Customer Support Director

2 weeks ago

Singapur, Singapore airbus Full time
Job Description:

Job Objectives

The Airline Customer Support Director is responsible for driving Airbus' Airline support and service strategy to ensure an aligned approach. This role assists other Business Units to achieve their objectives while satisfying the Airline.

In-line with the Global Account Management (GAM) concept, the Airline Customer Support Director leads the In-Service Core Team (ISCT) in-service account management as the primary interface for the Airline and Customer Services. This role ensures a single voice per customer.

The Airline Customer Support Director acts as the primary interface between Customer Services and the assigned Customers. This role is responsible for aircraft Entry into Service preparation and is accountable for all in-service issues while ensuring the highest level of safety, reliability, customer satisfaction, and business development.

This role manages the relationship by establishing and maintaining direct contact with Customers at management level within the Airline. The Airline Customer Support Director is aware of Customer Operational Performance and launches appropriate actions where needed. This role keeps Airbus management aware of issues and actions taken and involves all relevant departments within Customer Services or other directorates and Partners/Suppliers.

The Airline Customer Support Director ensures the implementation of Support Clauses in the Purchase Agreement and in all subsequent Customer Services commercial agreements. In conjunction with the Service Sales Director, this role identifies customer needs and promotes and actively supports the sale of Customer Services range of products and services.

Job Responsibilities

  • Develop an Individual Customised Airbus' Airline 'In-Service' Annual Strategy aligned with Aircraft Sales Strategy (Customer Affairs).
  • Manage the relationship with several customers with different sizes, cultures, structures, at various levels in the Customer organization, while working closely with Customer Affairs.
  • Provide timely support to Customer operational and commercial requests in a complex environment with many internal interfaces and without hierarchical authority.
  • Prepare Entry into Service of new Aircraft by assembling and managing a team to secure operator readiness for on-time entry into service of such aircraft.
  • Identify opportunities and promote new business for all Customer Services products and services.
  • Establish and Manage Customer debt recovery plan when necessary.
  • Monitor, control, and implement all Customer Services Sales Agreements and Purchase Agreements (including repair agreement and retrofit agreement).
  • In conjunction with the Services Sales Director for Chargeable Services (Customer Service Agreements), coordination of sold services follow-up via Upgrade Programme Managers, FHS Customer Programme Directors, Training Key Account Managers, NavBlue Product Managers, Digital Product Managers, and Satair Account Directors, etc.
  • In conjunction with the Sales Support Director for Aircraft Support Package (Aircraft Purchase Agreements), identification and guidance on customer needs.
  • In conjunction with the Field Service Manager, provide first-line issue resolution and de-escalation.
  • Manage Support and Service Escalations & Claims.
  • Consolidate and Coordinate an Airline Visit Schedule.
  • Coordinate and Administer ERM (SMM) / FRM (TRM) Events.
  • Provide timely and reliable information to Airbus higher management on the relationship with the customers and on critical issues.
  • Update reviews and reports as required.
  • Exercise commercial control and ensure that expenditures are within commercial commitments, commercial gestures are under control and minimised, overdue payments are made, and close follow-up of contractual commitments is kept.

Job Requirements

  • Hold professional qualifications in aerospace engineering or a related discipline.
  • Have at least eight years' experience in the aviation industry.
  • Possess knowledge and awareness of contracting principles.
  • Have a strong level of aviation safety awareness.
  • Have demonstrated high-level written and oral communication skills in English.
  • Possess strong interpersonal/negotiation skills in a multi-cultural environment.
  • Be able to develop a business strategy supported by a robust business plan or other strategic imperatives.
  • Have demonstrated ability to work in multi-functional teams.
  • Have demonstrated experience in leading and managing transverse teams and activities with no hierarchical authority.
  • Be able to work autonomously and take initiative.
  • Possess an excellent track record of customer interfacing experience.
  • Demonstrate leadership, ownership, empathy, flexibility, assertiveness, and humility.

