Customer Services Manager

Job Description

Location: Dubai, United Arab EmiratesThales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world?s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference.Thales has built a presence in the United Arab Emirates for over 35 years, and today has over 300 employees. Thales in the UAE is part of our Middle East business that has 1,800 people across Egypt, Iraq, Kuwait, KSA, Lebanon, Oman, Pakistan, Qatar and UAE. Together we delivered technology for the Dubai metro, the longest driverless metro network in the world and a fare collection system that processes up to 250,000 transactions per day. We make UAE a safer place by providing secure electronic payment solutions, cyber security systems and communications as well as security systems for Dubai International Airport and air traffic management and navigation systems for Abu Dhabi?s airport.

• The CSM is a customer facing role responsible for the most profitable execution of the customer contract whilst maintaining customer satisfaction
• The CSM is accountable for driving and delivering on all key metrics affecting the performance of the contract.
• Through a deep understanding of his/her customer?s context and contractual framework, the CSM takes the lead to identify all possible areas of margin improvement and new business opportunities, whilst managing customer satisfaction by tackling contractual issues. Major responsibilities include:
  • contract post-award implementation,
  • managing contractual milestones,
  • delivering/exceeding on sales Gross Margin targets,
  • managing cash and financial terms of payment, (invoicing plans, reconciliation plans, provisioning, Volume Discounts, cash and payments, Credit Lines, Merchandise Discounts, Cash incentives, etc..)and for generating accurate and timely reporting and forecasting
  • driving operational performance and Owner of all contractual risks that could impact Margin and associated mitigation plans => day-to-day contract management incl. claim management (not only with margin impact)
• support the Regional Sales team in renegotiating contracts in order to extract additional value to the benefit of the organization
• Is a key contributor to customer satisfaction and in growing customer intimacy :
  • Promote Thales image ? product, processes and services through Customers visits and associated presentations
  • Identifies opportunities to increase repair market share through a detailed understanding of the customer, competitive and market environment.
  • Develop Customer knowledge (fleet, configurations and/or capability list, maintenance and repair status & evolution)

Minimum Requirements: Skills, Experience & Education

• Minimum of 15 years? experience in Program Manager, Account Management or Commercial related field. Background in airline / aerospace sector.
• MA in Business or equivalent.

Preferred Qualifications

• In depth knowledge and experience of the aerospace sector with ideally exposure to IFE and Avionics product lines
• Ability to use basic PC with word processing, excel, PowerPoint, and basic Microsoft office, SAP, Salesforce .

Physical DemandsGeneral office environment as well as working at customer sites in the field. Travel required, possibly extensive at times. Must be able to prepare and make oral presentations to customers and handle pressure situations in a very competitive market. Needs to establish excellent customer relations and work well in team environment. Need to have ability to work autonomous and establish excellent internal contacts and relationships in a multi culture WW organization.At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

Keyskills :