Summary
Overview
Work history
Education
Skills
References
Timeline
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Jordan Nicholson

Jordan Nicholson

Richmond,Surrey

Summary

I am a career and business driven leader, dedicated to delivering unparalleled service through B2B and B2C channels within the Aviation industry.


Specialising in leading and developing service and operationally responsible teams to drive customer satisfaction, ensure retention & win market share.


Personalisation to client and business needs is core to my
professional approach.


The training and experience gained as an Aviation Manager, working across multi faceted area's of the Business Aviation sector have provided me with the underpinning knowledge & experience to best serve the market.

This, coupled with commercial exposure in Account Management and Leadership within Business Aviation market provides me with a unique skillset in the industry.

Overview

10
10
years of professional experience
5
5
years of post-secondary education

Work history

Manager, Key Accounts and Owner Services

Flexjet Operations Limited
Farnborough, Hampshire
04.2019 - Current


  • Cultivate and guide a dynamic, high-calibre team, instilling a culture characterised by collaboration, accountability and a pursuit of corporate and customer excellence.
  • Recruit, hire and train Customer Service from entry to senior Account Management level.
  • Applying expertise and implementing the Flexjet training and preceptorship program to include customer service excellence, operations feasibility & account management techniques.
  • Engage in regular team meetings, one to ones and personal development plans for all staff. This includes managing staff across multiple offices and countries.
  • Performance management whilst liaising with HR to ensure compliance with safety and regulatory requirements.
  • Managing annual leave requests and building a robust roster across a 365 day a year 24/7 coverage, considering seasonality and peak period trends.
  • Conduct weekly, monthly and quarterly reports outlining project progress, service strengths and service deviations to the Service Review Board.
  • Conduct companywide new hire staff onboarding, presenting the Key Account Management and Owner Services departments
  • Building and nurturing solid relationships with external customers in order to shape and maintain long term, trusted relationships.
  • Accountable for the service delivery of a client base exceeding 100 active fractional customers across a wide portfolio of super midsized & long range aircraft with independent maximum initial capital commitments reaching 24,000,000 USD.
  • Accountable for the contractual management of our customers post ales closure for the entirely of their minimum 5 year commitment.
  • Accountable for the Aircraft Management of privately owned aircraft registered to the AOC.
  • Building B2B relationships between Flexjet and the hospitality and transport industry, including the Maybourne Group, Ferreti Group, Affiliated OneSky safety approved partner vendors & Drivania providing services to our Customers.
  • Proactively identify and cultivate opportunities to better increase staff productivity and streamline existing processes. Drafting new and updated procedural statements and guidelines for company-wide use.
  • Implementation and execution of the launch of new software, both operational and communicative in line with overarching business plans.
  • Developing and implementing operating strategies across multiple company product offerings and sub-departments.
  • Developing and implementing customer categorisation status and protective measures in line with customer profile, share size and possible service deviations.
  • Working consistently and unwaveringly in line with regulatory & safety restrictions across separate Air Operator Certificate.
  • Managing daily service operations through strategic planning.
  • Implementation of scheduling booking procedures to ensure effective and contractually compliant planning.

Senior Broker Sales and Customer Care Executive

Luxaviation and ExecuJet
Luton & Cambridge
07.2018 - 04.2019
  • Utilize company resources, professional experience, and knowledge of the client to plan and execute error-free flight itineraries and schedules.
  • Provide clients with creative solutions to effectively meet their travel needs.
  • Schedule the aircraft and crew, as well as arrange all logistics or services in conjunction with scheduled trips.
  • Understand and explain aircraft and airport limitations, regulations, and other potential impacts to the experience while anticipating needs and providing alternatives.
  • Track aircraft movements in real time to identify potential delays or interruptions to client itineraries.
  • Serve as aviation advisor and contact for all client questions and communication.
  • Become the client expert and advocate, consistently anticipating client needs and expectations.
  • Provide world class service during every interaction with clientele including but not limited to timely, accurate and complete communication with a focus on creating unique, memorable, and personal travel experiences.
  • Serve as the main point of contact for questions on all monthly management bills prepared by accounting department.
  • Assist in compiling monthly / quarterly / annual utilization reporting as requested by client for accounting and tax purposes.
  • Conduct monthly /quarterly / annual state of operations and/or budget reviews with clients as requested.
  • Work with multiple departments to create a seamless travel experience for each client.
  • Liaise with maintenance team on logistics and coordination of planned and unplanned events, effectively communicating details and status to clients.
  • Arrange supplemental lift options internally or externally for clients as needed.
  • Conduct regular reviews with aircraft Lead Captains to optimize crew schedules.
  • Effectively conduct quarterly calls with flight crews to keep lines of communication open and strategize about operational needs.
  • Source and coordinate supplemental crew support as needed.
  • Accurately compile monthly aircraft utilization reports, provided to accounting for purposes of creating client invoices.
  • Send and be the main point of contact for all client monthly bills prepared by accounting department.
  • Liaise with internal teams to identify potential revenue opportunities for clients.
  • Quote and book charter flights in conjunction with Owner flying and release. Use sales tools Avinode to advertise Owner ferry legs to support cost recuperation for unoccupied flying.

Customer Service Team Lead

Harrods Aviation
Luton & Stanstead
02.2017 - 07.2018
  • Present as an assertive first line supervisor to a Customer Service, Operations and Ramp Team ensuring and delivering the highest level of Customer Service on dispatch.
  • Advocating and protecting the reputation and name of Harrods Aviation and demonstrating its difference in a competitive market.
  • Responsible for managing and coordinating all teams to provide a prompt, efficient and discreet service to our customers.
  • Liaise with the Senior Management team and fellow supervisory colleagues to ensure the smooth and safe running of daily Operations at both Luton & Stansted as a whole.
  • People management, performance management, absence management, training and coaching & uniform checks to ensure the successful coordination of the running programme.
  • Allocating staff to flights, liaising with external services such as immigration and 3rd party service providers to providing crew with relevant information.
  • Remaining flexible, exercising prioritisation and multi tasking skill whilst remaining calm and continuing to set a professional example to all teams.

World Class Cabin Crew (FTC)

British Airways
Hounslow
05.2014 - 12.2017
  • First Class trained, Senior Cabin Crew.

Education

A-Levels -

Wootton Upper School Sixth Form College
Bedford
09.2010 - 07.2012

GCSEs -

Wootton Upper School
Bedford
09.2007 - 07.2010

Skills

  • Strategic decision-making & Leadership
  • Company growth and innovation management
  • Regulatory & safety compliance
  • Situational & change management
  • Contractual & shared ownership management
  • Operational strategy
  • Customer service excellence
  • Exemplary communication & Fanatical attention to detail
  • Skynet/FL3xx/Leon/Zendesk/Salesforce/Microsoft 365

References

References available upon request.

Timeline

Manager, Key Accounts and Owner Services

Flexjet Operations Limited
04.2019 - Current

Senior Broker Sales and Customer Care Executive

Luxaviation and ExecuJet
07.2018 - 04.2019

Customer Service Team Lead

Harrods Aviation
02.2017 - 07.2018

World Class Cabin Crew (FTC)

British Airways
05.2014 - 12.2017

A-Levels -

Wootton Upper School Sixth Form College
09.2010 - 07.2012

GCSEs -

Wootton Upper School
09.2007 - 07.2010

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Jordan Nicholson