Head of Customer and Product Sales

Head of Customer & Product Sales | 
Glasgow, Hybrid 

About the Role

Our client is looking for an experienced, customer-centric leader to take ownership of their Customer & Product Sales function. This is a strategic role with responsibility across customer service, commercial sales, contact centre operations and travel trade partnerships - all with a clear focus on driving revenue growth and delivering an outstanding end-to-end customer experience.

You’ll set the direction for customer and product strategy, embedding a customer-first mindset across the organisation and leading high-performing teams who are passionate about service excellence. A strong emphasis will be placed on using CRM insight to improve customer journeys, personalise communications and maximise sales performance, while striking the right balance between digital automation and human interaction.

Key Responsibilities

• Define and deliver customer and product strategies informed by CRM data and insights.
• Lead, motivate and develop customer-facing teams to achieve service, sales and commercial targets.
• Act as a senior voice on customer experience, product development and ancillary revenue strategy.
• Optimise customer journeys through CRM enhancement and future-ready tools, including AI and automation.
• Oversee contact centres, digital support channels, social media and passenger relations.
• Drive measurable improvements in NPS, CSAT and overall service performance.
• Manage product performance across B2B, B2C, corporate, trade and digital channels.
• Build and maintain strong relationships with travel agents, tour operators and corporate partners.
• Support pricing alignment, ancillary revenue growth and product-led campaigns.
• Ensure regulatory compliance, brand consistency and high customer experience standards.
• Lead on escalations, sensitive cases and continuous improvement initiatives across operations.

Skills & Experience

• Proven senior leadership experience within aviation, travel, hospitality or a comparable customer-driven sector.
• Strong commercial mindset with a demonstrable track record of driving revenue and customer outcomes.
• In-depth understanding of customer journey design, service delivery and operational excellence.
• Hands-on CRM expertise; HubSpot experience is highly advantageous.
• Excellent stakeholder management, communication and people leadership skills.
• Experience with GDS platforms, digital channels, automation and AI tools is desirable.
• A genuine interest in aviation and awareness of wider industry trends is beneficial.

Personal Attributes
A collaborative and forward-thinking leader who builds trusted relationships, embraces innovation and isn’t afraid to challenge the status quo to improve both customer experience and commercial performance.

Benefits

• Airline staff travel scheme
• Flexible working options
• Health & wellbeing programme
• Life assurance
• Pension with up to 6% employer contribution
• Gym and lifestyle discounts
• Free annual flu jab
• Annual leave purchase scheme