Customer Project Manager
4 weeks ago
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Job Description
Build an Aviation Career You're Proud Of
No matter your background, we will support you to take on new challenges and grow your skills. You'll build relationships, ensure our teams are taken care of and advocate for our customers' needs. Our values like integrity, service, teamwork, and communication will make you proud to be part of StandardAero.
Grow our ever-growing business by assisting customers, reaching new ones, and developing program strategies to help us succeed. You'll build relationships, ensure our teams are taken care of, and advocate for our customers' needs.
The role of the Customer Project Manager is to achieve the overall success of their assigned customers and projects. They will have direct communication with their customers, the sales personnel, customer service team, internal personnel and Senior Management. This role is responsible and accountable for all aspects of customer accounts including, contract management, organic revenue growth, and performance reporting.
Key responsibilities and duties:
- 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;
- 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;
- Manage 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;
- 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;
- Conducts Customer visits and periodic program performance reviews;
- Create effective customer service procedures, policies, and standards;
- Observes and reports any issues or concerns in support of the company-wide quality, environmental and Safety Management System [SMS] policies;
- Manage 2 Customer Support Representitives (CSR)
Competencies:
- Core:
Previous Customer facing experience.
Strong financial acumen; prior experience with budgets and financial statements.
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, organisational, analytical and problem solving skills.
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. - 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.
- 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.
Ability to travel to customer locations to establish and/or maintain a good working relationship.
Ability to work flexible hours - Full Driving Licence would be required.
Desirable
Aviation experience.
Knowledge of products/engines/propellers/accessories in respective business.
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
- Eye test vouchers
- Seasonal flu jabs administered on site each year by Bupa
- Learning and training opportunities
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