Consulting & Customer Support Manager

About the role

Airbus is looking for a Customer Support Manager (CSM) to strengthen and secure the future of Airbus Customer Support worldwide. The role acts as the primary focal point for 1-2 key accounts, driving all post-sales activities to ensure customer satisfaction while protecting Airbus's interests, and as the APAC regional focal point for consulting activities (SCA), coordinating regional consulting strategy and business development.

Key responsibilities

• Manage end-to-end account strategy and post-sales activities across the aircraft lifecycle
• Drive APAC regional coordination of support and advisory activities
• Lead project execution and governance, meeting timing, quality, budget and Right First Time standards
• Lead the growth of Airbus Consulting services in the region and act as prime contact for new business inquiries
• Own assigned financial and operational objectives
• Cultivate relationships with airlines, national aviation authorities, MROs and airports, and define customer strategy
• Collaborate with Service and Commercial teams and central teams in Toulouse on new business initiatives
• Support Customer Support Directors with high-level meetings, CSIP action plans, methodology improvements and proposal dossiers
• Participate in consulting missions, provide specialist support, help escalate critical matters and report market intelligence

Required profile

• Master's degree or equivalent in Aviation, Engineering, Business Management or a related field
• Minimum 5 years of aeronautical experience in commercial aviation, air traffic management or maintenance operations/MROs, combined with a business management mindset
• Proven project management experience, including stakeholder and supplier management, risk and cost management, and project governance
• Ability to turn customer needs into consulting proposals and business cases, and to present them to management
• Advanced English verbal, written and presentation skills
• Comfortable in international environments with diplomatic skills across the APAC region

Required skills

• Well-experienced in Google Workspace (Docs, Sheets, Slides)
• Familiarity with CRM tools (e.g. Salesforce) and survey/analytics platforms (e.g. Qualtrics) is highly desirable