Senior Customer Support Director

About the role

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.

Responsibilities

• 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, lead 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 major Cat 1S and Cat 1 accounts, 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, identify customer needs and subsequently promote and support the sale of Customer Services range of products and services.
• Exercise commercial control and ensure 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.
• Lead at least one transversal project supporting the transformation of critical Airbus Customer Services processes across business units and regions (e.g., improving global customer satisfaction, increasing efficiency, harmonizing ways of working, implementing benchmark initiatives).
• Ensure successful deployment of the project (on time, cost and quality) while securing senior leadership and relevant stakeholders’ buy‑in.
• Establish, nurture and maintain relationships with cross‑functional key decision makers for assigned customers from working level up to senior and executive leadership.
• Prepare, execute and follow‑up Executive Review Meetings (at least yearly) with C‑suite level representatives, addressing key strategic topics aligned with top‑level Airbus Customer Services strategy.
• Create additional opportunities for Airbus top leadership to engage with customer counterparts as business requires.
• Deputize the Regional HO Customer Support when needed, representing the region’s customer support function before the Airbus SVP of Customer Support and the Airbus Americas VP of Customer Services, and acting as head of the regional customer support team, leading team operations including personnel management.

Requirements

• Minimum 10 years 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.
• Demonstrated experience in leading and managing transverse teams