Aerospace Customer Relationship Manager

Customer Relationship Manager is responsible for ensuring high-quality customer support and operational coordination for key accounts related to repair and spare parts activities. Acting as the primary interface between customers and internal teams, he/she drives customer satisfaction, manages urgent operational issues including AOG (Aircraft on Ground) situations, and ensures proactive communication and follow-up across multiple repair sites and departments.

Key Responsibilities

Customer Relationship Management

• Maintain proactive and effective communication with assigned key account customers.
• Conduct regular review meetings and conference calls with customers to consolidate repair and spare parts requirements across all SED repair workshops (France, Grand Prairie, Singapore).
• Build strong customer relationships by understanding operational priorities and anticipating customer needs and emergencies.
• Ensure high levels of customer satisfaction through responsiveness, transparency, and solution-oriented support.

Operational Coordination

• Coordinate with internal stakeholders including commercial sales, sales administration, supply chain, repair workshops, and program teams to provide timely responses and solutions to customer requests.
• Propose alternative repair or spare parts solutions when standard support cannot meet customer timelines or operational requirements.
• Monitor and drive resolution of open customer actions and operational issues.

AOG & Critical Issue Management

• Lead and coordinate the resolution of Aircraft on Ground (AOG) situations within the assigned customer portfolio.
• Support urgent customer requirements through on-call duty rotations outside normal business hours and coordinate with the 24/7 customer support service provider.

Financial & Dispute Resolution

• Support debt recovery activities and manage customer disputes, including overdue invoices and blocked orders.
• Collaborate with sales and program teams to resolve commercial or operational escalations efficiently.

Supply Chain & Inventory Coordination

• Participate in the management and monitoring of dedicated customer stocks, AOG inventories, and other strategic supply chain activities.

• Ensure alignment between customer priorities and inventory availability.

Performance Indicators (KPIs)

• Customer feedback and satisfaction regarding communication quality and responsiveness.
• Level of outstanding payments and dispute resolution effectiveness.
• Percentage of AOG requirements fulfilled within agreed timelines.
• Closure rate and follow-up of open customer actions.

Required Qualifications & Experience

• Bachelor’s degree in Engineering, Business, or a related field.
• Experience working in a fast-paced and customer-oriented environment.
• Strong interpersonal, negotiation, and communication skills
• Solid business acumen with strong analytical and data interpretation capabilities.
• Dynamic, proactive, and persistent mindset focused on customer satisfaction and problem-solving.
• Ability to work effectively in an international and multicultural environment with multiple customers and stakeholders.