Program and Customer Support Manager

Safran; Dubai; Sur place; AED 400 000 - 700 000; Plein temps

Résumé du poste

Safran in the United Arab Emirates seeks a Program and Customer Support Manager to lead aftermarket programs for key clients in its regional portfolio. You will work with sales, engineering, and supply chain to ensure that the delivered product meets contractual definitions while optimizing profitability.

The role requires strong customer focus, relationship building, and the ability to manage complex projects across multicultural teams. Regular travel in the Middle East is expected.

Qualifications

• Customer oriented and client relationship mindset.
• Ability to work across multicultural environments and departments.
• Knowledge of program/project/contract management.
• Knowledge of aviation industry and airlines.

Responsabilités

• Manage aftermarket programs to ensure customer satisfaction and profitability.
• Coordinate with sales, engineering, supply chain and front office to meet contracts.
• Monitor KPIs for budget, delivery, warranty and customer satisfaction.
• Oversee revenue tracking and cost control of service contracts.
• Develop relationships with customers, distributors and regional partners.
• Define and deploy aftermarket strategies for client portfolios.
• Address in-service issues with internal stakeholders.
• Drive continuous improvement of aftermarket program standards.

Connaissances

Customer oriented

Relationship building

Multicultural teamwork

Program management

Aviation industry knowledge

Complex project management

Clear communication

Decision making

Team spirit

Negotiation

Analytical thinking

Office software

Formation

Master's degree

Outils

PowerBI

Description du poste

Job details

Job field / Job profile

Customer services and support - Customer support & services management (CSSM)

Job title

Program and Customer Support Manager

Employment type

Permanent

Part time / Full time

Full-time

Job description

• Manage aftermarket programs (in service and/or in development) within their clients' portfolio to ensure customer satisfaction and program profitability in line with the company's objectives, which include: Working closely with sales, engineering, supply chain, front office and other departments if necessary to ensure that the delivered product meets the contractual and accepted definition by the customer while working to eliminate or adjust process issues that hinder the successful delivery of the client's program commitments.
• Determine and monitor key performance indicators (KPIs) related to budget, delivery, warranty and customer satisfaction.
• Implement all necessary actions to ensure that the aftermarket budget and customer satisfaction align with the company's objectives.
• Economic management of support and service contracts: revenue tracking, cost control, contribution to contract profitability, cash flow management- Develop and maintain relationships with assigned customers, distributors, partners and other Safran companies in the region.
• Define and deploy aftermarket strategies, from S1 to S12 within Prompt (Safran's program management repository), for their clients' portfolio.
• Align program strategies across Safran Seats Customer Support & Services for their clients' portfolio.
• Contribute to responding to RFPs / RFIs / RFQs in the aftermarket market for their clients' portfolio.
• Manage with the support of all internal stakeholders (engineering, field support, front office, supply chain, etc.), in-service issues related to their clients' portfolio.
• Continuously develop aftermarket program standards as part of continuous improvement efforts.

But what else? (advantages, specificities, etc.)

Within Safran Seats Customer Support & Services, the Aftermarket Program & Customer Support Manager reports to the Senior Program Manager of the Middle East/Africa/India region.

Travels in the Middle East region (20% working time)

Candidate skills & requirements

• Customer oriented
• Ability to create strong relationships with their clients
• Ability to work in multicultural environments
• Knowledge of program/project/contract management
• Knowledge of aviation industry and airlines
• Proven ability to manage complex projects
• Able to communicate clearly and concisely
• Able to climb at the right time and at the right level
• Able to make decisions/solve problems
• Have a good team spirit
• Have strong negotiation skills and be comfortable in an adversarial business environment during negotiations
• Ability to analyze a complex problem, summarize it and find solutions
• Perseverant and resilient
• Computer skills: good working knowledge of the standard suite of office software (Word, Excel, PowerPoint). Knowledge of PowerBI will be an asset

Job location

Mideast, United Arab Emirates

City (-ies)

Dubai South Logistics District Plot: WB 14 & WB 15 - Gate 1 Dubai

Applicant criteria

Minimum education level achieved

Master Degree

Minimum experience level required

More than 5 years

Additional Languages preferred

English (Fluent)