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 Singapore Private Limited

Employment Type: Permanent

Experience Level: Professional

Job Family: Customer Account and Service Management

  • Customer Support Director

    1 month ago

    Singapur, Singapore airbus Full time

    Job Description:Job Summary:The Airline Customer Support Director is responsible for driving Airbus' Airline support and service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the Airline.Key Responsibilities:Develop an Individual Customised Airbus' Airline 'In-Service' Annual...

  • Customer Support Director

    5 months ago

    Singapur, Singapore airbus Full time

    Job Description: Job ObjectivesThe role of the Airline CSD is to collate and internally drive Airbus' Airline support and service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the Airline.In-line with the Global Account Management (GAM) concept, the Airline CSD leads the In-Service...

  • Customer Support Director

    1 month ago

    Singapur, Singapore airbus Full time

    Job Overview:The Customer Support Director will play a pivotal role in driving Airbus' Airline support and service strategy, ensuring a cohesive approach and assisting other Business Units in achieving their objectives while meeting Airline needs.Key Responsibilities:Develop a customized Airbus Airline 'In-Service' Annual Strategy aligned with Aircraft Sales...

  • Customer Support Director

    2 weeks ago

    Singapur, Singapore airbus Full time

    Job Overview:The Customer Support Director will play a pivotal role in driving Airbus' Airline support and service strategy, ensuring a cohesive approach and assisting other Business Units in achieving their objectives while meeting Airline needs.Key Responsibilities:Develop and implement an Individual Customised Airbus' Airline 'In-Service' Annual Strategy,...

  • Customer Support Director

    4 weeks ago

    Singapur, Singapore Careers@Gov Full time

    Job Title: Assistant Director, Customer SupportCareers@Gov is seeking a highly skilled and experienced Assistant Director to lead our Customer Support team. As a key member of our organization, you will be responsible for developing and implementing customer support strategies, processes, and standards to drive improvements in customer...

  • Strategic Customer Support Director

    2 weeks ago

    Singapur, Singapore Careers@Gov Full time

    Job Title: Assistant Director, Customer SupportCareers@Gov is seeking a highly skilled and experienced Assistant Director to lead our Customer Support team. As a key member of our organization, you will be responsible for developing and implementing customer support strategies, processes, and standards to drive improvements in customer experience.Key...

  • Assistant Director, Customer Support

    4 weeks ago

    Singapur, Singapore Careers@Gov Full time

    Health Promotion Board (HPB) is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalised experiences that empower individuals to embrace holistic well-being. To serve Singaporeans, HPB engages its customers via online and offline touchpoints such as outreach through the different...

  • Director's Support Specialist

    2 weeks ago

    Singapur, Singapore Aethir Full time

    Aethir's Director's Support SpecialistAethir, a leading DePIN, Enterprise-grade, AI-focused GPU-as-a-Service provider, is seeking a highly organized and dedicated Director's Support Specialist to provide comprehensive support to our Director.Key ResponsibilitiesManage the Director's calendar, scheduling meetings, appointments, and travel arrangements.Handle...

  • Director of Customer Engagement

    3 weeks ago

    Singapur, Singapore Marina Bay Sands Full time

    Job Title: Assistant DirectorJob Summary:We are seeking a highly motivated and customer-centric Assistant Director to join our team at Marina Bay Sands. As a key member of our customer engagement team, you will be responsible for promoting our integrated resort and driving awareness of our affiliated properties. You will also be responsible for developing...

  • Director's Support Specialist

    2 weeks ago

    Singapur, Singapore Aethir Full time

    Aethir, a leading DePIN and AI-focused GPU-as-a-Service provider, seeks a highly organized and dedicated Director's Support Specialist to provide comprehensive support to our Director.The ideal candidate will manage a wide range of administrative and personal tasks to ensure the smooth operation of the Director's daily life.Key ResponsibilitiesManage the...

