IT Customer Manager, Digital Products

Unilode Aviation

About The Position

The IT Customer Manager, Digital Products, will oversee the delivery of digital benefits and contractual requirements for assigned customers within their region. This role is responsible for managing complex projects, coordinating cross-functional teams, and building strong relationships with executive stakeholders. Through strategic planning and execution, you will ensure operational excellence, customer satisfaction, and the successful implementation of Unilode’s global digital network.

Requirements

Relevant experience, preferably with certified project management qualifications (e.g., PMP, PRINCE2).
Demonstrated experience managing strategic projects with cross-functional teams in an Agile environment.
Exceptional analytical, communication, and stakeholder management skills.

Nice To Haves

Aviation industry experience, particularly in operations, is highly desirable.
Understand the business and logistics operation in mainland China will be considered as competitive.

Responsibilities

Manage and Deliver Digital Projects
Drive Results, Business Insight, Quality Delivery, Financial Acumen
Oversee and execute projects to expand the reader network and implement tag installation programs.
Ensure alignment with customer timelines and proactively address potential delays or challenges.
Build and Maintain Strong Customer Relationships
Customer Focus, Collaborate, Communication
Host regular digital progress updates with customers and stakeholders, ensuring clear communication and alignment on goals.
Foster a strong service-oriented environment that prioritises customer satisfaction and problem resolution.
Analyze the data and develop operational and/or process improvement plans.
Lead Cross-Functional Coordination
Inspire, Empower and Prosper, Collaborate, Develop Talent
Collaborate with internal teams, third-party suppliers, and customers to ensure seamless delivery of digital milestones.
Drive the implementation of improved processes, training, and tools to enhance operational efficiency.
Monitor and Report Performance
Ensure Accountability, Attention to Detail, Courage
Own and ensure accurate weekly reporting of project status and KPI achievements.
Conduct technical audits to verify the successful implementation of business requirements and recommend process improvements.
Strategic Planning and Problem-Solving
Problem-Solving, Business Insight, Be Eager to Win
Develop mitigation plans to address challenges and ensure the delivery of key digital objectives.
Evaluate trends, anticipate changes, and recommend strategies to align with organisational goals.
Partner with the Business Development team to build a customer pipeline.