Customer Support Manager - Aerospace

Hudson Shribman; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Hudson Shribman is seeking an experienced Customer Support Manager for a leading aerospace organisation based in the UK. You will oversee end-to-end Support & Services, coordinating with engineering, commercial, finance and service delivery teams to meet customer needs.

You will manage complex requirements, lead customer meetings, and develop long-term relationships while identifying new opportunities and ensuring high service levels for a demanding portfolio.

Qualifications

• Extensive aerospace industry experience in Customer Support, Account Management, Service Delivery, Operations or Technical/MRO.
• Proven ability to manage complex customer requirements from enquiry to resolution.
• Strong communication and stakeholder management skills.
• Experience leading customer meetings and driving actions to completion.
• Ability to work across multiple internal/external teams and maintain relationships.
• Commercial awareness with ability to identify new opportunities.
• Excellent organisational skills and ability to meet tight deadlines.
• Confident presenting to senior customers and stakeholders.

Responsibilities

• Act as primary point of contact for a portfolio of aerospace customers.
• Build and maintain long-term relationships through regular engagement and visits.
• Manage customer support from enquiry through completion.
• Coordinate maintenance activities, AOG events and operational needs with teams.
• Lead customer meetings and ensure actions are delivered on time.
• Collaborate with Sales and Commercial to identify new Support & Services opportunities.
• Manage opportunities and CRM records across the customer lifecycle.
• Support commercial proposals and customer offers.
• Monitor customer satisfaction and drive corrective actions.
• Resolve complex issues with cross-functional teams to sustain service delivery.

Skills

Aerospace industry experience

Customer relationship management

Account management

Service delivery

Stakeholder management

Communications & negotiation

Cross-functional coordination

Meeting leadership

Commercial awareness

Organisational skills

Education

Degree-level qualification in Aerospace/Engineering/Management

Tools

Salesforce

Job description

Customer Support Manager - Aerospace Competitive Salary + Benefits

South East England | ABJ6777

A highly experienced Customer Support Manager is required to join a leading aerospace organisation.

As customer support manager this is a customer-facing role responsible for the end-to-end management of Support & Services activities, acting as the key point of contact for customers and coordinating with internal teams across customer support, engineering, commercial, finance and service delivery.

As customer services / customer support manager this would suit aerospace / defence/ professional with a strong background in Customer Support, Account Management, Service Delivery, Operations or Technical/MRO, who is confident managing complex customer requirements and building long-term commercial relationships.

Key Responsibilities

• Act as the primary point of contact for a portfolio of aerospace customers.
• Build and maintain strong, long-term customer relationships through regular engagement and visits.
• Manage customer support requirements from initial enquiry through to completion.
• Coordinate maintenance activities, AOG events and other operational requirements with relevant teams.
• Lead customer meetings and ensure agreed actions are delivered within required timescales.
• Work closely with Sales and Commercial teams to identify and develop new Support & Services opportunities.
• Manage customer opportunities and requirements through CRM systems.
• Support the delivery of commercial proposals and customer offers.
• Monitor customer satisfaction, feedback and complaints and drive appropriate corrective actions.
• Work cross-functionally to resolve complex customer issues and ensure a high level of service delivery.
• Contribute to continuous improvement and operational transformation initiatives.

Essential Skills & Experience

• Extensive experience within the aerospace industry, ideally within Customer Support, Account Management, Service Delivery, Operations or Technical/MRO.
• Proven customer relationship and account management experience.
• Strong communication, negotiation and stakeholder management skills.
• Experience managing complex customer requirements from initial enquiry through to resolution.
• Ability to work effectively across multiple internal functions and external stakeholders.
• Experience managing customer meetings, actions, complaints and escalations.
• Strong commercial awareness with the ability to identify and develop new business opportunities.
• Excellent organisational skills with the ability to manage multiple priorities and tight deadlines.
• Confident presenting to senior customers and internal stakeholders.

Desirable Skills & Experience

• Previous experience managing a varied portfolio of customer profiles.
• Experience using Salesforce or other CRM systems.
• Degree-level qualification in Aerospace, Engineering, Management or a related discipline.
• Experience working within an aerospace / defence environment
• Able to remain calm and effective when managing complex or time-critical situations.
• Professional and highly presentable.

Clearance: This position is subject to UK Security Clearance (SC) and successful candidates will also be required to undergo BPSS checks. Visa sponsorship is not available for this position.

Salary dependent on experience + strong benefits package.