Customer Service Manager

Position Purpose

Lead the Customer Services organization in the strategic management of Safran Landing Systems MRO customer portfolio, ensuring customer satisfaction, commercial performance and operational alignment. Serve as the Voice of the Customer, translating customer needs into actionable strategies while balancing customer expectations with Safran’s operational and business objectives.

Key Responsibilities

• Lead and develop a team of 6 Key Account Managers.
• Manage strategic relationships with 15+ global airline customers and Safran Landing Systems stakeholders.
• Serve as the senior escalation point for critical customer and operational issues.
• Lead commercial activities including over and above pricing, commercial offers, contract negotiations, renewals and claims.
• Build and maintain strong relationships with senior and executive-level airline stakeholders.
• Identify customer needs, risks and opportunities and translate them into effective business and operational strategies.
• Lead cross-functional teams across Operations, Supply Chain, Finance, Quality, Engineering, Sales, Programs and Logistics to deliver customer solutions.
• Monitor customer portfolio performance, identifying opportunities to improve revenue, profitability, customer satisfaction and operational performance.
• Drive continuous improvement and strengthen long-term customer partnerships.

Scope

• Major customer portfolio
• 15+ global airline customers
• 8 direct reports
• International customer base across North America, Latin America and EAME
• Limited travel requirements

Required Qualifications & Experience

• Bachelor’s degree in Business, Engineering, Aerospace, Supply Chain or related field.
• 8+ years of experience in customer management, strategic account management, commercial operations, aftermarket services or related areas.
• Proven experience leading teams and cross-functional organizations.
• Strong commercial, negotiation and financial acumen.
• Experience managing complex customer relationships and escalations.
• Aerospace/aviation experience preferred, but candidates from other industries with strong strategic account management and leadership experience may be considered.
• Fluent English required.

Core Competencies

• Strategic Customer & Account Management
• Commercial & Business Acumen
• Cross-Functional Leadership
• Negotiation & Influencing
• Executive Communication
• Customer Escalation Management
• Problem Solving & Decision Making
• Team Leadership & Development
• Continuous Improvement