Customer Account Manager

Salary: £53,968 to £62,000 per annum dependent upon experience

Contract Type: Permanent – Full Time

Security Level: BPSS

Visa Restrictions: This position does not offer visa sponsorship

Closing Date: Wednesday 4th November 2026

Interview Date: W/C Monday 23rd November 2026 – these will be at our London Office in Westferry

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

The Role

The purpose of the Customer Account Manager role is:

• To build and maintain trusted relationships with customers (airline operators to begin with), ensuring they receive excellent service, achieve their desired outcomes, and remain satisfied with the CAA's products and services.
• To act as the primary point of contact for customers, balancing customer needs with business objectives to support customer success, industry growth, and readiness for future industry and regulatory change.
• To deliver effective account management that drives customer satisfaction, identifies opportunities to add value, and supports long-term partnership growth. This role will be of strategic importance.
• To ensure services are delivered in line with agreed expectations, proactively identifying opportunities for continuous improvement, service enhancement, and commercial sustainability.
• To represent the voice of the customer within the organisation, working collaboratively with internal stakeholders to promote service excellence and mutually beneficial outcomes. Internally coordinating teams across SARG.
• Acting as custodian of the "One Customer Picture", ensuring customer intelligence is accurate, complete, validated and maintained.  Collating intelligence from customer engagement, operational teams, applications, audits, findings, risks, escalations and future demand signals.
• Present information at every level within the CAA and customer organisation as and when needed.

Core Accountabilities

• Accountable for building and maintaining effective relationships with assigned customer accounts, fostering trust and long-term partnerships. This includes owning the health of the relationship with a particular customer (operator).
• Accountable for understanding customer needs and ensuring services are delivered in line with agreed expectations and organisational standards.
• Accountable for contributing to the achievement of the CAA's strategic, operational, and commercial objectives through effective customer account management.
• Accountable for supporting customer satisfaction and growth through proactive account management and effective relationship development.
• Accountable for monitoring customer satisfaction, managing risks and issues, and driving actions that improve the overall customer experience.
• Accountable for the health of the relationship between a particular customer and the CAA.
• Accountable for bringing together the ‘One Customer Picture’ necessary for customer account management meetings with both internal and external senior management.
• Responsible for acting as the primary point of contact and trusted advisor for customers, ensuring timely and effective engagement.
• Responsible for representing and advocating for customer requirements within the CAA, coordinating support and collaboration across internal teams.
• Responsible for identifying opportunities for service improvement, increased customer value, and long-term partnership development.
• Responsible for maintaining accurate account information, customer records, engagement plans, and performance reporting.
• Responsible for developing and maintaining account and engagement plans that support customer success and align with the CAA's strategic objectives.
• Responsible for building knowledge of industry developments, regulatory changes, and emerging trends to provide informed support to customers.
• Preparing, facilitating and contributing to governance activities, including portfolio reviews and customer account reviews.
• Conducting regular customer account reviews focused on future planning, preparedness and growth.
• Facilitating portfolio reviews to gather intelligence, identify risks and coordinate actions.
• Identifying duplication, inefficiencies and customer impacts and working with internal stakeholders to improve coordination.
• Responsible for working collaboratively with colleagues and stakeholders to ensure customer commitments are met and issues are resolved effectively.
• This role will support the Customer Account Operations Manager in ensuring the maintenance and improvement of the Customer Account Management model.
• Accountable for the quality, relevance and effective use of customer intelligence to support customer engagement, decision-making and portfolio coordination.
• Working closely with the Customer Account Management Analyst to interpret customer intelligence, identify emerging risks and opportunities, and develop recommendations that improve customer outcomes, organisational preparedness and service delivery.
• This role will work symbiotically with the Customer Experience & Modernisation team to support customer facing initiatives and improvements.

Decision Making

• Responsible for making decisions relating to the management of customer accounts and customer relationships. This will be of strategic importance.
• Responsible for determining priorities and actions required to support customer satisfaction and achieve account objectives.
• Responsible for identifying and managing customer risks, issues, and opportunities, escalating matters where appropriate.
• Responsible for exercising professional judgement to balance customer needs with organisational objectives, policies, and regulatory requirements.
• Managing customer expectations transparently, including communicating where requests, priorities or outcomes cannot be achieved.
• Responsible for influencing decision-making through the provision of customer insight, feedback, and industry intelligence

Influencing

• The role will need to influence internal stakeholders to adhere to Customer Account Management processes.
• It will influence senior leadership of the benefits of customer account management, and where value can be added by the CAA, to customer’s experiences.
• It will need to influence external stakeholders, potentially at every level including executive and c-suite, of the value the CAA and the CAM team bring.
• Management
• The candidate will work on their own initiative, with supervision from the CAM Operations Manager as and when needed.

About You

Essential

• Experience managing strategic customer, stakeholder or account relationships within a regulated, operational or complex business environment.
• Experience building trusted relationships with senior stakeholder