Senior Customer Support Director

Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at [email protected] Notice: Know Your Rights: Workplace Discrimination is Illegal Notice: Pay Transparency Nondiscrimination   (English) Aviso: Transparencia en el Pago No Discriminación  (Spanish) Job Description: Position Summary:   The Senior Customer Support Director (Sr. CSD) acts as the voice of the customer in the Customer Support and Services  Organization. As such, they are  the main focal point and accountable for all post sales-related activities, and to ensure customer satisfaction while preserving Airbus interest.  The Senior CSD will be allocated to one Cat 1S (Strategic Customer). They would also be responsible to lead a Transversal Project  and be expected to manage a cross functional multi national team. This project would be to deliver improvements and efficiencies at strategic or   transformational  level within Customer Services. Primary Responsibilities: The role of the Senior CSD is to lead the In Service Core Team (ISCT) to collate and internally drive Airbus' customer service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the customers.  In-line with the Global Account Management (GAM) concept, the Senior CSD leads the ISCT as the primary interface between customers and Customer Services, to drumbeat all Customer Services Business Unit activities whilst ensuring a single voice per customer on in-service matters.  For their major Cat 1S and Cat 1 accounts, the Senior CSD is responsible to coordinate and oversee all post sales-related activities through the whole aircraft life cycle, including aircraft Entry into Service (EIS) preparation, post EIS daily support and End of Operations management, in accordance with Purchase Agreement and all subsequent Customer Services commercial agreements.  In conjunction with the Sales Director, they are responsible for identifying customer needs and subsequently promoting and supporting the sale of  Customer Services range of products and services. The Senior CSD also exercises commercial control and ensures that:  Commercial gestures are well justified, documented and minimized  Contractual commitments are closely followed-up and executed Debt is kept under control Provide a high level of support to the aircraft sales team during Marketing phases of the aircraft sales, including giving presentations and RFI on customer services.  Assess and define customer’s needs based on their support intel with the aim to embed the customer services package within the aircraft sales campaign.  Recommend joint services sales opportunities. Identify opportunities to engage with the customer through different types of events/forums that will support the development of the relationship with Airbus On top of their customer accounts management activities, the senior CSD is expected to use their strategic acumen to lead at least one transversal project supporting the transformation of  critical Airbus Customer Services processes across business units and regions.  This project might be related, but not limited, to: Aiming at improving global customer satisfaction The senior CSD will have to ensure successful deployment of this project ( on time, cost and quality) while securing senior leadership and any relevant stakeholders’ buy-in. Increasing the efficiency of the organization  Harmonizing the way of working within the CSDs in the region and beyond / Implementing benchmark initiative The Senior CSD ensures that the relationship with the cross-functional key decision makers for their assigned customers are established, nurtured and maintained from working level up to senior and executive leadership.  Considering their strategic nature, the accounts of the senior CSD are entitled to at least one Executive Review Meeting yearly. The senior CSD is fully empowered to lead the preparation, execution and follow-up of those executive meetings. As those meetings involve C-suite level representatives, the senior CSD is expected to address key strategic topics in line with the top level Airbus Customer Services strategy.   Besides those forums, the Senior CSD creates additional opportunities for Airbus top leadership to engage with their customer counterparts as the business requires. The Senior CSD will also be asked to deputize the Regional HO Customer Support when he/she needs back-up. This mission includes: Representation of the region’s customer support function in front of the Airbus SVP of Customer support Representation of the region’s customer support function in front of the Airbus Americas VP of Customer Services Acting as the head of the regional customer support team and lead the entire team operations as such, including personnel management aspects Job Requirements: Experience  10 years minimum of experience in the aerospace industry 3 years experience as a Customer Support Director managing category 1 customers Hold professional qualifications in aerospace engineering or a related discipline Possess knowledge and awareness of contracting principles Have a strong level of aviation safety awareness Have demonstrated experience in leading and managing transverse teams and activities with no hierarchical authority. Possess an excellent track record of customer interfacing experience Knowledge, Skills and demonstrated capabilities Have demonstrated high-level written and oral communication skills in English Proven resilience and ability to work under significant exposure and pressure Possess strong interpersonal/negotiation skills in a multi-cultural environment Be able to develop a business strategy supported by a robust busine