Senior Customer Support Director

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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.

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…