Customer Support and Sales Manager

Job description

Customer Support and Services department of Safran Electrical & Power integrate Ventilation and Power aftermarket directorates into one global team. Based on a common front office (Power/Ventilation), this organization is in charge of customer support and sales development aiming to increase our services/MRO sales and improve our service level and customer satisfaction.

Customer Support and Services organization relies on regional teams of Customer Support and Sales Managers that will be managed by the dedicated Customer Support Regional Lead.
The CSM is in charge of:

Customer satisfaction, main point of contact to customers
Sales budget achievement and sales forecast for Ventilation and Power divisions
Contract and proposal negotiation

Major responsibilities are:

Responsible for the customer base in the designated zone, lead the sales and business development to achieve budget targets;
Be the voice of the customer:
o responsible for customer satisfaction as the main point of contact between customers and SE&P;
o Establishing a complete comprehensive understanding of the customer organization and the key individuals within it;
o lead and coordinate dedicate recovery plan in the event of customer satisfaction below target;
o Lead, manage and coordinate any internal actions through all support functions (Technical Support, Sales Administration, Finance, Tech Pub,…) with the objective of timely resolving customer issues and queries;
o Manage a structured, regular customer communication/visit schedule;

Lead offer preparation and related contract negotiation with active follow-up up to deal closure. Full responsibility to negotiate with support from senior managers required ;
Monitor fleet evolution into the designated area to identify any possible sales opportunity for upgrades, spares inventory and services;
Accountable for customer and market information to develop sales plan;
Propose strategic development of products and/or services that should be launched to develop the sales in its territory;
Responsible of Initial Provisioning (IP) recommendation and secure related IP sales;
To exhibit a certain degree of ability in holding technical discussion with the customers;
Manage customer visits, customer satisfaction and sales trend.
Follow-up customers overdue and manage specific actions to assist keeping global overdue at the target and to avoid risk of financial exposure for our company
Responsible to perform the tasks related to the position in respect of the Company processes and rules

Please note this role could also be based from offices in Toulouse.

Job requirements

Ideally degree qualified in relevant area (Business/Engineering/Sales & Marketing)
Strong knowledge of aviation aftermarket activities
Strong MRO market knowledge
Strong organizational skills, pragmatic and dynamic
Customer oriented and able to operate effectively in a high pressure environment and pressing customer deadlines
Communication and negotiation: skilled for a multicultural environment
Willingness to travel for domestic and overseas business (50%+)
Capable of working fully on own initiative
Managing well under customer pressure
Ensuring customer satisfaction while maintaining the technical and commercial interests of SE&P
“Scores as a team” – works well with internal and external teams
Leadership experience of working customers and taking lead on projects
English fluent speaking – ideally a second foreign language

Specificity of the job
Could be based in Blagnac

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defence 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 83,000 employees and sales of 19 billion euros in 2022 and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and innovation roadmap. Safran ranks among Forbes magazine’s Top 30 best employers in the world. Safran Electrical & Power is one of the world’s leaders in aircraft electrical systems. The company is a key player in the equipment electrification and in the electric and hybrid propulsion sector. It has 11,500 employees across 13 different countries.