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Customer Relationship Manager

2 months ago

Dubai, Dubai, United Arab Emirates Talent Pal Full time
About the Role

The Customer Support Manager will be responsible for overseeing the overall customer relationship and support topics associated with a dedicated number of customer accounts assigned to them. This role will serve as the first level escalation for all customer complaints and will act as the customer advocate within Safran Cabin Services.

Key Responsibilities
  • Monitor and measure spare and repair management through backlog alignment, working closely with airline purchasing departments to ensure order books are reconciled frequently.
  • Manage customer satisfaction through internal and external performance scorecards and indicators.
  • Perform onsite customer visits across their customer base throughout North & South America, Europe, Middle East, Africa, and Asia Pacific as applicable.
  • Report to the Customer Support Director or Senior Customer Support Manager.
Additional Responsibilities
  • Responsible for achieving customer satisfaction, measured through Airframer & Internal Scorecards.
  • Building new and developing long-lasting relationships with customers.
  • Operate as the focal point for any and all matters specific to their customers.
  • Taking ownership of customer issues and following problems through to resolution.
  • Responsible for keeping accurate records and documenting customer support actions and discussions within the CRM platform.
  • Perform onsite customer meetings as required, such as Program Review Meetings (PRM), Technical Review Meetings (TRM), and Executive Review Meetings (ERM), etc.
  • Generate post-visit reports and manage actions and commitments through to completion.
  • Generate Key Performance Indicators (KPIs).
  • Analyze data to identify trends and areas of improvement.
  • Serve as the focal point for performance claims, coordinating with warranty teams to validate claim data, negotiating settlement with customers, tracking claims, etc.
  • Review, monitor, and distribute customer(s) backlog reports, taking actions to prevent late deliveries.
  • Support the SCS Finance department in the recovery of late AR, helping finance with the right POCs and addressing systemic/repetitive issues for corrective actions.
  • Aware of customers' internal issues that may inadvertently affect the Safran Cabin Services business.
  • Feedback information to the Safran Cabin Services sales team on new sales opportunities and Program teams on at-risk parts: PMA Owner Operator Parts.
Requirements

Proficient with MS Project, competent with MS Office programs, excellent communication skills both verbal and written, ability to build and maintain effective relationships, leadership skills, organizational skills, ability to analyze & summarize information, financial acumen.