Head of Customer and Product Sales

Head of Customer & Product Sales | 
Glasgow, Hybrid 

About the Role
Our client is seeking a strategic, customer-focused leader to head their Customer & Product Sales function. This role oversees customer service, commercial sales, contact centres and travel agency relations- driving revenue growth, strengthening partnerships and elevating the end-to-end customer experience.You’ll shape customer and product strategy, champion a customer-first culture and lead talented teams who genuinely care about delivering exceptional service. A key part of the role is using CRM insights to optimise journeys, communications and sales performance, while ensuring the right balance between automation and human interaction.

 
Key Responsibilities: 

• Develop and deliver customer and product strategies using CRM-driven insights

• Lead and inspire customer-facing teams to meet service and commercial objectives.
• Influence senior leadership on customer, product and ancillary revenue strategy.
• Enhance customer interactions through CRM optimisation and future-fit tools, including AI.
• Oversee contact centres, digital support, social media and passenger relations.
• Drive improvements in NPS, CSAT and overall service quality.
• Manage product performance across B2B, B2C, corporate, trade and digital channels.
• Maintain strong relationships with travel agents, tour operators and corporate partners.
• Support ancillary revenue, pricing alignment and product campaigns.
• Ensure compliance with regulations, brand standards and customer experience expectations.
• Lead on escalations, sensitive cases and continuous improvement across operations.

 
Skills & Experience

• Senior leadership experience within aviation, travel, hospitality or similar customer-led sectors.
• Strong commercial acumen with a track record of driving revenue and customer outcomes.
• Deep understanding of customer journey design and service operations.
• CRM expertise; HubSpot experience is a clear advantage.
• Strong stakeholder management, communication and team leadership skills.
• Experience with GDS systems, digital channels, automation and AI tools is desirable.
• Passion for aviation and knowledge of industry trends is beneficial.

 
Personal Approach
A collaborative, proactive leader who builds strong internal relationships, embraces new technologies and challenges existing processes to improve service and revenue.
Benefits

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