Program and Customer Support Manager

Role overview

Program and customer responsibilities

• Manage in-service and in-development aftermarket programs for assigned clients, supporting customer satisfaction and program profitability.
• Coordinate across sales, engineering, supply chain, front office, and other teams to deliver products that meet contractual and customer-accepted definitions.
• Monitor budget, delivery, warranty, and customer-satisfaction KPIs and take action to meet company objectives.
• Manage service-contract revenue, costs, profitability contribution, and cash flow.
• Maintain relationships with customers, distributors, partners, and regional Safran companies.
• Define and deploy aftermarket strategies from S1 to S12 in Prompt, Safran's program management repository.
• Align program strategies across Safran Seats Customer Support & Services and contribute to aftermarket RFP, RFI, and RFQ responses.
• Coordinate stakeholders to resolve in-service issues and develop aftermarket standards through continuous improvement.

Requirements

• Knowledge of program, project, or contract management and the aviation industry and airlines.
• Proven ability to manage complex projects; ability to analyze problems, make decisions, and find solutions.
• Strong customer orientation, client relationship skills, negotiation skills, and clear communication.
• Ability to work in multicultural environments; resilience, perseverance, and team spirit.
• Good working knowledge of Word, Excel, and PowerPoint; Power BI knowledge is an asset.
• Fluent English.

Travel

• Travel in the Middle East region is approximately 20% of working time.

About Safran