Customer Support Director - India and South Asia

A. Accountabilities

The Customer Support Director (CSD) acts as the voice of the customer in the Customer Support and Services Organization. As such, he/she is the main focal point and accountable for all post sales activities, and to ensure customer satisfaction while preserving Airbus interest.

B. Dimensions

• Portfolio of customers in India and South Asia region: airlines and MROs

• Number of customers: 2-7

• Airline Fleet: 2 - 30

C. Main activities

The role of the CSD is to lead the In Service Core Team (ISCT) to collate and internally drive Airbus' customer service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the customers.

In-line with the Global Account Management (GAM) concept, the CSD leads the ISCT as the primary interface between customers and Customer Services, to drumbeat all Customer Services Business Unit activities whilst ensuring a single voice per customer on in-service matters.

For the allocated portfolio of accounts, the CSD is responsible to coordinate and oversee all post sales activities through the whole aircraft life cycle, including aircraft Entry into Service preparation, post EIS daily support and End of Operation management, in accordance with Purchase Agreement and all subsequent Customer Services commercial agreements. Being aware of Customer Operational Performance, the CSD will launch appropriate actions, where needed, keep Airbus management aware of issues and actions taken, and involve all relevant departments within Customer Services or other directorates and Partners/Suppliers.

The CSD manages the relationship by establishing and maintaining direct contact with Customers’ management.

In conjunction with the Sales Director, he/she is in charge of identifying customer needs and subsequently promoting and actively supporting the Customer Services sales and Goods & Services debt management.

The CSD also exercises commercial control and ensures that any commercial gestures are well justified and minimized, and that contractual commitments are closely followed-up.