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Chief Customer Liaison Officer

2 weeks ago

Singapore beBeeCustomerSupport Full time $90,000 - $120,000
Job Title: Customer Support Manager

As a key player in the success of our organization, the Customer Support Manager plays a pivotal role in ensuring customer satisfaction and driving continuous improvement.

Job Description:

The Customer Support Manager is responsible for coordinating support disciplines and experts to bring quick and adequate solutions to customer needs. This includes setting up and following up on operational action plans to address customer concerns, complaints, and dissatisfaction. The CSM will also collect customer satisfaction, needs, or expectations to relay the customer context for further use within the organization.

To carry out this mission, the CSM will coordinate with functional specialists to provide analysis and ensure key players provide essential reports. The CSM will assess the gap between observed performance and customer perception to support functional specialists in identifying potential process improvements.

Key Responsibilities:
  • Develop a customer strategy aligned with the customer's expectations and shared with the Front Office Team.
  • Contribute to defining key objectives of the Customer Satisfaction Roadmap in their customer portfolio.
  • Develop and execute comprehensive customer support aligned with overall business objectives.
  • Champion customer feedback within the organization, effectively communicating insights and recommendations to influence operational improvements.
  • Organize regular meetings/visits with customers to recover their priorities and define the customer strategy.
  • Feedback and prioritize issues relating to operational performance, reporting factual data and following in the CRM Salesforce.
Requirements:

The ideal candidate will have a Bachelor's Degree in Aerospace or Engineering and more than 10 years of working experience in the aerospace industry, preferably relating to defence and security support & services. They will possess excellent communication skills, both written and spoken, and be proficient in Google suite, MS Office, and CRM. Additionally, they will have good knowledge of Design and Maintenance & Repair Organization regulations, AH Products & Services, and be able to lead cross-functional teams and manage multiple projects simultaneously.

They will be proactive, highly customer-minded oriented, and able to work under time pressure. They will also have excellent stakeholder management skills, strong business acumen, and experience in transformation and continuous improvement. Solid communication and interpersonal skills are also essential, along with the ability to influence and collaborate effectively with stakeholders at all levels.

This role requires an awareness of any potential compliance risks and a commitment to act with integrity as the foundation for our success, reputation, and sustainable growth.