Gareth Lau
Customer strategy & operations in aviation.
I started in flight operations. Today, I lead the work that helps aviation teams look after their customers.
See the workThe customer
side of aviation
Customer health, service recovery, and the systems that help a global team see where they’re needed.
Jeppesen ForeFlight
Customer strategy & operations
I brought Gainsight and Salesforce together so our teams across AMER, EMEA, and APAC could see customer health and service performance in one place.
with a red-amber-green health framework
About the role
Internal Customer Success systems reached 90% adoption. The health framework gave the team a way to identify risks before they became reactive escalations.
I lead five Customer Success specialists supporting more than 55 colleagues. My remit includes service recovery, reporting automation, and a unified customer self-service portal.
Boeing
Digital Aviation Solutions
I managed strategic airline accounts across flight deck, flight operations, and aircraft leasing. That meant working with customers through implementation, service issues, and renewal, and bringing the right people from Product, Support, and Sales into the conversation.
The route
so far
From a contracts desk in Dublin to customer strategy in Canada. Each stop added something: commercial detail, people, operations under pressure, and then the customers themselves.
-
Dublin
Airbus
Contracts Intern, Airbus Flight Hour Services
June – September 2018 · 4 months
The commercial side of keeping aircraft flying: the agreements behind Airbus’s component support for airlines.
What I did
- Supported Flight Hour Services customer agreements.
- Reconciled flight hours, the figure those agreements are billed on.
- Learned how much reliable aircraft support depends on commercial detail.
-
Ireland
Jack & Jones
Supervisor, then Store Manager
October 2018 – September 2019 · 1 year
A first leadership role, on the shop floor, with customers in front of me every day.
What I did
- Supervisor, October 2018 – April 2019.
- Promoted to Store Manager in May 2019, responsible for the store and its team.
-
Dublin
Norwegian
Crew Tracker / Flight Operations Support
September 2019 – March 2020 · 7 months
Airline operations in real time, where a crewing decision has to be right and has to be quick.
What I did
- Made time-critical crewing decisions and kept flight watch.
- Covered eight operating bases and more than 50 aircraft under the Irish AOC.
-
Galway
CitySwift
Commercial Manager
October 2020 – September 2021 · 1 year
Public transport data, and the commercial systems a growing company needs to see its own performance.
What I did
- Redesigned the commercial team’s workflows.
- Implemented a CRM.
- Prepared board reporting on performance and growth.
-
Dublin → Montréal
Boeing
Customer Success, Digital Aviation Solutions
September 2021 – November 2025 · 4 years 3 months
Strategic airline accounts across flight deck, flight operations and aircraft leasing, and the move to Canada.
Three roles
- Customer Success Manager Sept 2021 – Jan 2023 · Dublin
- Senior Customer Success Manager Jan 2023 – Oct 2025 · Dublin
- Global Customer Success Program Manager Oct – Nov 2025 · Montréal
More than $60M in strategic airline contract value, through implementation, service issues and renewal, bringing Product, Support and Sales in when customers needed them.
-
Montréal
Jeppesen ForeFlight
Senior Customer & Strategy Program Manager
November 2025 – present
Global Customer Success strategy, escalation management and service recovery.
What I do
- Brought Gainsight and Salesforce together for teams across AMER, EMEA and APAC.
- A red-amber-green health framework: about 25% fewer reactive escalations.
- Lead five Customer Success specialists supporting more than 55 colleagues.
Education
- Professional Diploma in Project Management Institute of Project Management · IPMA Certified Project Management Associate
- Diploma in Aviation Leasing and Finance Law Society of Ireland
- Bachelor of Business in Aviation Management South East Technological University
- Bachelor of Business in Business and Management Dundalk Institute of Technology
Certifications
- IATA Dangerous Goods Regulations
- Six Sigma: Green Belt
- Project Leadership
- Project Management Foundations
- The Fundamentals of Digital Marketing
Industry
Seven years with the Irish Aviation Students’ Association, from Chairperson to Non-Executive Board Member, helping connect students and industry.
Watch IASA’s story on YouTube (opens a new tab)Outside work
Travel and videography, with time outdoors whenever I can. These photographs are from Québec.
I like seeing places from the ground as much as from the window seat.
Find me on LinkedIn (opens a new tab)Get in touch
For Customer Success leadership opportunities or a conversation about aviation, email me.