Customer Support and Program Manager

For Airline customers in Asia region (several dozen of millions USD of revenues), you will be
accountable for the final profitability of the business plan, responsible for the Customer
satisfaction and for the cash collection. You will animate / coordinate in a transversal mode the
Customer Team, meaning all the company members in interface with the final Customer to
ensure a good alignment on the strategy and the communication. The position is a very
exposed one, with direct impact on CFM Brand, and requires high autonomy, Customer
sensitivity, potential discussion on complex technical topic related to engine, appetite for
negotiation, executive-like decision making, and high reactivity, in high intensity on a daily
basis. Being based in Singapore enables to be close to Customers, as well as to GE partners
(also located there). Good knowledge of CFM and Safran organizations is important to help
getting approvals, as well as France-based-teams actions and supports.
Main roles & responsibilities

• Manage the Customer Team dedicated to the Customers, and ensure good level of interface

with GE (CFM Partner)

• Manage the Services Agreement in force (RPFH, Time & Material, Flight Line LRU) : ensure

relevant KPI, monitoring and meetings are in place at the right level of the organizations

• Ensure Customer satisfaction, together with the respect of the financial objectives of

SAFRAN

• Manage the contract / customer account in a Project mode with the other members of the

Customer Team, to protect Safran interest while ensuring Customer Satisfaction,

• Share internally the Voice of the Customer ; define and make propositions to solve open

items,

• Facilitate / ease customer operations, answer with efficiency to challenges, be pro-active in

the resolution of operation and commercial disputes,

• Be accountable for the reporting at the appropriate level of the organization
• Ensure that contractual commitments are met ; track and manage the revenues, the costs

and the profitability of the Business Plan with the Financial controller team.

• Identify and mitigate the risks & opportunities of the contract, impacts on the business plan

and ensure associated actions are engaged.

• Anticipate / capture weak signals to avoid any complaints
• Negotiate / obtain resolution on Commercial and operational open topics
• Participate to the Sales strategy together with the Sales Director of the account
• Dare to innovate : propose ideas and solutions on all aspect of the business.