Customer Engagement and Program Manager

Customer Engagement and Program Manager

Airbus pioneers
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Job Description



Job Description:
Anticipating a new era in maintenance and aircraft technology, Airbus has developed and adapted state-of-the-art solutions through the aircraft lifecycle, moving from unscheduled to planned maintenance, increasing fleet optimisation and reliability, expanding aircraft connectivity.
Digital Services (SD) is at the forefront of supporting its Customers (Airline Operators, Lessors, MRO and Airports) to reach their digital transformation and has developed an end-to-end approach, based on a solid relationship and understanding of the customer's needs.
The Customer Engagement and Programme Manager team is a key enabler of the Digital Services Growth organization (SD) and the Customer Success Management process. The mission of each CEPM is fundamentally based on customer proximity, and is a such spread in different regions of the world. Airbus Africa & Middle East (AME) will welcome new team members in its offices based in Dubai to cater to the region.
The jobholder will have the responsibility to ensure the realization of the value creation expected from our Digital solutions by engaging with the airline customers in the AME region, to identify their needs, in close collaboration with the commercial sales and the innovation teams, and oversee the deployment of the services with the airlines.

In doing so, the CEPM will be in close connection with the Airbus AME organization but also the Digital Services ecosystem in Airbus Central entity.
The CEPM role requires a strong understanding of the airline customers, aircraft systems, program and project management, digital trends, systems integration, agile software design methodology and some fluency in the latest technology trends.
If you define yourself as a customer-minded, delivery-focused leader, and innovative problem-solver, if you have no issue in being autonomous whilst fostering strong collaborations internally and externally, and if you thrive in fast-paced and fluid environments, joining our CEPM team might be for you!
Main duties and responsibilities

  • Manage the relationship with customers: the CEPM is the voice of the Customer in Digital Services and creates strong ties with its relevant interfaces with a view of growing the business opportunities. This can apply to different set-ups:

1. Contributing to Digital Services sales campaigns with the GAM, Digital Solutions Sales Director, Commercial and Marketing teams and ensures capacity to deliver versus sales commitment before signature.
2. Deploying consultative selling methods, the CEPM identifies with the Customer its needs and acts as business-line strategic advisor for
i) the Airbus sales teams to craft an offer based on existing product lines, and
ii) Digital Innovation teams to identify any product or solution innovation potential.
3. Establishing and implementing a strategy to identify, develop and leverage select airlines as Digital Champions to act as ambassadors of Airbus digital solutions vis vis the other Customers
4. Engaging the early adopters in the Digital Alliance product and go-to-market strategies.
5. Being the Customer's main entry point for the execution of the Digital Services contract execution.
6. Identify upsell opportunities among the Customer portfolio while working with Portfolio, Marketing & Sales and promote add-on solutions.

  • The deployment phase of the solutions sold to the Airlines requires strong programme management and change management skills to define the deployment plans, coordinate and drum-beat all teams involved within Airbus and the customer.

The objective is to guarantee on-time/cost/quality delivery of satisfactory solutions, ensuring expected availability for platform, algorithms and services applications and getting correct data capture, routing, transport & processing. In that role the CEPM shall:
1. Define and manage for each Airline the detailed customized end-to-end implementation roadmap, with clear milestones and deliverables for Airbus, based on contractual commitments. In doing so the CEPM will need to liaise with Zero-AOG, the Connectivity House, the relevant Programme teams, Engineering teams, the Support and Deployment teams and any other relevant stakeholder necessary to ensure a smooth and adapted entry-into-service.
2. Drive acceptance from Customers on digital solutions, support tailored change management plans by leveraging Airbus-wide capabilities and trigger associated revenues.
3. Communicate on overall progress

  • Once the solutions are well implemented the CEPM shall ensure smooth contract execution and continuous engagement for each account by doing the following:

1. Manage the contract P&L (ensure contractual commitment within budget, and secure appropriate invoicing with the relevant teams)
2. After deployment, manage the contracts, by monitoring and communicating with the Customers on the key points of the service level agreements, manage remedies if any, collect and share customer feedback from various sources (Sales and Marketing, CSD, Field reps, Tech request database, contracts)
3. Ensure constant presence and check-in by organizing quarterly reviews to monitor Customer pulse and ensure appropriate usage of the digital solutions, eventually taking action in case gaps are identified.
Main Deliverables

  • Conduct workshops and immersion session with Customers

  • Drive the value assessment from pre-sales phase to acceptance and adoption phases and monitor Customer adoption, ensuring efficient usage to maximize proven value

  • Customer engagement plans, based on product priorities and consultative selling outputs.

  • Draft and/or review the contracts Statement of Work (SOW) on feasibility, cost, acceptance criteria and invoicing topics. Evaluate the cost of the contract. This will include confirming the Customer's fleet is properly fitted with the required enablers, correct data-transmission, capture, routing, transport & processing elements.

  • Deployment roadmaps and robust planning agreed by all relevant Airbus stakeholders

  • Ensure yearly revenues by triggering invoices issuance and follow-up.

  • Ensure that service level agreement and other KPI are in place, share them with customers and manage remedies.

  • Identify/anticipate and mitigate risks/issues which may affect contract execution of digital solutions and make Customer heat map monitoring (commercial/invoicing, growth plans and product adequacy, change management and adoption rate)

Profile
Please get in touch with us if you have the following skills:

  • Proven Airline Customer-facing experience

  • Aeronautical engineering and avionics knowledge or the ability to understand rapidly and in detail digital products linked to Aircraft ops, health monitoring, predictive maintenance, reliability

  • Knowledge in IT, data-analytics or have a strong interest in these fields, being familiar with Skywise

  • Programme management and the right skill sets to drumbeat the internal organisation to ensure contractual commitments, Customer satisfaction, cost and revenue targets and events management.

  • Capacity to build and own project path and to maintain project consistency at any time.

  • Know the Airbus organization and its processes

  • Excellent communication skills (internal/external) and assertiveness, including experience in holding technico-commercial discussions with Airlines, ranging from Airline CEOs, VPs Heads of Maintenance, Fleet Management, Operations, Reliability, Airline IT teams.

  • Capable of creating a strong and trustful Customer relationship and managing Customer expectations. You believe in listening to the Customer, as much as being able to give clear explanation and resolve potential issues

  • Proactive and good organizational skills.

  • Good team player, have the ability to collaborate in cross-functional teams and include remote teams to ensure consistent ways of working

  • Curious and open-minded for change and continuous improvement.

  • English Advanced level (written and spoken) an additional language would be an asset.

  • Ability and appetite to travel (approx 30% of time on average)

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.
Company:Airbus Africa and Middle East FZE
Contract Type:Permanent Contract / CDI / Unbefristet / Contrato indefinido
Experience Level:Professional / Expriment(e) / Professionell / Profesional
Job Family:Customer Account and Service Management
By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to.

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