Full job description

Location: Dubai, United Arab Emirates

JOB OBJECTIVE:

• The primary focus of the Customer Support Manager (CSM) is to guarantee the proper execution of contracts in terms of customer satisfaction, on-time delivery, quality of execution and profitability.
• As such, he/she takes ownership of the customer’s concerns and work towards their resolution in coordination with the customer to drive in-service operational, technical and contractual issues and commitment on all the AGS range of services. Being responsible for Customer satisfaction, he/she will work closely with Thales back-office teams: marketing and sales, technical back-office and operations departments.
• Responsible for building customer intimacy, identifying upsell opportunities, supporting sales campaigns, contributing to account strategy and associated budgeting reviews.
• Occasional travels expected in France.
• Frequent travels expected on Customer sites, in particular in Turkey.

ROLES & RESPONSIBILITIES

• During contract execution phase, CSM is the customer focal point & is accountable for customer satisfaction.
• Responsible for seamless end-to-end contract execution while maximizing contract profitability.
• Manage the interface with customers related to flow management (repair, distribution) and responsible for meeting associated On-Time Delivery objectives.
• Handle customer questions & requests in timely manner, manage customer expectations, ensure enjoyable customer experience.
• Responsible for Contract operational performance (reliability, OTD, etc.).
• Monitor financial performance (Margin, SOA, etc).
• Identify and alert on risks, propose mitigation plans (customer claims, technical or operational issues, etc).
• Drive customer scorecards, ASSR, Top-5 irritants monitoring.
• Build yearly customer catalogues.
• Build customer intimacy: identify and build key relationships.
• Promote Thales image, regular visits.
• Develop customer knowledge and provide regular reporting.
• Support sales campaigns.
• Contribute to global account customer satisfaction & strategy.
• Contribute to SBP / MYB.

WORK EXPERIENCE REQUIREMENTS

• 5 years minimum in customer service or sales or technical/operational environment, preferably in airline or aerospace sector

QUALIFICATION, CERTIFICATION & EDUCATIONAL REQUIREMENTS

• Master’s degree in engineering or equivalent
• Fluent in English (Oral and Written)
• French and / or Turkish Languages much appreciated

PREFERRED SKILLS

• Customer oriented, excellent listening skills
• Project Management skills
• Analytical, reliable and rigorous, able to perform extensive data analysis
• Root cause analysis
• Communication skills: able to prepare and make oral presentations to customers, regular customer meetings (Teams and face-to-face)
• Reactivity, stress resilience
• Ability to work autonomously and to establish excellent internal contacts and relationships in a multi culture WW organization.

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