Sales & Customer Support Manager

2 weeks ago

Singapore SOCIETE AIR FRANCE Full time
Roles & Responsibilities

PURPOSE OF THE JOB

The purpose of the Sales & Customer Support Manager is both to implement sales strategies to grow/develop revenues from his portfolio and to act as point of contact between all internal AFI and his customer portfolio customer during the contract.

OVERALL OBJECTIVES

The Sales & Customer Support Manager is part of the Engineering & Maintenance division of Air France and reports to the General Manager "Power By Event" activity based in Paris. The Annual turnover to reach by each Sales & Customer Support manager is between 7M€ & 10M€. In order to succeed, the CSM should:

1. Perform market research & have the correct network on market to participate in the sale forecast

2. Build and maintain strong relationship with customers (airlines, MRO, lessors)

3. Reach the allocated local sales targets with respect to turnover per product

4. Provide reliable & accurate feedback of his sales results

5. Secure the launching of new customer contracts

6. Monitor the activity and performance of our Business Unit in regards to our contractual obligations

7. Contribute to maximize revenue from already existing contracts

8. Measure the customer satisfaction and takes all necessary actions to improve it

9. Mentor & train junior Sales & Customer Support Manager

KEY RESULTS AREA

1. Perform market research & have the correct network on market to participate in the sale forecast

Participates in budget drawing up sharing his experience and knowledge of his portfolio.

Participates in developing and implementing a Sales action plan, in some cases to be shared with the GEMCO

Makes and updates the ranking of his allocated prospects and customers

Provides reporting to the GEMCO for turnover achievement and sales perspectives

2. Build and maintain strong relationship with customers (airlines, MRO, lessors)

Maps his/her portfolio (geographical area) by identifying and characterizing all entities (airlines, freighters, lessors...)

Build trustful and robust relationships with prospects and turn them into loyal customers

Regularly visit his/her customer to stay close and be able to anticipate their needs

Provide unsolicited offers and answer in time to the customers RFPs

Involve the AFI management when required

3. Reach the allocated local sales targets with respect to turnover per product

Is responsible for the financial turnover results of his portfolio

Develops new opportunities and converts these into new leads and organizes and coordinates the offer review when necessary

Drives the negotiations with the customer and provides with a business analysis of the lead at the end of the negotiation (including risk analysis)

4. Provide reliable & accurate feedback of his sales results

Ensures management is informed on a regular basis on all matters related to his/her portfolio

Issue reporting & KPI to the management on revenues & profit margin of his/her portfolio

Contributes positively to the communication and coordination with the GEMCO

Reports on his activities including trip reports after each customer visit, meeting, MRO, or social event.

Fills in and updates the internal database with customer intelligence & info

5. Secure the launching of new customer contracts

Defines with the customer all particular conditions and procedures to implement the contract.

Launches the implementation of the contract with all relevant actors in the operational units

Performs first configuration of the contract within the IT systems (ASTRE, Descartes, SAP) and secures its updates for the contracts of her/his responsibility

6. Monitor the activity and performance of our Business Unit in regards to our contractual obligations

Measures performance due to his/her customers (KPI)

Ensures that action plans are taken by operational Business units to reach contractual commitments

Secures reliable coordination and communication with the Operational Customer Expert (CSE)

Ensures the measurement of the financial performance of the contract leads the operational units in reducing the costs linked with the contract and is responsible to secure and/or improve the financial margin of the contract.

Drives regular "Performance Review" meetings with the customer about the service provided

7. Contribute to maximize revenue from already existing contracts

Secures that additional and/or excluded services are invoiced and paid accordingly

Solves invoices disputes with the customer

Manage directly operational deals for high value or large scope (thresholds TBD)

Follow the deal operationally (quotation, delivery, invoice, IT update...)

-Negotiate conditions (availability, pricing ...) with the Product if necessary

Contributes to the debt reduction

Supports the transfer of customers from PBE to PBH, when deemed relevant by the Head of Customer Services: facilitates contacts, provides analyses of customer needs, favors sales speech, and facilitates contract negotiation.

8. Measure the customer satisfaction and takes all necessary actions to improve it

Presents the customer satisfaction questionnaire to the customers (at least once a year for significant customers), collecting the answers and filling in the related database

-Participates in analyzing and synthesizing regularly the Business Unit satisfaction results for regular reporting in the BU Management meeting and to the Marketing department

-Participates in defining the action plan to improve the customer satisfaction

MAIN INTERFACES

External

  • Customers & Prospects (airlines, lessors, MRO, etc.)
  • Industrial partners (Airbus, Boeing, OEMs...)

Internal

  • Account Sales Managers
  • AFI KLM E&M Marketing &communication department
  • Legal, Finance and Procurement
  • Logistic Centers
  • Shop Managers
  • Customer Pricing Officers
  • Customer Support Experts
  • Customer Quotation Officers

REQUIRED KNOWLEDGE

  • Minimum Degree in Business/Engineering
  • Sales & Marketing
  • Component Products knowledge
  • Commercial experience
  • Fluent English (French is a strong asset)
  • Political sensitivity

COMPETENCIES

  • Customer Focus
  • Cross cultural awareness
  • Excellence
  • Team player
  • Curiosity
  • Autonomy
  • Excellent communication skills
  • Problem solving minded
Tell employers what skills you have

Negotiation
Market Research
Components
Excellent Communication Skills
Overhaul
Customer Support
Business Analysis
Maintenance & Repair
Problem Solving
market research analysis
Sales Forecasting
Customer Satisfaction
Customer Focus
Customer Intelligence

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