Job Description:

Job Description: Customer Account Director

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Accountabilities

The Customer Account Director (CAD) is responsible for developing and maintaining a trustful long-term relationship with his/her assigned customers. Within‌ ‌the‌ ‌framework‌ ‌of‌ ‌the‌ ‌sales‌ objectives / priorities‌ ‌set‌ ‌by‌ ‌the‌ ‌Regional‌ ‌HO‌ ‌Airline‌ ‌Sales,‌ ‌the‌ ‌CAD‌ ‌will‌ ‌lead,‌ ‌organize‌ ‌and‌ ‌coordinate‌ ‌‌the‌ ‌sales‌ ‌of‌ ‌aircraft‌ ‌and‌ ‌services‌ ‌portfolio‌ to the assigned customers.

The Customer Account Director will develop, coordinate & implement the Global Account Strategy with the GAM team(s), to capture new business and expand existing business, whilst promoting a culture of Ethics & Compliance, business and service excellence along the entire Customer journey to ensure customer loyalty.

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Main Activities

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Identify,‌ qualify, ‌lead‌ ‌and‌ ‌manage‌ ‌sales‌ opportunities ‌related‌ ‌to‌ ‌Aircraft‌ ‌and‌ ‌Services;‌ ‌Lead‌ ‌and‌ ‌manage‌ ‌the‌ ‌Commercial‌ ‌Team‌ ‌(Services‌ ‌/‌ ‌Marketing‌ ‌/‌ ‌Contract‌ ‌/‌ ‌Customisation‌ ‌/‌ ‌Sales‌ ‌Operations‌ ‌/...),‌ ‌and‌ ‌conduct‌ ‌sales‌ ‌campaigns‌ ‌to‌ ‌a‌ ‌successful‌ ‌conclusion,‌ ‌ensuring‌ ‌the‌ ‌best‌ ‌financial‌ ‌result‌ ‌possible;‌

Be the main focal point for all customer commercial activities, facilitate and ensure cooperation between all internal and external stakeholders.

Establish an open dialogue with the customers, to anticipate business constraints, goals and plans. Deliver solutions that generate value to both parties.

Coordinate and lead the overall approach towards a given Customer at Airbus level by leading the GAM team and direct‌ ‌resources‌ ‌to‌ ‌achieve‌ ‌the‌ ‌Customer‌ ‌strategy‌ ‌and‌ ‌deliver‌ ‌on‌ ‌commitments;‌ ‌

Facilitate the GAM team to ensure alignment on strategy and operational topics, ensure sharing of information within the GAM team and relevant stakeholders to ensure one voice to the customer. Ensure the required information is up to date and accurate.

Anticipate‌ ‌risks‌ ‌and‌ ‌opportunities‌ ‌that‌ ‌may‌ ‌affect‌ ‌the‌ ‌sales‌ ‌opportunities‌ or customer relationship and‌ ‌ensure‌ ‌proper‌ ‌and‌ ‌efficient‌ ‌involvement‌ ‌of‌ ‌Airbus‌ ‌management‌ ‌if‌ ‌and‌ ‌when‌ ‌necessary;‌ ‌

Contribute‌ ‌to‌ ‌the‌ ‌annual‌ ‌AOP‌ ‌process‌ ‌in‌ ‌the‌ ‌identification‌ ‌&‌ ‌quantification‌ ‌of‌ ‌Aircraft‌ ‌and‌ ‌Services‌ ‌opportunities;

Closely monitor‌ ‌customer satisfaction;‌ ensure‌ ‌prompted‌ ‌and‌ ‌unprompted‌ ‌customer‌ ‌feedback‌ ‌is‌ ‌analysed‌ ‌and‌ ‌properly‌ ‌treated by the GAM team, incorporating‌ ‌inputs‌ ‌into‌ ‌action‌ ‌plans.‌ ‌Maintain‌ ‌the‌ ‌feedback‌ ‌loop‌ ‌both‌ ‌internally‌ ‌and‌ ‌with‌ ‌the‌ ‌customer; ‌

Prepare regular reports and briefings for Airbus top management;

Use‌ ‌relevant‌ ‌processes/tools;‌ ‌

Participate‌ ‌and‌ ‌assist‌ ‌with‌ ‌the‌ ‌organisation‌ ‌and‌ ‌coordination‌ ‌of‌ ‌industry‌ ‌events‌ ‌such‌ ‌as‌ ‌demonstration‌ ‌tours‌ ‌/‌ ‌airshows,‌ ‌as‌ ‌well‌ ‌as‌ ‌specific‌ ‌customer‌ ‌conferences‌ ‌and‌ ‌gatherings;

Facilitate & coordinate direct interactions between Commercial Directors

• Services and the customer in order to ensure both quick turn-around time & communication consistency.

