Job Detail

Customer Engagement & Program Manager - Airbus

Date Posted:Jul 05, 2022

Job Detail

  • Location:
    Singapore, Singapore, Singapore
  • Company:
  • Type:
    Full Time
  • Career Level:
    Mid-Senior level
  • Experience:
    6 Year
  • Gender:
    No Preference
  • Degree:
    Graduate
  • Apply Before:
    Sep 05, 2022

Job Description

The Customer Engagement and Program Manager (CEPM)  is all about driving the digital strategy for the customer in providing superior customer experience consultative engagements, supporting our customers and other Airbus business units in generating values from Airbus digital offerings from Digital Innovations to the existing Digital portfolio.

It requires a strong understanding of the customer, Aircraft systems, program and project management, digital trends, systems integration, Agile software design and is fluent in the latest technology trends.

People in charge of customer success are de facto delivery, customer , technical oriented leaders, innovative problem solvers, self-starters and  strong collaborators who excel in a fast-paced and fluid environment.

Job Responsibilities

  • Sole representative of business line  for external customer facing communication
    • Manage customers interface for all communications related to digital solutions from post-sales for  project execution and manage key success factors in the customer satisfaction;
  • Establish Fair and Trustworthy relationship with Customer
  • Sole representative of business line  to internal GAM representatives
  • Support digital solutions consultative sales as a trusted strategic advisor in collaboration with marketing and under the responsibility of Sales Manager. Activity covers from workshops with customers to contract preparation and includes comprehensive consulting for elaboration,  implementation and use of Airbus digital integrated solutions
  • Advise  customer on best contracted digital solution usage and functionalities based on their business operation model
  • Ensure Portfolio consistency  in front of customers and in Airbus
  • Propose  Airbus Digital Innovations  to Customer when the existing Portfolio is not matching Customer need, customers need is in line with Airbus Innovation strategy
  • Write and/or review Statement of Work (SoW) in digital contracts on feasibility, cost, acceptance criteria and invoicing topics. Evaluate the cost of the contract.
  • Drive the value assessment from pre-sales phase to acceptance and adoption phases and monitor customer adoption, ensuring efficient usage to maximise proven value
  • Build and lead a project team organization with people from different Airbus organisations and in compliance with internal and external rules and regulations to deliver with:
    • expected availability and quality for platform, algorithms and services applications
    • aircraft fitted with required enablers correct data transmission, capture, routing, transport & processing
  • Execute digital solutions contracts - existing portfolio or Innovation - at time, scope, cost and quality
  • Drive acceptance from customer on digital solutions and trigger associated revenues
  • Ensure yearly revenues & invoices follow up
  • Manage internal communication and reporting related to digital services technical sales , contract execution and customer voice including steering management meetings
  • Negotiate with the customer in collaboration with the Sales Manager in case of non-fulfilment of contractual obligations about corrective actions.
  • Ensure that service level agreement and other KPI are in place, share them with customer and manage remedies
  • Identify/anticipate and mitigate risks/issues which may affect contract execution of digital solutions and make customer heat map monitoring
  • Optimize customer experience by committing analysis of lessons learnt and feedbacks from customers related to solutions and processes and advocating customer needs to portfolio management, innovation  and development team
  • Serve as escalation point for issues impacting the customer on digital solution usage  and overall satisfaction
  • Identify upsell opportunities among the customer portfolio while working with Portfolio, Marketing & Sales and promote add-on solutions
  • Capture feedback on digital offerings and ensure that all feedback are recorded and tracked with relevant product line owner. Provide continuous update to all internal and external stakeholders on feedback loop process
  • Ensure Full compliance to the Airbus Digital Customer Success Management Process
  • In addition, to support Airbus Singapore’s partnership with Singapore’s authorities:
    • to generate, identify and engage local partners
    • to fulfill  and deliver local MVPs
    • ensure partnership is extended to ensure team sustainability
  • In case of subcontracted activities, ensure efficient and relevant project management

Secondary Responsibilities

  • Contribute to formulation of engagement and communication plans
  • Participate in concept sessions leveraging ethnographic research and design thinking with customers
  • Conducts workshops and immersion sessions with multi-disciplinary teams and end users
  • Preparation and negotiation of contractual agreements with suppliers, partners and regulatory bodies
  • Partner with Solution Innovators and Digital Engineering to ensure designs are properly implemented and manage the end-to-end customer experience with Digital Solutions
  • Contribute to the design cohort through knowledge sharing, presentations, organizing events and coaching other Program managers
  • Support adoption leveraging Early Adopters Program and advocating high desirability and ideas of high business value.

Job Requirements

  • 6+ years of experience in Customer Solutions Management and consultative-based selling experience preferred
  • 6+ years of Recognized Experience  in commercial airline or aviation domain required
  • Experience in Communication within Commercial Airlines Industry required
  • Aircraft engineering and avionics knowledge required
  • Experience in system integration holding roles in project management, technical management and  development preferred
  • Experience in Airline IT Systems required
  • knowledge in relational model, analytics, artificial intelligence and other emerging technologies preferred
  • Familiar with agile delivery methodology
  • Experience in Airbus Skywise preferred
  • Autonomous
  • Project and delivery oriented mindset
  • Teamwork oriented
  • Capacity to build and own project path  and to maintain project consistency at any time
  • Good communication skills and presentation skills
  • Good people management skills to collaborate with colleagues and cross-functional teams in a multicultural and international environment
  • A self-starter with an ability to excel in a dynamic, ever-changing environment
  • Ability to travel up to 30-40% of the time

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.

Skills Required

Job is expired

Company Overview

New Delhi, Delhi, India

Airbus Group India Private Limited Airbus is a global leader in aeronautics, space and related services. In 2019 it generated revenues of € 70.5 billion and employed a workforce of around 134,000. Airbus offers the most comprehensive range of p... Read More

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