Client Experience Manager

Client Experience Manager

Thrive Aviation is seeking a detail-oriented and highly organized Client Experience Manager to oversee the consistency, presentation, and overall client experience across our aircraft fleet.

This role will be responsible for regularly auditing aircraft to ensure each one meets Thrive's standards for cleanliness, appearance, amenities, inventory, and presentation. The Client Experience Manager will identify opportunities for improvement, coordinate cosmetic updates and repairs, manage onboard inventory, and work closely with Flight Operations, Ground Operations, Maintenance, Cabin Attendants, and other teams to ensure our aircraft consistently deliver the experience our clients expect.

The ideal candidate has a strong eye for detail, takes pride in presentation, is highly organized, and enjoys finding ways to make an already great experience even better.

Requirements

• Conduct regular audits and inspections of aircraft throughout the fleet.
• Ensure consistency across aircraft regarding onboard amenities, including:
• Blankets and pillows
• Dishes, glassware, and flatware
• Linens and towels
• Food and beverage supplies
• Client amenities and supplies
• Safety and presentation-related items
• Maintain and update fleet standards and checklists.
• Identify inconsistencies, deficiencies, and opportunities for improvement.
• Track findings and follow up to ensure issues are resolved.
• Monitor the overall cosmetic condition and presentation of aircraft interiors.
• Identify items requiring repair, replacement, refurbishment, or general cosmetic improvement.
• Partner with Maintenance and Operations to coordinate cosmetic work and ensure completion.
• Maintain a running list of aircraft appearance projects and prioritize based on client impact and operational needs.
• Make recommendations for upgrades that improve the overall client experience.
• Maintain appropriate inventory levels of onboard supplies and amenities.
• Order and replenish stock as needed.
• Establish standardized inventory levels and par sheets by aircraft type.
• Monitor usage and identify opportunities to improve purchasing efficiency.
• Evaluate and recommend new products, amenities, and vendors.
• Maintain relationships with vendors and coordinate orders and deliveries.
• Continuously look for ways to elevate the onboard client experience.
• Research trends, products, amenities, and best practices within private aviation and luxury hospitality.
• Make recommendations for new products, services, and enhancements.
• Help develop and maintain a consistent Thrive experience across the fleet.
• Work closely with Flight Operations, Maintenance, Cabin Attendants, Pilots, and other operational teams.
• Communicate aircraft deficiencies and follow up through completion.
• Partner with crew members to understand recurring client requests and onboard needs.
• Provide feedback and recommendations to leadership based on fleet audits and client experience observations.

Experience & Qualifications

The most successful candidate in the position will meet most, if not all, of the following criteria.

• Bachelor's degree required.
• At least two years of experience in Owner Services or account management; preferably in aviation or luxury products
• Experience with FL3XX is preferred.
• Solution oriented presents a problem with a suggested solution.
• Demonstrates strong leadership skills through taking accountability and ownership.
• Proven to work effectively in a team environment or independently
• Detail obsessed with a proven ability to prioritize multiple objectives in a changing environment.
• The ability to communicate effectively verbally and in writing
• Must work well under pressure and be able to multitask
• Be willing to work during off-hours, weekends and holidays
• Proficient in Microsoft Office, Demonstrate broad knowledge of the functional area.