Customer Support & Service Manager Middle East

Safran Group; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading defense company is looking for a Customer Support & Services Manager based in the UAE to expand its support activities in the Middle East. The role involves identifying new business opportunities, managing customer relationships, and coordinating commercial actions. Candidates should have over 5 years of experience in customer support and business development, preferably within the defense sector. The position requires proficiency in analytical tools and a willingness to travel up to 50% of the time.

Qualifications

• Proven experience in support activities, ideally in defense.
• More than 5 years of experience in Commercial and Customer support activities.
• Demonstrated excellent customer relationship management skills.

Responsibilities

• Identify and prospect new business opportunities in the Middle East.
• Coordinate commercial actions and report on customer needs.
• Maintain relationships with Safran Electronics & Defense entities.

Skills

Customer relationship management

Strong written and oral communication

Analytical software proficiency

Project management

Business development

Education

Bachelor's degree or equivalent experience

Tools

Excel

PowerPoint

Job description

Job Summary

The Customer Support & Services Manager (CSSM) is responsible for reinforcing and expanding the existing Support & Services activities within the assigned geographical area in the Middle East for the Defense Global Business Unit – Customer Support & Services Department. This role involves identifying and prospecting new opportunities to develop these activities, establishing and reporting on customer needs, and coordinating all related commercial actions. Additionally, the CSSM will develop and maintain local relationships with various Safran Electronics & Defense entities, partners, and customers.

In collaboration with the Customer Support & Services Manager pole of the Defense GBU, the CSSM will work on structuring activities to achieve the global objectives of the Customer Support & Services Department.

Key Performance Indicators (KPIs)

• Customer Satisfaction: Measure customer satisfaction for support and services activities
• Customer Loyalty: Track customer retention rates and loyalty metrics
• Business Opportunities Identified: Count the number of new business support & service opportunities identified and communicated to the Global Business Development (GBD) team
• Footprint Expansion: Measure the expansion of Safran Electronics & Defense's support and service activities within the region
• Communication Effectiveness: Evaluate the effectiveness of communication with the GBD team regarding new opportunities and customer needs

Job Requirements

Local contract – attached to GBU Def – CSSD (functional). Based in Middle East with numerous business travels within assigned geographical area and in France. Local legal working terms apply.

• Proven experience in support activities & ideally in defence.
• Proven experience in business development within the geographical area.
• More than 5 years of professional experience in Commercial and Customer support activities.
• Bachelor's degree or equivalent experience.
• More than 5 years of complex sales & Business development experience or more, preferably in Support activities and ideally in Defense industry.
• Demonstrated excellent customer relationship management skills, strong written and oral communication skills and strong listening skills.
• Experience with project management, contractual terms and conditions, and financial acumen.
• Proficient in utilizing analytical software and sales tools (Excel, PowerPoint, etc.).
• Achievement and results oriented.
• Able to function and work independently and confidently.

Travel

Able to travel up to 50% of the time.

Company Information

100 avenue de Paris 91300
Massy
United Arab Emirates