Role Overview

Our clients are seeking a customer-focused and commercially minded professional to manage key airline accounts and aftermarket support programs. This role will serve as the primary liaison between customers and internal teams, ensuring service excellence, operational performance, and long-term customer satisfaction. The successful candidate will oversee program execution, coordinate cross-functional stakeholders, and drive initiatives that support both customer and business objectives.

Key Responsibilities

Customer & Account Management

Serve as the main point of contact for assigned airline customers, fostering strong and lasting partnerships.
Understand customer requirements and ensure support programs are aligned with operational and commercial expectations.
Build trust with customers through proactive communication, issue resolution, and ongoing engagement.
Support customer reviews and contractual discussions to ensure alignment on program deliverables.

Program & Operational Management

Oversee aftermarket support programs to ensure performance targets, customer commitments, and profitability objectives are achieved.
Coordinate closely with Sales, Engineering, Supply Chain, and other internal teams to support seamless program execution.
Monitor spare parts availability and inventory levels, ensuring adequate support for customer operations.
Identify potential supply risks and implement mitigation plans to minimise operational disruptions.
Manage repair activities, contractual stock requirements, and service commitments in accordance with customer agreements.

Technical Support & Continuous Improvement

Act as the focal point for technical support matters and in-service product performance.
Track reliability metrics and service indicators, identifying opportunities for improvement.
Conduct product assessments and operational reviews to enhance performance and customer satisfaction.
Coordinate investigations and corrective actions for technical issues, product defects, and customer concerns.
Support new product introductions and operational readiness activities to ensure smooth deployment.

Stakeholder Management

Collaborate with airline customers, maintenance organisations, suppliers, and internal departments to ensure effective communication and project alignment.
Facilitate discussions between technical and commercial stakeholders to drive timely resolutions.
Provide regular updates, reports, and recommendations to both customers and internal management teams.
Ensure key stakeholders remain informed of risks, progress, and performance outcomes.

Financial & Commercial Oversight

Monitor program budgets, performance indicators, and service commitments.
Support cost optimisation initiatives while maintaining contractual obligations and service quality.
Track customer satisfaction metrics and implement improvement plans where necessary.
Ensure commercial activities such as invoicing, repair management, and contract compliance are executed accurately.

Strategy & Governance

Develop and implement support strategies that strengthen customer relationships and business performance.
Ensure programs are managed in accordance with established governance frameworks and operational standards.
Contribute to continuous improvement initiatives that enhance service delivery and operational efficiency.

Requirements

Education

Bachelor's Degree in a relevant discipline.
Master's Degree will be advantageous.

Experience

3–5 years of experience in Program Management, Project Management, or Customer Support functions.
Exposure to inventory management, contract management, or aftermarket services is beneficial.
Prior experience within the aerospace, aviation, or related engineering industries is highly preferred.

Skills & Competencies

Strong understanding of program delivery, project coordination, contract administration, and inventory planning.
Proven ability to manage multiple stakeholders across different functions and regions.
Excellent communication, presentation, and relationship-building skills.
Strong analytical thinking and problem-solving abilities.
Effective negotiation and conflict-resolution capabilities.
Ability to perform well in fast-paced, customer-centric environments.

Technical Proficiency

Microsoft Excel, Word, and PowerPoint.
Experience with Power BI or similar reporting tools is advantageous.

Language Skills

Fluent in spoken and written English for communications with internal and international stakeholders.
Additional proficiency in French will be an advantage.

Personal Attributes

Strong team player with a collaborative mindset.
Customer-oriented with excellent stakeholder management skills.
Resilient, adaptable, and able to manage competing priorities.
Proactive in identifying issues, escalating risks, and driving solutions.

Gerald (R1656856)

Talents@Work Pte Ltd (21C0501)

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