Key Account Director

Position Overview: The Key Account Director Total Care Service Agreement (TCSA) must ensure a) objectives set by the company's management and the contractual commitments made to the customer under TCSA are met

This role combines:

a) management of TCSA Program manager in their role of ensuring operational duties to address the full spectrum of responsibilities in customer support, and program management, ensuring both customer satisfaction and program profitability,

b) Assistance, help in the development of the TCSA services to new customer with the support of Marketing and Sales team

Department: Customer Support & Services

Reports to: VP Sales & Marketing.

Travel: International and/or Domestic travel may be required: Up to 30%.

Direct Reports : Yes

Key Responsibilities:

Customer Relationship and Program Management:

. Develop and maintain relationships with the assigned customers, acting as the main point of contact and prepare formal internal and external reviews.

. Oversee aftermarket programs to ensure customer satisfaction and support Seats France in monitoring program profitability in line with company objectives.

. Lead advertising of TCSA benefit externally and internally.

Technical and Project Management:

. Handle all technical and project management issues, managing in-service issues with support from internal stakeholders.

. Monitor service level performance and reliability metrics of seats.

. Act as a leader in consolidating various risk management plans, ensuring data reliability and accuracy.

Communication and Coordination:

. Facilitate communication between airlines, Safran, and Maintenance Repair Organizations (MRO).

. Prepare and manage formal correspondence and reviews with customers per contractual agreements.

. Manage a team of TCSA program managers and a multi-disciplinary team of experts from various Safran Seats departments.

Financial and Budget Management:

. Monitor business plan for existing TCSA and assist for the development of new business plan for future customers.

. Implement actions to ensure budget alignment with company objectives and policies.

. Optimize costs to increase margins while maintaining contractual KPIs.

Strategy and Compliance:

. Develop Safran Seat TCSA roadmap with targeted customers, action tracker and be leader in proposing innovated solutions.

. Align TCSA strategies and management across the Safran Seats Customer Support and Services entity.

. Ensure compliance with the SAFRAN program management framework.

. Able to serve as interim General Manager of Safran Seats Asia

Experience & Qualifications:

. Degree
. 7-10 years experience in project/program/sales management (preferably in an aerospace environment).

. 3 to 5 years experience in team management

. International work experience is a plus.

Skills:

. Strong knowledge of program/project/contract management and inventory management.

. Proven ability to manage cross-functional organizations.

. Excellent communication, decision-making, and problem-solving skills.

. Strong negotiating skills able to work in adversarial business environments.

. Knowledge of IFRS (International Financial Reporting Standards) 15 rules and application

Additional Requirements:

. Ability to escalate issues at the right time and level.

. Team player with strong interpersonal skills.

. Perseverant and resilient.