Overview

The Customer Support organization is seeking a dynamic Customer Support Manager (CSM) to strengthen and secure the future of Airbus Customer Support worldwide.

In this pivotal role, you will act as the primary focal point for 1–2 key accounts, driving all post-sales activities to ensure exceptional customer satisfaction while diligently preserving Airbus’s interests.

Simultaneously, you will serve as the APAC regional focal point for consulting activities (SCA), responsible for coordinating regional consulting strategies, identifying value creation opportunities, developing the consulting landscape and fostering business development.

You will bridge the gap between customer needs and Airbus solutions, acting as a strategic partner to management by delivering actionable results, implementing project recommendations, and maintaining high-level engagement across the regional stakeholder ecosystem.

Key Responsibilities

• Manage End-to-End Account Strategy: Act as the dedicated focal point for assigned accounts, driving all post-sales activities through the entire aircraft lifecycle while ensuring customer satisfaction and strictly preserving Airbus interests.

• Drive APAC Regional Coordination: Serve as the primary regional authority for all support and advisory activities, ensuring seamless communication and operational alignment across the APAC stakeholder ecosystem.

• Lead Project Execution & Governance: Take full responsibility for project execution, ensuring that all commitments are met regarding timing, quality, budget, and 'Right First Time' delivery standards.

• Oversee Consulting Growth: Lead the identification, promotion, and market development of Airbus Consulting services in the region, acting as the prime contact for new business inquiries and opportunities.

• Own Financial Operational Objectives: Maintain direct accountability for achieving assigned financial and operational (OP) objectives within the regional scope.

• Cultivate Stakeholder Relationships: Build and maintain meaningful relationships with key regional stakeholders (e.g., National Aviation Authorities, Airlines, MROs, and Airports) to ensure trust and long-term partnership success.

• Define Customer Strategy: Proactively identify value creation opportunities and customer needs to create robust, convincing proposals and strategic recommendations for customer management.

• Ensure Internal Alignment: Collaborate across internal organizations (Service & Commercial teams, central teams in Toulouse) to capture customer needs and drive forward new business initiatives.

Requirements

• Master’s degree or equivalent in Aviation, Engineering, Business Management, or a related field.

• Aeronautical background with minimum 5 years experience in the commercial aviation industry, Air Traffic Management, or maintenance operations/MROs.

• A robust background in the commercial aviation industry, Air Traffic Management, or Flight Operations with rapid development of technical understanding of aircraft support.

• Proven experience blending technical aviation knowledge with a strong business management mindset.

• Demonstrated success in project management, including stakeholder and supplier management, risk and cost management.

• Aptitude for identifying customer needs and translating them into actionable consulting proposals and strategic recommendations.

• Well-experienced within the Google Workspace environment (Docs, Sheets, Slides) and familiarity with CRM tools (e.g., Salesforce) and analytics/survey platforms (e.g., Qualtrics).

• Ability to thrive in international environments with proven diplomacy skills and adaptability to diverse cultural contexts across the APAC region.

• Advanced verbal, written, and presentation skills in English.