Customer Programme Manager

Job Description:

Role and Responsibilities:

• Act as program point of contact for customer needs & issues with regard to connected aircraft, in close relation with  the FCO-team for linefit, regional sales, SR or MRO for line- and retrofit as well as in-service “issues”

• Manage Early Adopter Programs for Chinese Airlines

• Manage co-design Workshops with customers with support from marketing and SXE

• Manage customer programs from campaign & offer phase via contract signature through deployment and in-service execution - securing customer satisfaction and fulfillment of contractual obligations and a profitable P&L 

• Work with Sales & Marketing teams (ACCx) to build lasting customer relationships and develop Connected Aircraft business, in line with growth objectives 

• Lead the co-design of customer offers & solutions, tailored to the specific needs and value opportunities of individual customers. 

• Act as programme point of contact for customer needs & issues, in close relation with the Global Account Management (GAM) team. Trigger relevant initiatives aimed at improving customer satisfaction. 

• Champion the customer perspective internally, acting as the “Voice of the Customer” and leading initiatives that enhance customer satisfaction (e.g. through transformation)

• Understanding the China specifics market trends and working closely with SXE team to embark digital partners

Qualification:

• Fluent in Chinese 

• Demonstrated achievements relevant to customer facing roles

• A comprehensive understanding of airline business and operations

• A strong business acumen and customer-mindset, with demonstrated achievements in the end-to-end management of customer programs 

• A deep understanding of technical architectures/solutions and the business stakes related to connectivity / connected aircraft

• A strong project management skills

• Excellent communication and stakeholder management skills, with the ability to build lasting, trustful relationships at all levels, both internally and externally

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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