they remain relevant, consistent, and effectively maintained.
Establish and uphold a clear, measurable framework for service delivery by continuously refining customer standards, ensuring alignment with operational realities, and driving consistency in customer interactions.
Design, produce, maintain, update, and circulate the product guide, ensuring it reflects current service offerings and operational updates.
Compile and produce the seasonal guide by gathering information from all relevant business areas, running training sessions seasonally to communicate new initiatives affecting the customer journey.
Assess the need for a mystery shopper programme, developing a business case where necessary, and, if implemented, manage the process and work with business units to act on findings.
Develop a business case for a reward and recognition scheme, and if approved, oversee its design, implementation, performance measurement, and ongoing review.
Design, develop, and deliver customer service training across all customer‑facing areas of the business, including handling agents, pilots, cabin crew, and call‑centre staff.
Participate in the Customer Experience emergency response team, ensuring readiness for crisis situations affecting customer service.
Organise and manage the team, promoting their development, teamwork and communication, between collaborators and the rest of the Company.

Main Relationships

Crew: Train cabin crew in customer service excellence, ensuring a high‑quality onboard experience.
Ground: Align customer service standards with ground operations, ensuring a seamless experience from check‑in to boarding and baggage handling.
Operations: Embed customer service training and standards within daily operations to maintain service quality across all touchpoints.
Procurement: Ensure service providers and suppliers meet the company’s customer service standards, especially for training materials and external trainers.
IT: Support the digitalisation of customer service training, providing seamless access to materials, e‑learning platforms, and performance tracking tools.
Commercial: Align customer service initiatives with brand identity, marketing campaigns, and overall commercial strategy.
Network: Adapt customer service strategies to different markets, ensuring alignment with route‑specific passenger expectations and regulatory requirements.
External Providers: Manage relationships with outsourced customer service providers, ensuring compliance with training and service quality standards.

Education

Bachelor’s degree in Business, Hospitality, Human Resources, Aviation Management, or a related field.

Experience

Minimum of 3–5 years of experience in customer experience management, training and development, or service quality assurance.

Competencies

Assertive communication
Drive for results
Team working
Organised
Commitment
Dynamic and enthusiastic
Ability to handle stressful situations appropriately

Languages

English – C1 (Advanced proficiency)
Spanish – C1 (Advanced proficiency)

Other

Proven experience in leading and managing specialist teams.
Managing multi‑stakeholder engagement.
Designing and delivering large‑scale training programmes, with proven ability to create and implement customer service training courses.

Location
Barcelona – Viladecans, Spain
Level
People Manager 4
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