Job Responsibilities

• Develop an Individual Customised Airbus' Airline "In-Service" Annual Strategy (through the S-Customer Core Team) aligned with Aircraft Sales Strategy (Customer Affairs).
• Manage the relationship with several customers with different sizes, cultures, structures, at various levels in the Customer organization, whilst working closely with Customer Affairs.  
• Provide timely support to Customer operational and commercial requests in a complex environment with many internal interfaces and without hierarchical authority. 
• Prepare Entry into Service of new Aircraft by assembling and managing a team to secure operator readiness for on-time entry into service of such aircraft.
• Identifying opportunities and promote new business for all Customer Services products and services. 
• Establish and Manage Customer debt recovery plan when necessary.
• Monitor, control and implement all Customer Services Sales Agreements and Purchase Agreements (including repair agreement and retrofit agreement). 
• In conjunction with the Services Sales Director for Chargeable Services (Customer Service Agreements), coordination of sold services follow-up via Upgrade Programme Managers, FHS Customer Programme Directors,  Training Key Account Managers, NavBlue Product Managers, Digital Product Managers and Satair Account Directors etc.
• In conjunction with the Sales Support Director for Aircraft Support Package (Aircraft Purchase Agreements), identification and guidance on customer needs.
• In conjunction with the Field Service Manager, provide first line issue resolution and de-escalation.
• Manage Support and Service Escalations & Claims
• Consolidate and Coordinate an Airline Visit Schedule
• Coordinate and Administer ERM (SMM) / FRM (TRM) Events
• Provide timely and reliable information to Airbus higher management on the relationship with the customers and on critical issues
• Update reviews and reports as required
• Exercise commercial control and ensure that:
• Expenditures are within commercial commitments
• Commercial gestures are under control and minimised
• Overdue payments are made
• Close follow-up of contractual commitments is kept

Job Requirements

• Hold professional qualifications in aerospace engineering or a related discipline
• Have at least eight-years’ experience in the aviation industry
• Possess knowledge and awareness of contracting principles
• Have a strong level of aviation safety awareness Have demonstrated high-level written and oral communication skills in English
• Possess strong interpersonal/negotiation skills in a multi-cultural environment
• Be able to develop a business strategy supported by a robust business plan or other strategic imperatives
• Have demonstrated ability to work in multi-functional teams
• Have demonstrated experience in leading and managing transverse teams and activities with no hierarchical authority.
• Be able to work autonomously and take initiative
• Possess an excellent track record of customer interfacing experience
• Demonstrate leadership, ownership, empathy, flexibility, assertiveness and humility.