Customer Support Manager - Commercial Operation

Job description

Customer Support Manager - Commercial Operation

Job details

General information

Entity

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.

Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Helicopter Engines is the world's leading manufacturer of helicopter engines, with more than 75,000 produced since being founded. It offers the widest range of helicopter turboshafts in the world and has more than 2,500 customers in 155 countries.

Reference number

2026-170566

Job details

Domain

Programs / Customer Relations

Job field / Job profile

Customer services and support - Customer support & services management (CSSM)

Job title

Customer Support Manager - Commercial Operation

Employment type

Fixed Term contract

Contract period

3 years

Part time / Full time

Full-time

Job description

MISSION / OBJECTIVES:

• Ensure efficient and effective support to customers, protecting the interests of the customers and of Safran HE China simultaneously to achieve a mutually beneficial win-win partnership approach.

• Interprets internal and external business challenges and recommends best practices to improve products, processes or services. Utilizes understanding of industry trends to inform decision making process.

• Monitor and ensure customer satisfaction through all the components of the aftersales market: technical support, responsiveness, service rates, material supply, contract performance, KPI's, etc.

• Maintain and develop long-term relationship with existing customers, Trading partners, CDC, CMC and/or governmental representative agencies.

• Leads others to find creative solutions to address complex projects, markets, sales processes, or customers.

• May lead functional teams or projects with moderate resource requirements, risk, and/or complexity. Communicates complex messages and negotiates mainly internally with others to adopt a different point of view. Influences peers to take action and may negotiate with external partners, or customers.

• Identify and Innovate new business models or commercial policies according to Chinese Helicopter market needs and expectations.

• Establish strong collaboration and communication with Corporate Business Support Teams.

OBJECTIVES BREAKDOWN

Task 1 – CSM-CO External Tasks (direct customer relationship)

• Promote Safran HE Products and services, Provide added value and customized services to establish a win/win cooperation between customer and Safran HE

• Pilot T&M opportunities up to a certain threshold, including negotiation with the support of the CSM-BD upon CSM-CO request

• Manage Safran HE / Customer/CDC/CMC respective commitments (contractual, projects, …)

• Proactively manage & anticipate potential issue(s) customers will face (Ensure and maintain high level of customer satisfaction)

• Manage commercial gestures and discount with the customer(s) in accordance with Safran HE requirements/policies

• Deploy a structured networking plan on his/her customers and periodical visits

• Ensure participation and efficient contacts with customers during Safran HE and industry events:

• In terms of prospects: identify potential new customers; arrange prospective visits, alert on acquisition projects, competition.

Task 2 – CSM-CO Internal Tasks

• Build up and manage 12 months sales forecast and ensure sales objectives are being followed

• Prepare offers, contracts and adhere to internal Safran HE policies

• Lead progress and information meetings (i.e. area meeting, business case review…) with Safran HE stakeholders

• Monitor market trend as well as related regulations and/or environment change, analyze impact to Safran HE market position and approach, development short/mid-term business development plan

But what else? (advantages, specificities, etc.)

Establish strong collaboration and communication with Corporate Business Support Teams:

o Adhere all Safran HE internal commercial policies and processes

o Consistent communication and exchange of Chinese helicopter Market trend/evolution

o Has the ability to evaluate quality of information received and questions conflicting data for analysis. Uses multiple internal and external resources outside of own function to help arrive at a decision.

o Other tasks assigned by the manager.

Candidate skills & requirements

MINIMUM QUALIFICATION / EXPERIENCE:

• Possess at least 5 years of aviation experience with strong network within China aviation Market; preferably in helicopter market and/or engine business.

• Experience in customer service / project management.

• Fluent in Mandarin & English; Converse & Written; French speaking is a plus.

PERSONAL REQUIREMENTS:

• Customer oriented, result driven and good people skill.

• Strong leadership skills; demonstrated ability to lead programs / projects.

• Ability to work in a multi project and cultural environment.

• Demonstrated ability to work under pressure and deliver on tight deadlines.

• Ability to work independently with positive attitude.

• Excellent verbal and written communications skills.

• Ability to articulate and present with confident in front of C-suite leaders

Job location

Job location

Asia, China

City (-ies)

Beijing/ 北京

Applicant criteria

Minimum education level achieved

Bachelor's Degree

Minimum experience level required

More than 3 years