Outputs‌ ‌

Achieved‌ ‌AOP‌ ‌Objectives‌ (quantitatives & qualitatives) ‌for‌ ‌Aircraft‌ ‌and‌ ‌Services‌ ‌Sales‌ ‌and‌ ‌deliveries‌ ‌(both‌ ‌aircraft‌ ‌and‌ ‌Services);‌ ‌

Improved‌ ‌customer‌ ‌loyalty‌ ‌and‌ ‌increased‌ ‌future‌ ‌sales as a result of trustful relationship ‌with‌ ‌customers‌;‌

Focused,‌ ‌collaborative‌ ‌and‌ ‌fully‌ ‌functional‌ ‌GAM‌ ‌team.‌

• A customer strategy executed to achieve the best commercial outcome for Airbus and our Customers.

• Up to date and accurate: generic information, operational information, visit planning and reporting, continuous executive briefing and global account strategy in Salesforce.

• Implementation of Customer feedback action plan and maintenance of a feedback loop internally and with the Customer

Required‌ ‌Skills‌

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Proven‌ ‌experience‌ ‌in‌ ‌sales‌ ‌and‌ ‌marketing‌ ‌is‌ ‌mandatory‌ ‌with‌ ‌a‌ ‌sound‌ ‌knowledge‌ ‌of‌ aviation;‌

Strong‌ ‌understanding‌ ‌of‌ ‌airline‌ ‌operations‌ ‌and‌ ‌industry‌ ‌experience;‌

Good‌ ‌understanding‌ ‌of‌ ‌aircraft‌ ‌and‌ ‌services‌ ‌business‌ ‌in‌ ‌general;

Capacity‌ ‌to‌ ‌multitask‌ ‌and‌ ‌work‌ ‌under‌ ‌pressure;

Strong‌ ‌analytical‌ ‌skills‌ ‌and‌ ‌ability‌ ‌to‌ ‌get‌ ‌the‌ ‌big‌ ‌picture;‌

Very‌ ‌strong‌ ‌negotiation‌ ‌skills‌ ‌and‌ ‌successful‌ ‌track‌ ‌record‌ ‌of‌ ‌major‌ ‌deals;‌

Negotiation‌ ‌level‌ ‌in‌ ‌English.‌ ‌Additional‌ ‌language‌ ‌is‌ ‌a‌ ‌plus;

Knowledge‌ ‌of‌ ‌the‌ ‌region,‌ ‌culture‌ ‌and‌ ‌market‌ ‌would‌ ‌be‌ ‌an‌ ‌asset‌ ‌in‌ ‌this‌ ‌position;‌

Direct‌ ‌or‌ ‌indirect‌ ‌management/coordination‌ ‌experience;‌

People-person‌ ‌and‌ ‌empathy‌ ‌towards‌ ‌both‌ ‌the‌ ‌team‌ ‌and‌ ‌the‌ ‌customers.‌ Good‌ ‌listener;‌

Ability‌ ‌to‌ ‌interface‌ ‌with‌ ‌internal‌ ‌and‌ ‌external‌ ‌stakeholders‌ ‌incl.‌ ‌top‌ ‌management;‌

You‌ ‌are‌ ‌recognised‌ ‌for‌ ‌your‌ ‌leadership‌ ‌by‌ ‌influence,‌ ‌communication‌ ‌and‌ ‌interpersonal‌ skills.‌ ‌Assertiveness‌ ‌and‌ ‌diplomacy‌ ‌is‌ ‌required;‌

You‌ ‌have‌ ‌demonstrated‌ ‌your‌ ‌adaptability‌ ‌skills‌ ‌and‌ ‌you‌ ‌are‌ ‌able‌ ‌to‌ ‌work‌ ‌within‌ ‌a‌ ‌team;

Ability‌ ‌to‌ ‌write‌ ‌concise,‌ ‌articulate‌ ‌and‌ ‌accurate‌ ‌representation‌ ‌of‌ ‌the‌ ‌commercial‌ ‌situation‌ ‌at‌ ‌the‌ ‌customer‌ ‌account;

Acts‌ ‌as‌ ‌Airbus‌ ‌ambassador,‌ ‌communicates‌ ‌and‌ ‌links‌ ‌to‌ ‌the‌ ‌Airbus‌ ‌statement‌;

Willingness‌ ‌to‌ ‌travel‌ ‌

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus (China) Enterprise Management and Services Co.

Limited

Employment Type:

Permanent

Experience Level:

Professional

Job Family:

Sales, Marketing & Commercial Contracts

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