Job Overview
The Manager Customer Services role is responsible for establishing and maintaining strong relationships with customers and key stakeholders, ensuring successful contract management and dispute resolution.
* Client Relationship Management: Serve as the primary point of contact by developing and maintaining strong relationships with the customer and key stakeholders.
* Contract Administration: Oversee the entire contract lifecycle, ensuring contractual compliance and providing resolution services.
* Account Development: Identify and pursue opportunities for account growth and new business along with developing strategic account plans.
* Service Excellence: Ensure clients receive high-quality service, monitor satisfaction levels, address issues promptly, and conduct regular meetings and reviews.
* Collaboration: Work closely with all key management and stakeholders to ensure alignment and support.
* Performance Analysis: Track and report on key account performance metrics, analyzing sales data and client feedback to identify areas for improvement.
* Industry Expertise: Provide expert advice and stay informed about industry trends, market conditions, and competitors, sharing insights with internal teams.
* Reporting: Prepare regular reports on account status and performance for senior management, ensuring compliance with relevant policies and procedures.
Key Responsibilities
* Client Relationship Management: Serve as the primary point of contact by developing and maintaining strong relationships with the customer and key stakeholders.
* Contract Administration: Oversee the entire contract lifecycle, ensuring contractual compliance and providing resolution services.
* Account Development: Identify and pursue opportunities for account growth and new business along with developing strategic account plans.
* Service Excellence: Ensure clients receive high-quality service, monitor satisfaction levels, address issues promptly, and conduct regular meetings and reviews.
* Collaboration: Work closely with all key management and stakeholders to ensure alignment and support.
* Performance Analysis: Track and report on key account performance metrics, analyzing sales data and client feedback to identify areas for improvement.
* Industry Expertise: Provide expert advice and stay informed about industry trends, market conditions, and competitors, sharing insights with internal teams.
* Reporting: Prepare regular reports on account status and performance for senior management, ensuring compliance with relevant policies and procedures.
Requirements and Qualifications
* A bachelor's degree in business, finance, or a related field is preferred.
* Previous experience in an aviation environment, particularly in customer and contract management aspects, is essential.
* Strong knowledge and understanding of the General Aviation market segment and PT6A engine are desirable.
* A proven track record of leading and managing a customer-facing team/organisation, including leadership of customer managers.
* Sustained success in managing key accounts, multi-year contracts, and building relationships to drive business growth within the MRO environment.
* A high-level understanding of client management, tenders, and contract management processes.
* An influential communicator with high-level presentation, negotiation, and leadership skills to engage with key clients and stakeholders.
* Experience in driving results through quality management and continuous improvement concepts.
* A proven problem-solving ability with a solutions orientation.
We Offer
* Permanent full-time employment.
* A safe working environment with a close-knit team.
* Training and career development opportunities.
* Social activities, including participation in community support events.
* Onsite car parking.