Job Description

Reporting to the CSSD Head of CRM (Customer Relationship Management), you will be responsible for customer satisfaction for all customers in the USA area. You will manage a team of 5 CSD (customer support Director) and be responsible for their performance.
You will work closely with all CRM teams to ensure consistency with the global development of the activity and the strategic directions set by CODIV CSSD.

Main Responsibilities:
1. Manage Customer Relationships
1. Ensure the highest level of customer satisfaction in the USA region
2. Define and execute the strategy for developing customer support activities in the region, in line with central directives
3. Coordinate satisfaction improvement plans with clients in the USA zone
4. Monitor customer satisfaction across the entire SNA portfolio: Airbus Rating, OTD (On-Time Delivery), technical support, and daily support
5. Establish long-term relationships with customers based on mutual trust
6. Build and maintain client relationships, and represent SNA
7. Organize management visits for SNA
8. Support the Sales Director during the preparation of service offers
9. Participate in the evolution of client contracts under the responsibility of the Sales Department
2. Manage Customer Support Activities
1. Ensure the performance of support and services across all program axes or for high-stakes clients
2. Represent the voice of customers in your region
3. Guarantee an appropriate quality level in our procedures
4. Lead and coordinate Customer Support and Service Contract activities to maintain SNA products in operational condition and ensure compliance with contractual obligations to the client
5. Monitor outstanding payments in the region and support credit control teams in the collection of unpaid amounts
6. Promote new services to clients
7. Provide interface and coordination with support and central functions: Sales Operation/CSC, MRO, Supply Chain, Programs, Controlling & Credit Management, CSE, Quality, Continuous Improvement
3. Prepare Entry into Service (EIS)
1. Lead the preparation of EIS for clients in the USA region in line with SNA milestones
4. Manage Service Contract Activities
1. Ensure SNA's ability to deliver services in accordance with signed contracts
2. Contribute to the annual profitability review for contracts
3. Identify commercial opportunities based on customer feedback
4. Manage contract revenue and profitability according to the profitability study
5. Organize contract review meetings with clients
6. Ensure all contractual obligations are met by SNA and the client
7. Ensure billing processes are followed
8. Define and implement processes for specific contract requirements
9. Carry out risk analyses as needed

Reporting to the CSSD Head of CRM (Customer Relationship Management), you will be responsible for customer satisfaction for all customers in the USA area. You will manage a team of 5 CSD (customer support Director) and be responsible for their performance.
You will work closely with all CRM teams to ensure consistency with the global development of the activity and the strategic directions set by CODIV CSSD.

Main Responsibilities:
1. Manage Customer Relationships
1. Ensure the highest level of customer satisfaction in the USA region
2. Define and execute the strategy for developing customer support activities in the region, in line with central directives
3. Coordinate satisfaction improvement plans with clients in the USA zone
4. Monitor customer satisfaction across the entire SNA portfolio: Airbus Rating, OTD (On-Time Delivery), technical support, and daily support
5. Establish long-term relationships with customers based on mutual trust
6. Build and maintain client relationships, and represent SNA
7. Organize management visits for SNA
8. Support the Sales Director during the preparation of service offers
9. Participate in the evolution of client contracts under the responsibility of the Sales Department
2. Manage Customer Support Activities
1. Ensure the performance of support and services across all program axes or for high-stakes clients
2. Represent the voice of customers in your region
3. Guarantee an appropriate quality level in our procedures
4. Lead and coordinate Customer Support and Service Contract activities to maintain SNA products in operational condition and ensure compliance with contractual obligations to the client
5. Monitor outstanding payments in the region and support credit control teams in the collection of unpaid amounts
6. Promote new services to clients
7. Provide interface and coordination with support and central functions: Sales Operation/CSC, MRO, Supply Chain, Programs, Controlling & Credit Management, CSE, Quality, Continuous Improvement
3. Prepare Entry into Service (EIS)
1. Lead the preparation of EIS for clients in the USA region in line with SNA milestones
4. Manage Service Contract Activities
1. Ensure SNA's ability to deliver services in accordance with signed contracts
2. Contribute to the annual profitability review for contracts
3. Identify commercial opportunities based on customer feedback
4. Manage contract revenue and profitability according to the profitability study
5. Organize contract review meetings with clients
6. Ensure all contractual obligations are met by SNA and the client
7. Ensure billing processes are followed
8. Define and implement processes for specific contract requirements
9. Carry out risk analyses as needed

Job Requirements

Required Qualifications:
1. Licence, Bachelor degree in a relevant field (Business, Engineering & Marketing) from an accredited institution
2. 5 years' experience in a similar role
3. Mastery of commercial aviation markets
4. Solid knowledge of the aftermarket
5. Experience and skills in developing customer support
6. Experience in remote team management
7. Team spirit for cross-functional collaboration with support functions
8. Strong leadership skills
9. Fluent English
Other Skills: Excellent communication skills, both oral and written. Ability to build and maintain effective relationships, leadership skills, organizational sense, ability to analyze and summarize information.

Job Requirements

Required Qualifications:
1. Licence, Bachelor degree in a relevant field (Business, Engineering & Marketing) from an accredited institution
2. 5 years' experience in a similar role
3. Mastery of commercial aviation markets
4. Solid knowledge of the aftermarket
5. Experience and skills in developing customer support
6. Experience in remote team management
7. Team spirit for cross-functional collaboration with support functions
8. Strong leadership skills
9. Fluent English
Other Skills: Excellent communication skills, both oral and written. Ability to build and maintain effective relationships, leadership skills, organizational sense, ability to analyze and summarize information.

But what else? (advantages, specific features, etc.)

5. Regional Management
1. Effectively manage the region's budget
2. Lead weekly meetings with regional teams
3. Support CSD during client visits
4. Ensure team skills development and maintain an organization adapted to the region's contractual obligations
5. Encourage teams to use CRM and PORTAL digital tools
6. Foster creativity and launch improvement projects
7. Ensure compliance with SSE (Safety, Security, Environment) rules within the region

But what else? (advantages, specific features, etc.)

5. Regional Management
1. Effectively manage the region's budget
2. Lead weekly meetings with regional teams
3. Support CSD during client visits
4. Ensure team skills development and maintain an organization adapted to the region's contractual obligations
5. Encourage teams to use CRM and PORTAL digital tools
6. Foster creativity and launch improvement projects
7. Ensure compliance with SSE (Safety, Security, Environment) rules within the region

Company Information

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.
Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Nacelles designs, integrates and provides support and after-sales service for aircraft nacelles. The company is a global leader in the market for commercial aircraft with more than 100 seats, business aircraft and regional aircraft. At the cutting edge of technology, Safran Nacelles offers nacelles that are ever more integrated with the engine, aerodynamic, lightweight with advanced acoustic treatments in order to contribute to the reduction of CO2 and noise emissions from aircraft.

Company Information

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.
Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Nacelles designs, integrates and provides support and after-sales service for aircraft nacelles. The company is a global leader in the market for commercial aircraft with more than 100 seats, business aircraft and regional aircraft. At the cutting edge of technology, Safran Nacelles offers nacelles that are ever more integrated with the engine, aerodynamic, lightweight with advanced acoustic treatments in order to contribute to the reduction of CO2 and noise emissions from aircraft.

Job Tags

Permanent employment, Contract work, Remote work,

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