Job Description:

A. Accountabilities 

The Customer Support Director (CSD) acts as the voice of the customer in the Customer Support and Services Organization. As such, he/she is the main focal point and accountable for all post sales activities, and to ensure customer satisfaction while preserving Airbus interest. 

B. Dimensions 

• Portfolio of customers in India and South Asia region: airlines and MROs
• Number of customers: 2-7 
• Airline Fleet: 2 - 30

C. Main activities 

The role of the CSD is to lead the In Service Core Team (ISCT) to collate and internally drive Airbus' customer service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the customers. 

In-line with the Global Account Management (GAM) concept, the CSD leads the ISCT as the primary interface between customers and Customer Services, to drumbeat all Customer Services Business Unit activities whilst ensuring a single voice per customer on in-service matters. 

For the allocated portfolio of accounts, the CSD is responsible to coordinate and oversee all post sales activities through the whole aircraft life cycle, including aircraft Entry into Service preparation, post EIS daily support and End of Operation management, in accordance with Purchase Agreement and all subsequent Customer Services commercial agreements.  Being aware of Customer Operational Performance, the CSD will launch appropriate actions, where needed, keep Airbus management aware of issues and actions taken, and involve all relevant departments within Customer Services or other directorates and Partners/Suppliers.

The CSD manages the relationship by establishing and maintaining direct contact with Customers’ management. 

In conjunction with the Sales Director, he/she is in charge of identifying customer needs and subsequently promoting and actively supporting the Customer Services sales and Goods & Services debt management.

The CSD also exercises commercial control and ensures that any commercial gestures are well justified and minimized, and that contractual commitments are closely followed-up. 

The CSD performs some additional tasks in support of aircraft sales campaigns: 

• Provide a high level of support to the aircraft sales team during Marketing phases of the aircraft sales, including giving presentations and RFI on customer services
• Assess and define customer’s needs with the aim to embed the customer services package within the aircraft sales campaign. Recommend joint services sales opportunities
• Based on his/her customer's knowledge, recommend to the PA Negotiator the quantities (e.g. training allowance etc) to be included in the Aircraft Purchase Agreement / Sales Proposal / MoU

D. Outputs  

The job holder will deliver: 

• A continuous, sound business relationship between Airbus Customer Services and customers, retaining customer loyalty
• Strong stakeholder relationship management internal and external
• Successful Entry into Service preparation
• Assistance to the customers in operating their Airbus fleet in a safe, reliable and economical manner
• Before and after an aircraft is sold, contribution to customized plans for services marketing/sales activities, resulting in orders and revenues for Airbus
• Plans for payment of Airbus Customer Services invoices within the contractually agreed timescales
• Timely and reliable information to Airbus management on the customer relationship and critical issues
• Recommendations for support package quantities to the PA Negotiator 

E. Job requirements 

The job holder will deliver: 

• Experience 
  • 10 years minimum of experience in the aerospace industry
  • 3 years minimum of airline/MRO or Airbus customer support experience
  • Hold professional qualifications in aerospace engineering or a related discipline
  • Possess knowledge and awareness of contracting principles
  • Have a strong level of aviation safety awareness
  • Have demonstrated experience in leading and managing functional or operational teams 
  • Possess an excellent track record of customer interfacing experience

• Knowledge, Skills and demonstrated capabilities
  • Have demonstrated high-level written and oral communication skills in English
  • Proven resilience and ability to work under significant exposure and pressure
  • Possess strong interpersonal/negotiation skills in a multi-cultural environment
  • Be able to develop a business strategy supported by a robust business plan or other strategic imperatives
  • Have demonstrated ability to work and collaborate in multi-functional teams
  • Be able to work autonomously and take initiative
  • Demonstrate leadership, ownership, empathy, flexibility, assertiveness and humility
  • Project Management Certification is a plus

• Travel Required: Less than 50% South Asia region, with international travel to Europe (1 or 2 per year) 

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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