Job Description

As the primary POC for our airline customer accounts, the VP Customers is accountable for the customer experience over the product & service lifecycle. The VP Customer will own a portfolio of Customer accounts. The VP Customers will integrate all aspects of the customer experience and direct the organisation to ensure that expectations are set, met or exceeded. The VP Customers is accountable for all product & service revenue and cash from their customer portfolio.

Key Accountabilities

• Define and implement customer account strategies, directing Executive level stakeholders to realise this plan and achievement of the overall Rolls-Royce strategy. Use the account management process to integrate all aspects of the Rolls-Royce relationship with customers, and direct resources to support the attainment of the account strategy. Use the Customer Hub to drive account management discipline. Align internal stakeholders to ensure that VoC is heard and business objectives are achieved. Support the SVP in developing and achieving regional objectives, and maintain the profile of key customers.
• Ensure that contracts are administered in a way that is consistent with delivering value to Rolls-Royce, including working with internal stakeholders and subject matter experts to resolve disputes and manage contract risks. Ensure accounts are managed in accordance with Compliance and ABCEC policies. Use their experience and influence to deliver successful outcomes from complex negotiations.
• Deliver Customer account revenue & cash plan and work with the Finance BP to achieve regional targets. Manage threats and deliver cash and profit opportunities relative to budget. Work with the Sales & Transitions teams in delivering new OE and services sales targets. Provide clear and decisive leadership in senior sales opportunity management and in generating cash/profit opportunities.
• Ensure that customer relationships are broadened and deepened at all levels and act as the primary interface with Rolls-Royce. Keep assigned customers informed, and ensure that their value is recognised throughout Rolls- Royce and at senior levels. Use their experience to develop mutually beneficial partnership opportunities with key customers and embed long term value generation for Rolls-Royce.
• Set and deliver Customer Satisfaction targets. Work with Services, Engineering and other relevant parties to ensure customer specific targets are met. Drive consistently high customer NPS.
• Accountable for business forecasting inputs for the Customer accounts. Responsible for the validation of forecasts, and for the quality of regional inputs.

Key Experience & Qualifications

• A global outlook and exposure to different challenges, cultures and ways of working.
• Has a proven track record of people management experience.
• Experience of leading cross functional, multi teams, influencing and building relationships at all levels in the matrix organization.
• Proficient in English. Chinese language skill is preferred but not mandatory.

As part of our selection process, candidates in certain locations may be asked to complete an online assessment, which can include cognitive and behavioural aptitude testing relevant to the role. If required, full instructions for the next steps will be provided.

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