Customer Project Manager

Build an Aviation Career You’re Proud Of

Build your career with integrity by working at a company that doesn’t just treat you like a number. You’ll get the tools to do things right in a clean and safe work environment and the trust to fix any issue that comes your way. Our on-the-job training and team of experts mean you’ll be set up for success.

Key responsibilities and duties: 

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time. 

• Build and maintain strong customer relationships (internal and external) and act as the primary point of contact for all assigned customers on status and performance and anticipates and fulfils customer needs to ensure their satisfaction and continued business.  (From sales won until engine has been reinstalled and flying); 

• Fully understand, implement and manage customer contracts.  Carry out reviews to ensure compliance of contract requirements are met at all times; 

• Ensure the general customer relationship management and build/keep up a strong network of contacts in your market; 

• Monitor and ensure customer satisfaction through all aspects of business including responsiveness, problem areas and resolutions, status reports, service rates, material supply, contract performance, KPI's, etc; 

• Identifies, promotes and attracts new business from existing customer base to increase SAUK Engines business, sales and market share; 

• Generates sales by providing information to customers regarding company capabilities, special programs and special pricing incentives; 

• To monitor and manage the financial revenue (invoicing, turnover, gross margin, profit, cash and commercial concessions) generated from assigned customer base. 

• Create the business forecast for your market and follow up on achievements by managing risks and opportunities; 
• Review, update and manage the induction slots for the various product lines; 
• Work with the CSR with their activities to foster customer services and ensure good contract performance as well as compliance with the contract terms and commitments; 
• Identify, participate and manage continuous improvement initiatives; 
• Provides alternative solutions to customer, including contractual changes 
• Manages, investigates and resolves customer complaints with the team and respective department managers in an expeditious manner;
• Review and approve invoices for accuracy in terms of labour, materials, cost, sell, contract compliance special programs, warranty and discounts. Resolves discrepancies and disputes, as required; 
• Provides justification for deviations from the project plan and provide recovery strategy; 
•  Create, update and maintain all relevant reports and KPIs as required; 
•  Works across all departments to ensure that functional objectives are proactively met for production, procurement, quality control, logistics, and administrative functions;
•  Reviews invoices for accuracy in terms of labour, materials, cost, sell, contract compliance special programs, warranty and discounts. Resolves discrepancies and disputes;
•  Creates and maintains Key Account Plans which include the strategy, detailed operational objectives, milestones and action plans to meet project performance goals; 
• Ensure yearly pricing is obtained, approved and implemented on time; 
• Carry out “Post Project Evaluations” and implement best practices and resolutions to issues identified; 
• Manages and attends meetings to resolve problems and provide solutions as required; 
• Creates, analyses and manages daily/weekly/monthly KPI's and reports for assigned customers both internally and externally; 
• Conducts Customer visits and periodic program performance reviews; 
• Create effective customer service procedures, policies, and standards; 
• Maintain accurate records and document all customer service activities and discussions; 
• Identifies potential problems in sufficient time and insure corrective action to be taken; 
• Makes decisions, carries out actions and directs others in matters related to the duties and goals of Program Management in coordination with appropriate Department Leader; 
• Observes and reports any issues or concerns in support of the company-wide quality, environmental and Safety Management System [SMS] policies; 
• Performs other duties as required.

Competencies:

Core:
 Previous Customer facing experience.
 Strong financial acumen; prior experience with budgets and financial statements.
 Strong planning, organizational, analytical, decision making and problem solving skills while demonstrating situational awareness.
 Team leadership skills; ability to lead teams in a matrix environment (without direct reporting responsibility).
 Strong interpersonal/communication skills – both written and verbal.
 Strong planning, organizational, analytical and problem solving skills.
 Adept at building effective working relationships to benefit Customer needs.
 Strong financial acumen both in terminology and processes.
 Understand and follow procedures and practices.
 Self motivated with the ability to motivate others as well as be able to prioritise and manage own workload.
 Does require fluent communication in English language.
 Meet the Company’s health screening and surveillance requirements.
Essential:
 Negotiation and persuasion skills to be able to resolve Customer issues to meet both the business and customers’ needs and expectations.
 Presentation skills with an articulate and confident delivery style.
 Competent working in a culturally diverse environment with a demonstrated experience sensitivity to other cultural norms and practices.
 Responsible for observing and reporting any issues or concerns in support of the company-wide Quality Management Systems (QMS), Environmental Management Systems (EMS), Safety Management Systems (SMS) and all Export Control & Compliance Policies.
 Experience in writing and apply processes and procedures.
 Ability to travel to customer locations to establish and/or maintain a good working relationship.
 Working knowledge of PC’s in the current company operating system environment including Microsoft Office and MS Project.  Cover and support other CPMs within the team (irrelevant of product).  Present a professional image at all times to customers (internal and external).
 Ability to work flexible hours.
Desirable
 Aviation experience. Full Driving Licence would be required.
 Working in an office setting, spending extended periods of time sitting at a computer.
 Knowledge of products/engines/propellers/accessories in respective business.
 Experience of using an ERP System or similar enterprise resource planning tool.

Organisational Relationships:

• Working directly with Customers, SMT, CSRs, OEMs, Sales, Commercial, Operations, Engineering, Supply Chain and Procurement 
• Actively contribute in other functional areas that are not directly related to Customer Services i.e. Operations, Technical, Quality and Material. 
• Work effectively with colleagues and other internal departments

Professional Qualifications/Education and Training:

Essential:

• The typical minimum level of education to perform this job competently is an applicable certification in the Aerospace Industry or equivalent work experience. 
• Strong financial acumen; prior experience or formal training 
• Training in presentation skills 
• Computer skills at a high level of competency especially in Excel and Word 

• Does require fluent communication in English language

   

• Desirable 
• These are a good to have but can also be used as selection criteria during recruitment process
   Degree

Experience:

This should detail the type of experience that would be relevant to the role in order to help demonstrate competency.
 Previous Customer facing experience
 Previous OEM experience
 Negotiation and persuasion experience
 Worked in an Aviation company
 Following and writing processes and procedures
 Excellent communication and presentation skills

Benefits that make life better:

• 206 hours annual leave per year for employees working 37 hours per week, plus 8 public holidays

• 4% employer match pension scheme

• YuLife wellbeing services, including 24/7 virtual GP service, Employee Assistance Program, personalised online fitness programs, and many more!

• Bonus opportunities

• Generous paid sick leave

• Life assurance cover

• Salary sacrifice cycle to work scheme

• Onsite gym at both the Fleetlands and Almondbank sites

• Electric Vehicle Scheme

• Seasonal flu jabs administered on site each year by Bupa