Customer Support Manager

Airbus; Oxford; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading aerospace company based in Oxford is looking for a strategic relationship manager to oversee customer support and manage customer satisfaction. You will be the single point of contact for both internal and external customers, leading the end-to-end delivery of support services. The ideal candidate has excellent communication skills, a degree in relevant fields, and a deep understanding of helicopter operations. This role includes travel within the UK and occasional international trips.

Qualifications

• Experience managing customer relationships and support activities.
• Understanding of helicopter operations and related regulations.
• Ability to drive complex situations with stakeholders.

Responsibilities

• Serve as primary relationship manager for customers.
• Oversee customer support activities and maintain communication.
• Lead customer meetings and drive satisfaction.

Skills

Strong communication

Negotiation

Relationship management

Attention to detail

Problem formulation

Education

Bachelor or Master Degree in aerospace, maintenance or management discipline

Tools

Salesforce

Job description

Serve as the primary strategic relationship manager and single point of contact (SPOC) for a defined portfolio of both internal (AHUK contracted) and external customers (UK & Ireland based) to oversee all customer support activities, requirements, and ad-hoc support requests as necessary.* Own and lead the end-to-end delivery of customer support for all S&S activities, managing requests from initial enquiry through to completion or closure by engaging with all business functions and the Service Delivery Managers as necessary.* Maintain continuous, transparent communication with customers for the planning and execution of maintenance activities and AOG (Aircraft on ground) events through collaboration with MRO and Delivery Teams as necessary.* Organise, lead, and take full ownership of customer meetings as required under the terms of customer contract KPI’s or as deemed necessary for specific customer topics. Ensure all associated actions and follow-up tasks are diligently executed in line with customer expectations and timescales.* Drive high levels of customer satisfaction and confidence through proactive engagement and deep understanding of customer priorities and operational requirements to enable and secure future business growth.* Play an active and collaborative role within the Airbus Clear & Efficient Front Office (CEFO) process forming a close alliance with Sales Managers (SM’s) in order to identify, promote, and drive new Support & Services (S&S) business opportunities.* Manage customer requests and new business opportunities within Salesforce, working collaboratively with the Front Office tandem and key stakeholders to progress and close opportunities within defined timescales.* Ensure alignment between the Sales team and Customer Support from opportunity phase through to completion and delivery for new aircraft acquisitions to ensure smooth entry into service and comprehensive capture of all in-service requirements.* Lead the delivery of commercial offers for S&S activities to customers post close collaboration with Commercial teams and other key stakeholders as necessary.* Detailed understanding of end to end processes across multi-functional teams* Working knowledge of the regulation relating to Part 145 and Part CAMO.* Experience and strong understanding of helicopter operations* Strong communication, negotiation and relationship management* Ability to work cross-functionally and collaborate with internal and external stakeholders at all levels* Attention to detail and ability to think “outside the box” to find solutions* Ability to work in a highly demanding, fast paced operational role, often working to deadlines (internal or customer driven)* Ability to drive and manage complex situations with both internal and external stakeholders* Ability to host high level, strategic customer meetings and present to multiple stakeholders* Experience and working knowledge of Airbus Helicopters products or other rotary aircraft* Specific experience of managing a range of different customers from high profile/VIP customers to fleet operators.* Bachelor or Master Degree level qualification in an aerospace, maintenance or management discipline* A fundamental requirement to be successful in this role is the ability to listen to customers and identify and understand problems with a view to formulating and driving sustainable solutions* Excellent organisational skills and time management.* Well-developed interpersonal skills and an excellent communicator at all levels.* Flexible to working requirements and the ability to rapidly adapt to changing situations, priorities and demands.* Flexibility to react positively to customer requirements efficiently and effectively.* Highly presentable at all times.* Position based at Oxford Airport, UK.* Travel within the UK or abroad to support related business requirements (not extensive).