Responsibilities

• The Senior 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.
• 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.

Requirements

• 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
• 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

Benefits

• Medical insurance, Dental insurance, Vision insurance, Prescription insurance, Employee Assistance Program, Flexible Spending Accounts, Health Savings Accounts, Basic & Voluntary Life and Accidental Death & Dismemberment insurance, Short and Long-term Disability insurance, 401(k), Paid time off including paid holidays, Tuition Assistance, Bonus(es) subject to performance criteria.