Accountabilities
- The Jobholder, a member of the Flight Hour Services (FHS) Plateau, reports operationally to the Head of FHS Hong Kong and functionally to the Head of Customer Program Management. The Jobholder is responsible for the oversight, delivery and performance (contractual service level agreements, KPIs, financials) for a “Solution Sale” service provided to Airbus customers and is accountable for following the processes, procedures detailed within Airbus processes and the FHS manual applicable to the allocated contracts.
- During the delivery phase the jobholder is responsible for selling additional services to the customer complementing the services solution that is being delivered.
- A “Solution Sale” is a tailored package of on-wing and off-wing maintenance services designed to meet the overall requirements of the airline customers, ranging from FHS-component agreement up to a Tailored Support Package (TSP) that are delivered by cooperating with a partner, suppliers such as OEMs / MROs / other service providers, subsidiaries or between several Operating Units.
Main activities
A. The Customer Program Manager will be the Airbus representative responsible for the execution of the FHS-component contract(s) with the assigned customer(s). He/she will be based in Hong Kong.
B. The Customer Program Manager will be accountable, internally and towards the customer, for the overall performance of the FHS-Component (FHS-C) program. This includes:
- FHS-Component operational program management:
o Entry Into Service planning and work streams management in project mode.
o Set up of local program team as applicable with required means and tools.
o Ensuring the availability of FHS-C Operating Manual, in accordance with the contract, FHS processes and local constraints (customer operations, customs, etc..).
o Ensuring contract performance monitoring and interface with Customer(s), as well as monthly and quarterly reviews with Customer’s top management.
o Accountability for the overall contract performance (operational, financial, technical & quality performance) hand in hand with operations, engineering and other teams, through clear and consistent reporting Key Performance Indicators (KPIs) with the objective to achieve performance targets.
o Taking and coordinating appropriate measures and action plans to correct or improve such performances in direct coordination with FHS Operations, Engineering and the rest of the AIRBUS organization.
o Coordinating FHS on-site teams as applicable and required.
o Being Airbus single point of contact for the FHS organization for Customer(s), including dispute resolution, related to the execution of the FHS-C contract.
o Coordinating interface with Airbus’ subcontractors if applicable and Airbus/Satair business units.
o Managing contract deviations and coordinating solutions implementation with the on-site team where applicable.
o Monitoring the risk & opportunities of assigned program(s), together with associated action plan.
- FHS-C financial program management in coordination with FC and SC, including but not limited to:
o Controlling the P&L of assigned contract(s).
o Converting the Business model into a financial model to manage delivery of service.
o Supporting invoicing processes.
o Monitoring of customer(s) FHS-C financial compliance.
o Participating to management reporting – financial performance against KPI’s (MBR).
o Identifying action plans required to reduce costs and drive financial corrective actions.
o Manage input to business financial forecasting and measure variances on a monthly basis.
o Strive to achieve further improvements outside of contracts at cost neutral to Airbus
C. The Customer Program Manager will coordinate in-service issues with other functions of the FHS Plateau: sales, programs, procurement, finance, legal, quality, engineering.
D. The Customer Program Manager will manage customer relationship in close coordination with the AIRBUS Customer Support Director. Under this responsibility, the job holder will:
- Develop and strengthen the single face to the customer and manage escalation (including to executive level of Airbus) of issues and risks.
- Manage comprehensive customer metrics package & operating rhythm.
- Develop and maintain complete leadership & cross-functional customer engagement strategy.
- Manage and attend regular contractual and quarterly / yearly review meetings for assigned accounts.
- Review relevant contract amendments and ensure improvements are actioned.
- Ensure and manage strategic development of accounts.
- Ensure communication of values delivered in contract savings or performance to customer.
- Manage account retention/renewal through effective leadership & transparent communication.
E. The Customer Program Manager will receive objectives to identify/create additional business opportunities with its customer(s) and shall ensure, in coordination with other functions (sales, contract, programs), the implementation of such additional sales to existing FHS contract.
F. The Customer Program Manager will be the main interface of the Customer Service Programme team for the assigned customer, for the resolution of in-service issues related to the FHS-C contract, for improvement package implementation and for the identification of top items requiring support from AIRBUS Customer Services Programmes.
Outputs
The job holder:
- Converts the business model into an industrial and financial model to manage FHS-C contract delivery.
- Ensures smooth EIS of the FHS-C services.
- Delivers the Airbus voice to the customer(s).
- Takes all appropriate actions to protect operational and financial performance of assigned contracts.
- Delivers management reporting for operational, financial and KPI performance.
Qualification
Technical knowledge:
- 5 to 10 years in aviation industry with in-depth knowledge of airline economics and strategy
- At least 3 years in a professional / coordination role with customer facing responsibilities
- Experienced in coordinating solutions to technical matters relevant to an airline
- Able to explain financial / commercial impact of technical issues to non-technical minded audience
- Core competencies in business economics and prior experience in contract negotiation
- Expertise in relationship management and exposure to working under time pressure
- Basic understanding of contract law and corporate finance
- Excellent knowledge in project management
- Excellent written and spoken English level
- Mandarin/Cantonese speaker is a plus.
Professional skills:
- Leadership and project team management experience
- In-depth issue resolution and management experience
- Professional customer and result orientation
- Positive but open management with staff
- Expert level analytic capabilities
- Professional communication and presentation skills
- Clear ability to align and influence audiences
- Diligent process of fully understanding problem before taking corrective actions
- Strong professional decision making behavior
- Good relationship skills
- Experience of negotiations in an international context
Behavioral skills:
- Actively takes ownership, initiative and responsibility
- Ability to convince and to take initiatives
- Team worker
- Ability to work under pressure
- Flexibility to travel frequently
- Adaptability to different cultural environments, proven diplomacy skills
