Job Overview

Reporting t o the Customer Service Director, this position requires the programme manager to develop long-term relationships with the assigned customers as well as connecting with key business executives and stakeholders. The position will also liaise with customers, internal cross-functional teams and business units to fulfil customer requirements by providing excellent technical, logistic support and product quality.

This role will be based in Hong Kong.

Roles & Responsibilities

• Develop and maintain close customer relationships through frequent contacts, face-to-face meetings and on-site visits.
• Understand customer requirements through frequent interface and communicate them internally within our organisation.
• Manage contractual programmes:
• Liaise with customers on scheduling for landing gear removal/change, shipment, shop processing, and collection of back-to-birth documentations.
• Work closely with Commercial Customer Service Executives (CCSE) and Value Stream Managers (VSM) to ensure strict adherence to contractual terms and conditions.
• Update the Contract Summary Database to capture customer requirements.
• Liaise with customers if deviations are required to meet critical deliveries.
• Advocate as the Voice of the Customer (VOC) and work closely with Operations to meet customer requirements.
• Monitor customer satisfaction through several mechanisms, such as Net Promoter System (NPS), Customer Dashboards and Rolling Action Item Lists (RAIL).
• Liaise with customers on rotable support – planning, quotes, payments, core gear returns, and resolve potential obstacles.
• Leadership skills to work with the Value Stream teams, especially in collaborating with the CCSE on customer communications.
• Collect feedback on product performance and data across Safran Landing Systems product lines including reliability data, unscheduled brake removals and competitor intelligence.
• Support landing gear incidents, rotable sale management and System Equipment sales campaigns to optimise sales and cash opportunities for Safran Landing Systems.
• Manage customer satisfaction processes and recovery plans for below target performances.
• Any other duties as assigned.

Job Requirements

• Bachelor’s degree with at least 5 years of relevant customer service and programme/ contract management experience.
• A comprehensive understanding of the MRO business environment and its commercial drivers and customer needs.
• Demonstrate adaptability and savviness in customer interaction and in resolving unexpected issues on short notice.
• Ability to inculcate a strong customer-centric mind-set within cross-functional teams to meet and exceed customer expectations.

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