Customer Relationship Manager, CRM

Unilode Aviation Solutions

Customer Relationship Manager at Unilode Aviation, responsible for managing long-term customer relationships and driving trust and issue resolution. Focuses on contractual commitments and service delivery.

Posted 5/22/2026full-timeTashkent • 🇺🇿 UzbekistanMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own and strengthen long-term customer relationships, ensure contractual commitments are delivered, proactively manage issues, and ensure the customer consistently realizes value.
Act as the primary interface between the customer and internal teams, driving trust, retention, issue resolution, and continuous improvement across the account portfolio.
Lead cross-functional resolution of systemic, recurring, or high-impact service issues.
Ensure customers receive timely, structured, and confidence-building communication while internal teams are aligned to clear governance and accountability.
Act as customer advocate internally, ensuring issues are owned, prioritized, and resolved.
Lead structured root cause analysis for recurring issues and ensure corrective actions are implemented.
Monitor performance, service quality, and compliance, proactively addressing risks or gaps.
Drive action closure and ensure communications are timely, structured, and transparent.

Requirements

What you’ll need

Fluent in Russian and English. Uzbek preferred.
Experience in air cargo, freighter operations, airport operations, GHA, ULD management, cargo terminal operations, or airside operations strongly preferred.
Experience engaging with GHAs, airport authorities, customs, cargo handlers, and airline operational teams preferred.
Experience working in Central Asia, CIS markets, or emerging aviation markets preferred.
Must be eligible to obtain and maintain airport security clearance and access permits required to operate within airport and cargo handling environments.
Experience in customer relations, service management, or operational support roles.
Proven ability to manage customer experience, escalations, and service-related issues.
Strong problem-solving skills with the ability to coordinate cross-functional resolution.
Experience working with operational data, KPIs, and service performance metrics.
Ability to communicate clearly and confidently with customers during both normal operations and disruptions.
Strong organisational skills with the ability to manage multiple issues and priorities.
Experience supporting governance forums such as service reviews or performance meetings.
Experience in aviation, logistics, or operational service environments.
Exposure to escalation management frameworks or customer governance models.
Experience working across multiple stakeholders, including OCC, operations, and commercial teams.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible working hours
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer relationsservice managementoperational supportproblem-solvingoperational dataKPIsservice performance metricsescalation managementgovernance frameworkscargo terminal operations

Soft Skills

communicationorganizational skillstrust buildingissue resolutionproactive managementcross-functional coordinationcustomer advocacyperformance monitoringrisk managementcontinuous improvement

Certifications

airport security clearanceaccess permits