  • Customer Experience Director

    4 weeks ago

    Singapur, Singapore Careers@Gov Full time

    Job Title: Deputy Director, Customer Insights and Service Process ImprovementAt Care@Gov, we are committed to delivering exceptional customer experiences across all touchpoints. We are seeking a highly skilled and experienced Deputy Director to lead our customer insights and service process improvement initiatives.Responsibilities:Develop and implement a...

  • Regional Head of Customer Support APAC

    2 weeks ago

    Singapur, Singapore airbus Full time

    Job Overview:The Regional Head of Customer Support APAC will play a key role in leading the Customer Support Directors and Regional Field Service teams, developing personal relations with key Airbus customers, and promoting safety of Airbus aircraft operations.Key Responsibilities:Lead the team of Customer Support Directors and Regional Field Service...

  • Customer Service Director

    1 week ago

    Singapur, Singapore Skyhigh Full time

    The Role:– We are seeking a Customer Service Director to oversee the Flexer department at Skyhigh. This individual will be responsible for managing Flexer welfare-related issues and developing corporate-wide policies and procedures.Key Responsibilities:– Act as the primary point of contact for Flexer-related crisis escalations that impact our community...

  • Customer Success Director

    1 week ago

    Singapur, Singapore Braze Full time

    About the RoleAs a Customer Success Director at Braze, you will be responsible for leading our Customer Success teams in APAC, driving growth, development, and achievement. You will own our entire book of business, building strong relationships with customers, minimizing and mitigating risks, and successfully supporting growth opportunities to ensure your...

  • Director of Enterprise Application Support

    2 weeks ago

    Singapur, Singapore Prudential plc Full time

    Job Title: Director - Corporate Applications SupportAt Prudential plc, we are seeking a highly skilled and experienced Director to lead our Corporate Applications Support team. As a key member of our IT organization, you will be responsible for ensuring seamless, efficient, and effective support for all enterprise applications.Key Responsibilities:Leadership...

  • Director of Enrolment and Customer Service

    1 month ago

    Singapur, Singapore Busy Bees Nurseries Full time

    Job Title: Director of Enrolment and Customer ServiceAbout the Role:We are seeking an experienced Director of Enrolment and Customer Service to lead our Enrolment team in achieving target conversions for assigned Brands. The successful candidate will work closely with the Head of Brands to establish Enrolment targets and implement tools for effective...

  • Executive Director

    4 weeks ago

    Singapur, Singapore Careers@Gov Full time

    Job Title: Executive Director - Student SupportAt Careers@Gov, we are seeking an experienced Executive Director to lead our Student Support team. The successful candidate will be responsible for developing and implementing strategies to enhance student wellbeing and engagement.Key Responsibilities:Develop and review the personal mentor framework to establish...

  • Customer Partnership Director

    3 weeks ago

    Singapur, Singapore 5160 Kyndryl (Singapore) Pte. Ltd. Full time

    About the RoleWe are seeking a seasoned professional to join our team as a Customer Partnership Director. In this role, you will be responsible for building and maintaining deep customer relationships, driving account growth, and ensuring operational excellence.Key ResponsibilitiesCreate and maintain strong customer relationships, leveraging Kyndryl's unique...

  • Customer Success Director

    4 weeks ago

    Singapur, Singapore Braze Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Success Director to join our team at Braze. As a key member of our Senior Leadership Team, you will be responsible for owning our entire book of business within APAC, managing multiple teams, and taking ownership of their growth, development, and achievement.Key ResponsibilitiesBe a core...

  • Executive Director

    2 weeks ago

    Singapur, Singapore Careers@Gov Full time

    Job Title: Executive Director - Student SupportJoin us in shaping the future of student support at NYP. We are seeking an experienced and passionate Executive Director to lead our Centre for Student Support.Key Responsibilities:Develop and implement a comprehensive student support framework to enhance student wellbeing and academic success.Lead a team of...