Safran Aircraft Engines is currently seeking a skilled and enthusiastic professional to join our team as Senior Customer Support and Program Manager (CSPM) for APAC region.
The Senior CSPM will report to the Regional Director for Customers Operations in India and Asia-Pacific within Support & Services Division, and work in transverse with the Commercial Engines Sales, Quality, Maintenance & Finance teams
He/she will have two main missions:
- 1/ Manage Customers' relationship: For Airline customers in Asia region, you will be in charge of Customers' relationship management (for both support and services) and all related business and operations. Your main objectives will be Customers satisfaction and contracts profitability.
o You will be in charge of a portfolio of Customers in Asia region:
- Singapore, Vietnam, Malaysia, Japan, South Korea, …
- With major CFM Customers such as Singapore Airlines (30aircraft), VietJet (50 aircraft – 200 to be delivered); Japan Airlines (60 aircraft), Asiana (25aircraft), …
o You will animate / coordinate in a transversal mode the Customer Team (CT), meaning all the company members in interface with the Customer to ensure a good alignment on the strategy and the communication.
o You will ensure Customer satisfaction, define and implement the customer engagement plan
o You will have ownership for meeting economic objectives defined for the year (Turnover, Profitability, Cash)
o You will also manage contracts long term profitability and contribute to profitability of future contracts, in relation with Sales. For Customers under your direct management, you will have to define a clear CFM strategy, path, actions plan, in coordination with our partner GE for the execution of the contract and the protection of its profitability.
o You will ensure that CFM meets its contractual obligations to Customers, prepare and support Entry Into Services and fleet program implementation, manage MRO performance (both in TAT and costs)
o At last, you will alert in case of difficulties or anticipated difficulties in the contract execution or for Customers' insatisfaction.
- 2/ Be GE's referent for APAC region: Under Regional Leader supervision, you will act as a point of contact for GE teams in the APAC area with the objective of ensuring that Safran's interests are taken into account and that One CFM best practices are deployed.
o In close coordination with our GE's counterparts, you own responsibility for building a trustful and demanding relationship between SAE and GE teams (Support, Services and Sales), on top of the one with Customers.
o You will support others SAE's local CSPMs, and help to build a proactive relationship with GE management, in order to be able to deal with most of topics, and avoid management escalation each time possible.
Required Qualifications and skills:
1. Proven experience of minimum 8 years as a Customer Manager or similar role in an international environment, with a passion for aviation industry.
2. Excellent project management skills, with a track record of successfully managing complex projects from start to finish.
3. Strong ability to build and maintain relationships with Customers, demonstrating exceptional interpersonal and communication skills, with appetite for business trips.
4. Highly organized and detail-oriented, with the ability to prioritize tasks effectively and meet deadlines, in high autonomy.
5. Demonstrated problem-solving and analytical skills, with the ability to think creatively and deliver effective solutions.
6. Proficiency in utilizing management software and other relevant tools to track Customer interactions and manage projects.
7. Excellent presentation and persuasion skills.
8. Bachelor's degree) in Engineering, Business Administration or a related field.
