Type of contract: Permanent

"Our people are the heart of Norwegian.
We embrace a culture of diversity ,equality and inclusion.
Embracing this culture is critical to our business success and makes us stronger together.
Our people have different knowledge, experiences, and backgrounds,
but all share a passion for our vision; to become the most loved and trusted airline in Europe”.

Are you our New VP Customer Relations?

Join our Customer Care department as a dynamic leader, reporting directly to the SVP of Customer Care, at our headquarters in Fornebu, Norway.

We are looking for someone to drive the success of our Customer Relations, Passenger Rights, Compliance, and Baggage Support departments.
In this role, you will set clear goals that harmonize team activities with our overall business strategy, oversee daily operations to ensure efficiency and productivity, and manage budgets while forecasting financial outcomes to meet our financial goals.

You will lead, mentor, and develop leaders and key personnel to build a high-performing team. Additionally, you will build and maintain strong relationships with internal and external stakeholders and lead crisis response efforts to ensure effective communication during operational disruptions.

If you are passionate about leadership, innovation, and building strong relationships, we encourage you to apply!

We can offer:

• Competitive company benefits including employee priced tickets
• Good pension and insurance schemes
• Set your footprint in a friendly working environment
• Passionately colleagues and an energetic and innovative working environment

You are our ideal candidate if:

• You have the ability to see the big picture and develop long-term goals.
• You motivate and guide teams towards achieving company objectives.
• You are a strong team player.
• You have a minimum of 10 years in international senior management roles, with a proven track record from operational airport and customer care backgrounds in the airline industry.
• You have extensive experience managing large and culturally diverse operational teams in multiple international locations.
• You possess extensive knowledge of the entire airline operations chain and an airline-specific customer journey.
• You have good knowledge of passenger rights and the airline’s liability, including EU 261/2004 and the Montreal Convention.
• You have knowledge of IT systems directly related to the area of responsibility.
• You have strong oral and written communication skills in English and Norwegian.

You will be responsible for:

• Direct reporting line for leaders responsible for Customer Relations, Baggage Support, Refunds and Payment Support, and Passenger Rights and Compliance
• Closely follow up and secure good and efficient communication between the Leader’s/agents in different office locations and within the area of responsibility
• Ensure that all direct and indirect reports have correct skills and training to perform their tasks an efficient way with required quality according to the company’s policies
• Ensure the teams are using available resources in the most efficient way in relation to language skills, workload and complexity of the tasks
• Evaluate current processes and systems and implement procedures to maximise efficiency with a high “cost focus”
• Work closely with other departments within the company to optimise communication in sensitive cases that can harm the company’s reputation
• Develop and update training manuals guidelines, and user manuals that describe all practices and procedures related to the are of responsibility
• Responsible for the development and execution of all policy related within area of responsibility
• Follow up Baggage Irregularities statistics and procedures toward Handling Agents and Ground Operations
• Contribute to Monthly Financial Accruals and annual Budget process within area of responsibility

This job will be for you if:

• You motivate and guide teams towards achieving company objectives.
• You make timely and well-informed decisions.
• You build strong relationships with internal and external stakeholders.
• You adapt to changing circumstances and remain effective under pressure.
• You demonstrate honesty and strong moral principles.
• You take responsibility for outcomes and hold others accountable.

Important Internal and External Contacts:

• National Enforcement Bodies
• Civil Aviation Authorities
• SITA World Tracer
• Delivery companies
• Handling Agents

Do you have any questions?

If so, please contact:

Edward Thorstad
SVP Customer Care
Email: edward.thorstadnorwegian.com

So, what are you waiting for?

If you love the thought of working with us, we encourage you to click the Apply Now button to complete our online application. You will need to upload a recent copy of your resume with a cover letter and tell us why you want to join us.

Please note: We can only accept applications that have been submitted through our recruitment system. We will accept Your CV and Cover letter, in both English or in a Scandinavian Language

“We care for each other, our customers and our environment as we navigate the skies the Norwegian way”

We hope to welcome you on board!

Travel required: Some travelling must be expected

Application deadline: 09.03.25