Customer Representation Manager

NATS is the UK’s leading air navigation service provider, handling over 2.4 million flights each year. We provide air traffic control services from two control centres and at airports around the UK. We also provide a wide range of commercial products and solutions internationally. Our people are at the heart of our purpose to advance aviation and keep the skies safe.

Closing date - Sunday 5th October 2025

Job Purpose/Overview:

We have a fantastic opportunity for a Customer Representation Manager (CRM) to join our Customer team within Operations. Reporting to the Head of Customers and Stakeholders, the role of the Customer Representation Manager is to represent our Airline customers within NATS, championing the Customer teams’ purpose of being the voice of the customer, continuously challenging the business to deliver for them and ensuring they’re at the heart of everything we do.

Other Duties Include:

• Acts as the internal voice of the customer. Demonstrates a comprehensive understanding of our various airline customer’s business models, operational challenges and priorities.
• Continuously challenges the business to deliver on customer priorities and proactively seeks out opportunities for improvement. Ensures these priorities are appropriately communicated and used to influence NATS En Route Limited’s (NERL) future strategy.
• Ensures ‘Customer’ is at the heart of everything we do. Actively promotes and brings our customers to life within the organisation and ensures they are understood and considered in all decision making.
• Ownership and delivery of assigned responsibilities and accountabilities within the Customer teams remit.
• Manages and delivers ‘best in class’ customer engagement and consultation across the business in line with departmental purpose and agreed service provision whilst ensuring department owned License (NERL) compliance requirements are satisfied.
• Facilitates face-to-face and virtual customer bi-laterals at both working and senior management level.
• Represents our customers, the Customer team and the business respectively at relevant internal and external stakeholder meetings as directed by the Head of Customers and Stakeholders.
• Acts as voice of NERL to demonstrate our delivery against customer priorities, enhancing our reputation.
• Delivers departmental and personal objectives in support of the Customer teams Business Plan, ensuring commitments are met in line with expectations.
• As part of the NATS Incident Management Support System, acts as the Air Traffic Incident Co-ordination and Communication Cell (ATICCC) Chair and supports roster requirements to ensure 24/7 coverage.
• Completion of any duties or projects assigned by the Head of Customer and Stakeholders that improves the service delivery of the Customer team.

Essential Skills and Experience:

• Degree or equivalent of knowledge acquired through experience, other qualifications and training/development.
• Significant experience in a customer/stakeholder relationship/operational management role.
• Good knowledge of NATS operations, organisational structure, strategic direction and business activities.
• Good knowledge of UK/European Air Traffic Management
• Good knowledge of airline operations, flight planning and navigation functions.
• Strong interpersonal skills to cope with a range of situations including facilitation, communication, presentation, influencing, conflict handling and negotiation.
• Strong drive and pro-active approach to delivering and developing the Customer team purpose in line with NERL’s future strategy.
• Ability to represent NATS domestically and internationally with senior stakeholders/management across a broad range of technical and strategic subjects.
• Ability to analyse complex situations or scenarios and develop options.
• Willingness to travel for customer/stakeholder engagement meetings.

Additional Vacancy Information:

We are proud to offer a fantastic total reward package to help you thrive both personally and professionally - for more information on what NATS can offer you please visit - Why NATS?

We have adopted agile working to provide greater flexibility and increased choice over working arrangements, with the opportunity for this role to work in our modern office facilities as well as remotely. Find out more here.

If you share our passion to advance aviation and keep the skies safe – we would like to hear from you whatever your age, sex, race, faith, sexual orientation, gender identity, gender expression, visible or invisible disability. Individuals that bring different perspectives, skills, life experiences and backgrounds help us be at the forefront of our industry.