Senior Customer Support Director

Airbus•Herndon, VA

5d•Onsite

About The Position

The Senior Customer Support Director (Sr. CSD) acts as the voice of the customer in the Customer Support and Services Organization. They are the main focal point and accountable for all post-sales-related activities, ensuring customer satisfaction while preserving Airbus' interests. The Senior CSD will be allocated to one Cat 1S (Strategic Customer), responsible for leading a Transversal Project, and managing a cross-functional multinational team to deliver improvements and efficiencies at a strategic or transformational level within Customer Services.

Requirements

10 years minimum of experience in the aerospace industry
3 years experience as a Customer Support Director managing category 1 customers
Professional qualifications in aerospace engineering or a related discipline
Knowledge and awareness of contracting principles
Strong level of aviation safety awareness
Demonstrated experience in leading and managing transverse teams and activities with no hierarchical authority
Excellent track record of customer interfacing experience
High-level written and oral communication skills in English
Proven resilience and ability to work under significant exposure and pressure
Strong interpersonal/negotiation skills in a multi-cultural environment
Ability to develop a business strategy supported by a robust business plan or other strategic imperatives
Demonstrated ability to work and collaborate in multi-functional teams
Ability to work autonomously and take initiative
Demonstrate leadership, ownership, empathy, flexibility, assertiveness and humility
Authorized to Work in the US
Awareness of any potential compliance risks and a commitment to act with integrity

Nice To Haves

Project Management Certification is a plus

Responsibilities

Lead the In Service Core Team (ISCT) to collate and internally drive Airbus' customer service strategy.
Ensure an aligned approach and assist other Business Units to achieve their objectives while satisfying customers.
Act as the primary interface between customers and Customer Services, drumming up all Customer Services Business Unit activities and ensuring a single voice per customer on in-service matters.
Coordinate and oversee all post-sales-related activities for major Cat 1S and Cat 1 accounts throughout the aircraft life cycle, including Entry into Service (EIS) preparation, post EIS daily support, and End of Operations management.
Identify customer needs in conjunction with the Sales Director and promote/support the sale of Customer Services products and services.
Exercise commercial control, ensuring commercial gestures are justified, documented, and minimized.
Ensure contractual commitments are closely followed-up and executed, and debt is kept under control.
Provide high-level support to the aircraft sales team during Marketing phases, including presentations and RFI on customer services.
Assess and define customer needs based on support intelligence to embed the customer services package within aircraft sales campaigns.
Recommend joint services sales opportunities.
Identify opportunities to engage with customers through events/forums to develop relationships.
Lead at least one transversal project supporting the transformation of critical Airbus Customer Services processes across business units and regions.
Ensure successful deployment of projects (on time, cost, and quality) while securing senior leadership and stakeholder buy-in.
Establish, nurture, and maintain relationships with cross-functional key decision-makers for assigned customers.
Lead the preparation, execution, and follow-up of Executive Review Meetings with C-suite level representatives.
Address key strategic topics in line with the top-level Airbus Customer Services strategy during executive meetings.
Create additional opportunities for Airbus top leadership to engage with customer counterparts.
Deputize the Regional Head of Customer Support when needed, including representing the region's customer support function in front of Airbus leadership.
Act as the head of the regional customer support team and lead all team operations, including personnel management.