Customer Support and Program Manager (H/F) - SAFRAN SINGAPORE PTE LTD

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 92 000 collaborateurs pour un chiffre d'affaires de 23,2 milliards d'euros en 2023, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran s'engage dans des programmes de recherche et développement qui préservent les priorités environnementales de sa feuille de route d'innovation technologique. Safran est la 1ère entreprise du secteur aéronautique et défense du classement « World's Best Companies 2023 » du magazine TIME.

Descriptif mission

For Airline customers in Asia region (several dozen of millions USD of revenues), you will be accountable for the final profitability of the business plan, responsible for the Customer satisfaction and for the cash collection. You will animate / coordinate in a transversal mode the Customer Team, meaning all the company members in interface with the final Customer to ensure a good alignment on the strategy and the communication. The position is a very exposed one, with direct impact on CFM Brand, and requires high autonomy, Customer sensitivity, potential discussion on complex technical topics related to engine, appetite for negotiation, executive-like decision making, and high reactivity, in high intensity on a daily basis. Being based in Singapore enables to be close to Customers, as well as to GE partners (also located there). Good knowledge of CFM and Safran organizations is important to help getting approvals, as well as France-based teams actions and supports.

Main roles & responsibilities:

1. Manage the Customer Team dedicated to the Customers, and ensure good level of interface with GE (CFM Partner).
2. Manage the Services Agreement in force (RPFH, Time & Material, Flight Line LRU): ensure relevant KPI, monitoring and meetings are in place at the right level of the organizations.
3. Ensure Customer satisfaction, together with the respect of the financial objectives of SAFRAN.
4. Manage the contract/customer account in a Project mode with the other members of the Customer Team, to protect Safran interest while ensuring Customer Satisfaction.
5. Share internally the Voice of the Customer; define and make propositions to solve open items.
6. Facilitate/ease customer operations, answer with efficiency to challenges, be pro-active in the resolution of operation and commercial disputes.
7. Be accountable for the reporting at the appropriate level of the organization.
8. Ensure that contractual commitments are met; track and manage the revenues, the costs and the profitability of the Business Plan with the Financial controller team.
9. Identify and mitigate the risks & opportunities of the contract, impacts on the business plan and ensure associated actions are engaged.
10. Anticipate/capture weak signals to avoid any complaints.
11. Negotiate/obtain resolution on Commercial and operational open topics.
12. Participate to the Sales strategy together with the Sales Director of the account.
13. Dare to innovate: propose ideas and solutions on all aspects of the business.

Frequent travels to Asia & Pacifica area will be required.

Minimum Requirements:

• Bachelor's Degree.
• Min 5 years of experience in a Customer/Product environment.
• Intercultural mindset.
• Financial skills, appetite for Customer relationship management and negotiation, ability to understand technical behavior of an aircraft engine.