Sr Dir - Customer Management (Aerospace & Defense)

Plexus•Neenah, WI

7h•Onsite

About The Position

Key global customer service leadership position responsible for leading the customer management team to advocate for customer and Plexus’ needs and translate the needs into action. The Senior Director - Customer Management represents voice of the customer internally and the voice of the business externally. The Senior Director - Customer Management leads the customer management team to create, manage and execute account strategies for assigned customers in order to meet sector revenue and profitability goals. The Senior Director - Customer Management plays a key role in developing the overall sector strategy. This position functions in tight cooperation with the Business Development team. When applicable: Leads both Business Development and Customer Management teams for the assigned Sector.

Requirements

Bachelor’s Degree with 10 or more years of related experience is preferred.
An equivalent combination of education and/or experience will be considered.
Expertise in EMS and the specific market sector.
Strong understanding of business concepts and finance (P&L), cost models and contracts and negotiation.
Strong ability to think strategically and solve problems proactively, including making timely and effective decisions in complex and ambiguous situations.
Advanced critical thinking skills and quantitative analysis ability.
Proven ability to influence others, including relationship-building, conflict resolution and leadership competencies as defined by the company.
Ability to lead without formal authority.
Self-motivated with the ability to work independently and in a team environment, including cross-functional teams.
Ability to follow through on assignments with little to no supervision.
Strong attention to detail, time management skills, and organizational skills.
Strong written and verbal communication skills, including the ability to effectively interact with and influence internal and external senior-level decision makers.
Must have strong presentation skills and the ability to represent Plexus Corp. in a professional manner.
Understand and be capable of effectively communicating the value of all of Plexus services: design, development, test, prototyping, manufacturing, supply chain solutions, and sustaining services.
Ability to maintain the confidentiality of all customer and company information.
Ability to operate effectively in a multi-cultural, global environment.
Ability to recruit, lead and develop a strong customer management team.

Responsibilities

Ensure Plexus meets or exceeds the expectations of customers.
Lead the customer management team to advocate for customer needs within Plexus and to represent Plexus’ needs and interests to the customer.
Translate the needs and interests into action that meets or exceeds customer satisfaction goals and creates mutual benefit for Plexus.
Manages and leads the business development and customer management team in EMEA assigned to the assigned Sector.
In partnership with the leaders of the respective Market Sector, sets clear goals and objectives within the EMEA market sector team, and provides guidance and direction to support achieving goals and objectives.
Provide guidance and set goals for the sector customer management team and contribute to broader goal development for the entire market sector.
Hold the team accountable for meeting goals.
Manage forecasting, including overall sector or sub-sector financial objectives per customer.
Ensure the customer management team proactively manages customer P&Ls to meet objectives.
Ensure the revenue goals for PLXS-MFG Solutions and PLXS-ENG Solutions are met or exceeded on all aspects of the Plexus value stream from Engineering Solutions (conceptualization) through Sustain.
Play an active role in Plexus’s annual strategy process by voicing the needs of customers.
Use market sector knowledge and research to help create and maintain a sector strategy.
Communicate the market sector strategy and the overall Plexus strategy as it relates to customer management to the extended sector team including supply chain, engineering and manufacturing solutions, Sustaining Services, costing and finance.
Regional Sr. Directors also support the regional strategies along with supporting the creation and adherence to the Sector strategies.
Provide guidance and leadership to the sector team and to other areas of the organization that interact with the sector management (i.e. costing, finance, sites, operation management, material, regions) in order to achieve the sector goals and Plexus enduring goals.
Communicate clear objectives within and outside of the sector customer management team to ensure expectations and accountabilities are understood.
Establish a consistent operating rhythm to normalize collaboration and help achieve sector goals.
Develop a strong and capable market sector team that functions as a unit, enabling revenue growth and financial performance that meets or exceeds established annual targets.
In the process, hold the staff accountable for results.
Grow talent and develop successors/new leaders for Plexus.
Responsible to exemplify and hold their team accountable to demonstrating the Plexus Core Values.
Leader will focus on evaluating potential, driving succession planning, and ensuring their employees receive the development and coaching required to realize their full potential.