Aviation - Client Relations Base Manager

Aviation - Client Relations Base Manager

Alkan Air is a Yukon-based aviation company providing safe, reliable, and customer-focused air transportation services across Northern Canada. Our operations support a diverse range of clients through charter flights, air ambulance operations, and specialized aviation solutions. Working in some of the country's most remote and challenging environments, our team is committed to delivering exceptional service while maintaining the highest standards of safety, professionalism, and operational excellence.

Alkan Air prides itself on finding solutions that connect people, communities, and businesses when and where they need them most. We offer rewarding careers, meaningful work, and a supportive team environment where employees are empowered to grow professionally.
The Client Relations Base Manager is responsible for overseeing client service, operational coordination, flight following activities, ground operations, and team leadership. This position ensures clients receive exceptional service while maintaining safe, efficient, and profitable operations. The successful candidate will thrive in a fast-paced environment, demonstrate flexibility, and understand that aviation operations require responsiveness, teamwork, and a commitment to customer service during periods of high demand.

Reports To:

Chief Operating Officer
Direct Reports:
Assistant Client Relations Base Manager, Client Relations Flight Followers and Ramp Personnel.

Schedule:

This is not a traditional 9-to-5 position. As a senior operational leader, the Client Relations Base Manager is expected to adapt to the seasonal demands of Northern aviation.
Winter operations generally follow a rotational schedule of 4-on/4-off or 5-on/5-off. During the summer peak season, when flight volumes increase substantially, the role requires greater schedule flexibility and may involve extended workdays, weekend work, and after-hours operational support. Peak-season shifts frequently range from 12 to 14 hours per day.
The ideal candidate is energized by a fast-paced environment, enjoys solving complex operational challenges, and understands that exceptional customer service sometimes requires going above and beyond during our busiest months.

• Build and maintain strong client relationships.
• Ensure client requirements are met promptly and professionally.
• Lead business development initiatives and support contract growth.
• Participate in client meetings and operational planning discussions on a regular basis.
• Conduct post-season and project debriefs with key customers.
• Attend company-related networking events.

• Oversee flight following activities and operational control functions.
• Coordinate aircraft, crew, and trip planning.
• Review and approve customer quotes.
• Monitor aircraft utilization, crew duty times, and operational efficiency.
• Work directly with Production Manager to schedule planned and unplanned maintenance activities.
• Ensure flight crew are prepared and informed of duties including trip instructions; and flight and load expectations.
• Oversee freight systems for accuracy and ensure weights are provided to pilots.
• Provide after-hours operational support.
• Coordinate deliveries of fuel and aviation gas.
• Recruit, train, mentor, and develop staff.
• Manage employee working schedules including approving time off requests, draft schedules and absences.
• Ensure continuous upgrades to onboarding and training programs are made.
• Direct the team as required to meet our client needs.
• Approve payroll for the team.
• Conduct performance discussions and coaching.
• Foster a positive safety and customer-service culture.
• Attend all management meetings.
• Actively participate in the Safety Management System.
• Ensure accurate billing information.
• Monitor operational costs and recommend efficiencies.
• Support budget planning and resource allocation.
• Ensure lot, yard and office are adequately maintained to a professional standard.
• Ensure ground operations vehicles and equipment are regularly serviced and in working order.
• Ensure effective plan is created for snow removal procedures during winter.
• Oversight of admin building operations and maintenance needs.
• Develop, implement and manage a departmental budget for the company's fiscal year.
• Oversee all expenditures and ensure they align with the budget.

• Self-motivated with a solutions-focused approach to challenges and opportunities.
• Previous experience leading a diverse team.
• Excellent customer service and client management skills.
• Strong organizational and decision-making skills.
• Exceptional communication and interpersonal skills.
• Proficiency with Microsoft 365 applications.
• Adapts to change positively and shows a willingness to help others in various departments.
• Knowledge of Canadian Aviation Regulations and standards considered an asset.

At Alkan Air, we value our employees and their families by offering a competitive total rewards package…