Senior Manager Customer Care

2 weeks ago


Camden Area, Greater London, United Kingdom European Recruitment Full time

Senior Manager - Customer Care - AeroTech - Aviation Industry - Heathrow, London


This job opportunity is for a Senior Manager in Customer Care at AeroTech, within the Aviation Industry, based in Heathrow, London.

Lead and manage the EMEA Field Service, Spare Parts, and Rebuild departments to provide top-tier product support and drive revenue growth. Assist customers with service and parts needs for the equipment. Collaborate with the Director of Global Customer Care and the EMEA Customer Care Sales Manager to implement customer care strategies for the EMEA region.


Essential Duties and Responsibilities:


  • Leadership: Lead EMEA customer care teams in field service, spare parts, and rebuilds across three sales offices
  • Customer Satisfaction: Ensure teams meet and exceed customer expectations
  • Support Plans: Develop and execute GSE product support plans
  • Sales Growth: Increase sales of Customer Care products and services, coordinating with Regional Sales teams
  • Specialty Kits: Collaborate to develop and market specialty kits
  • Customization: Create customized parts and service programs with customers
  • Training: Train EMEA customer care personnel on products and services
  • Budgeting: Manage annual budgets for field service, spare parts, and rebuilds
  • Collaboration: Ensure Customer Care and Sales Teams offer unified customer support
  • Global Coordination: Ensure best practices in global communication and teamwork
  • Performance Analysis: Report on customer care performance, sales forecasts, and satisfaction
  • Technical Development: Participate in product engineering and development
  • Additional Tasks: Handle other assigned projects and responsibilities

Education and Experience:

Bachelor's degree in business or a related field. Heavy equipment parts/service management with a focus on customer service sales. Managing a service organization. International sales and service experience (advantageous, but not essential). Strong managerial and leadership skills. High customer service orientation. Strong presentation skills, capable of articulating financial and technical benefits. Excellent written and spoken English; additional languages are desirable. Familiarity with the airline industry (advantageous, but not essential). Flexible management style.


Financial Responsibility:

Responsible for budgeted revenues, costs, and profits.


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