Job Description:

Purpose/ Mission:

The jobholder works within Customer Experience and Central Operations team in Customer Support (SC). The department is responsible for leading Customer Experience and Central Operations activities at Company and function level which includes

• Customer satisfaction monitoring by capturing customer feedback (surveys, Heatmap, escalation process)
• Drumbeating action plan resulting from analysis of various feedback (CSIP action plan, localized action plan from transactional surveys, case and complains resolution, central Ops action tracking)
• Identify In service Irritant and in particular drumbeat In Service Top Irritant (Monthly follow-up and S leadership Team Irritant board )

• Lead the Customer axis of the Customer Services transformation platform on behalf of Customer Support.
• Drive Customer Experience process and methodology across Customer Services 
• Manage internal communication though LTTs to ensure ‘One voice’ in front of our customers
• Manage external communication on actions performed to address Customer feedback captured (CSIP website, support and coordination on dedicated webinars)

As the Business Owner for Salesforce Platform, this role involves collaborating with customer-facing teams to ensure CRM platforms and digital tools support efficient information and query management, ultimately driving an exceptional customer service experience.

Dimensions:

• Working in a MFT environment product owners, business owners, solution owners and interfacing with Business Lines and Regions within Customer Services
• Working across different hierarchical levels within the organization
• Working across all Regions of Customer Support
• No direct team management

Responsibilities - your mission 

Your activities will combine promoting the Voice of the Customer with driving the evolution of the Salesforce CRM platform:

• Data & Process Improvement: Analyze CRM data to identify trends and process improvement areas for managing customer relationships.
• Network Animation: Lead and animate the SC Salesforce Ambassadors Network across regions.
• Reporting & Capabilities: Develop/update dashboards responding to internal requests and collaborate on data quality for performance reporting.
• Adoption Strategy: Own the end-to-end user adoption strategy, ensuring Salesforce is viewed across teams as a growth tool rather than a data-entry tool.

• Emerging Technologies: Actively evaluate emerging technologies and AI integrations (e.g., Einstein, Agentforce) to continuously upgrade the platform’s capabilities and automate manual workflows.
• Strategic Communication: Act as the primary point of contact for the SC community to capture evolving business needs and communicate platform strategy and updates transparently.
• Training: Design comprehensive onboarding and continuous training programs as the platform evolves.

Outputs

• End-to-end user adoption strategies and training roadmaps.
• Reports and Dashboards including CRM analytics  in Salesforce.
• Regular platform strategy updates and dedicated communications.

Requirements - our ideal candidate will have:

• Education: Master’s degree in Business Administration, Information Technology (IT), Management Information Systems (MIS), Master in Artificial Intelligence (AI), or a related field.
• Experience: 4–6 years of experience in project management, leading cross-functional projects and stakeholder groups, and managing CRM implementations is a plus.

• Salesforce Ecosystem: Strong understanding of Service Cloud, Marketing Cloud, Lightning Experience, and reporting/dashboards. Familiarity with AI tools like Einstein and Agentforce is a plus.
• Agile Framework: Experienced in managing acceptance criteria and working within an Agile/Scrum development environment.
• Communication & Translation: Ability to translate complex business needs into technical logic, and vice-versa.
• Core Competencies: Customer mindset, strong data analysis skills, advanced English proficiency, and excellent decision-making capabilities.

Benefits - what’s in it for you

• Diverse career opportunities within Airbus European core countries or in other regions around the world.  
• A hybrid working model, allowing you to combine onsite and offsite work. 
• A modern office, well connected to public transportation.
• A motivated and fun crew to grow and build and shape the GBS together.
• An intense and exciting onboarding experience.

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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