Customer Service Manager (m/f/d)

2021-06-02T17:39:30.193

Information clé

Support et services client
Programme & Relations clients
Ingénieur & Cadre
Hamburg, ALLEMAGNE
CDI, Temps complet
BAC+3, BAC+4
Supérieure à 3 ans
Anglais Courant, Russe Courant
2021-90745

Description de la mission

As Customer Service Manager (CSM), and part of a Front Office team you are the interface between our customers and our company, to ensure helicopter operators end users satisfaction and develop their loyalty.
The Front Office ensures the link between, operators and SAFRAN Helicopter Engines repair centers, maintenance centers, distributors, partners and subcontractors. As CSM you pilot the mid- long term commercial strategy of your international clients portfolio / area in compliance with the commercial strategy by segment. You make sure that you are using commercial business competencies, to increase our business and our market share.
Building interest in the introduction of new products and services is another important factor of the CSM role. Your tasks are the developing and increasing of sales with your accounts in your region of activities through service contracts signature and management.

Your responsibilities:

  • - Assess the customer expectations, propose offers and negotiate contracts
  • - Promote engines and sell added value and customized services
  • - Manage the fulfilment of our customer respective and agreed commitments (contractual, projects, …)
  • - Ensure customer satisfaction
  • - Manage commercial gestures and discount with the customer in accordance with our requirements
  • - Deploy a structured networking plan on our customers & bi-annual tour
  • - Ensure participation and efficient contacts with customers during events

Description complémentaire

  • - Raise or refresh every year a 5 years market / segment plan related to your portfolio to assess opportunities and risks on business
  • - Define and Implement action plans for their customers following our commercial strategy defined in the segment plan
  • - Prepare offers, contracts and follows our requirements before negotiating with the customer
  • - Prepare customer visits with internal stakeholders and carry out the reporting
  • - Lease contract performance reviews and monitors KPIs for your customers
  • - Draw up and manage support sales budget (forecasts for sales & removals)

Votre profil

  • - Experience in customer support is mandatory
  • - Experience of complex contract structures
  • - Experience in business development is an additional key competence
  • - Experience in aeronautics is desirable
  • - Degree in business administration, engineering or other related fields
  • - Strong customer orientation and negotiation skills, target orientation, consistent and persistent approach, strategic competence
  • - Project management experience is a plus
  • - Works well in a team and independently
  • - Fluency in English and Russian is mandatory (German and/or French are beneficial)
  • - IT literate (MS Outlook, Word, Excel, PowerPoint)

Spécificités du poste

Willingness to travel (30-40 %)

Entité de rattachement

Safran Helicopter Engines

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 79 000 collaborateurs pour un chiffre d'affaires de 16,5 milliards d'euros en 2020, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran s'engage dans des programmes de recherche et développement qui préservent les priorités environnementales de sa feuille de route d'innovation technologique.

Safran est classé meilleur employeur mondial 2020 dans son secteur par le magazine Forbes.

Safran Helicopter Engines est le leader mondial de la motorisation pour hélicoptères, avec plus de 75 000 moteurs produits depuis sa création. La société offre la plus large gamme de turbomoteurs et compte 2 500 clients répartis dans 155 pays.

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