SITAONAIR Customer Program Manager
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POST DATE 10/10/2017
END DATE 1/3/2018
JOB DESCRIPTIONSITAONAIRS CONTRACTUAL COMMITMENTS TOWARD ITS CUSTOMERS SPAN ACROSS MULTIPLE YEARS AND COVER A LARGE VARIETY OF DIFFERENT ACTIVITIES. THESE ACTIVITIES TYPICALLY FALL INTO THREE MAJOR PROGRAM PHASES:
- The PREPARATION phase which occurs before the first aircraft deployment and which covers topics like contract finalization, the acquisition of the various regulatory authorizations, system and product customization, trainings.
- The DEPLOYMENT AND ACTIVATION phase which occurs when customers aircraft are being delivered or embodied with systems supporting SITAONAIRs services and when services are being activated. This phase covers activities around logistics, provisioning, testing, marketing communication and specific in-service support.
- The in-service phase that encompasses the continuous delivery of SITAONAIRs commitments in relation to service performance, customer support, passenger support, upgrades and improvements.
The Customer Program Manager is in charge of the delivery of SITAONAIRs commitments across the three major phases above and is ultimately responsible for customer satisfaction.
1. Key Responsibilities
Manage the customers day-to-day relationship be its main point of contact into SITAONAIR
Create and maintain a 360 expertise on the status and history of a Customer
Ensure Customer satisfaction throughout the duration of the agreement between SITAONAIR and the Customers whilst managing value for SITAONAIR
Ensure the timely and successful delivery according to customer needs and objectives and as per SITAONAIRs commitment to the customer:
o Initial deployment and activation phase
o Service level agreement
Define, document and agree, on a regular basis, a customer-specific delivery schedule with customers and all SITAONAIRs departments, in particular for:
o Aircraft deployment and activation
o Future Product & Services
o Enhancement requests
o Corrections and implementation of formal improvement plans
Participate to the overall service and problem management process:
o 1st escalation level from Customer Perspective
o Provide information to Customer Service for continuous improvement
Actively support the work of SITAONAIRs departments with the customers in relation to the delivery of their targets
o Marketing department for constant improvement of revenue and local implementation of the roadmap
o Product Marketing and Management for the introduction of customers change requests into SITAONAIRs roadmap
o Sales department for upselling, cross-selling and churn prevention
o Customer Service
o Finance department for triggering, validating and following up on payment of invoices
Implementation of SITAONAIRs program management methodology and tools consistently across SITAONAIRs customer base (periodic reviews, steering committees, planning, change management)
Obtain customer acceptance of deliverables
Manage the customer in the delivery of its own contractual obligations
Prevention and management of crisis via timely and structured communication and escalation (on OnAir side as well as on customers side)
Define, document and maintain an up-to-date view of the organization of the customer including contact details for daily business as well as for escalation purposes.
Create and maintain close relationship with every department in OnAir to generate global commitment toward the delivery of SITAONAIRs quality standards
Provides full support to Sales in acquiring new business in the assigned region
Proactive involvement with Sales and Marketing to identify new and/or alternate means to increase passenger usage, develop partnership opportunities with third parties
Manage budget and project P&L during the initial deployment and activation phase
Directly or indirectly manage third party service and equipment suppliers
Validate purchase orders to third party suppliers and corresponding invoices
Validate customer commissioning statements for revenue share
Analyze passenger usage, provide customer reports and assist the customer in adjusting its wholesale and retail positions
EDUCATION AND TRAINING:
o Master degree level education or equivalent
o Project management PMP Certification not mandatory but recommended
Knowledge and skills:
o Business level English proficiency
o Air transport industry and airline operational constraints
o Communication, diplomatic and negotiation skills in an international environment
o Ability to work within a multi-disciplinary team in multiple location
o Analytic and pragmatic
o Quality focused
o Excellent skills in MSOffice products
o Experience in air transport industry. Previous position with an airline, an OEM, an MRO, a completion center or an STC provider is desirable.
o 3 years experience in the commercial aviation environment (airline, airframers, OEMs)
o 3 years in project management
o Proven experience in a customer facing position
o Proven experience in multi-country organizations
SITA is an Equal Opportunity Employer M/F/Disability/Veteran. SITA does not discriminate based on age, race, color, creed, religion, national origin, sex, disability, marital status, age, Vietnam Era Veteran status, or any other characteristic protected by state or federal law.
SITA is committed to assuring equal employment opportunity and equal access to individuals with disabilities. SITA will provide reasonable accommodation to a qualified individual with a disability to enable such individual to perform the essential functions of the position for which he/she is applying or in which he/she is employed.
SITA's equal employment opportunity policy applies to all employment practices and actions, including, without limitation, recruitment, application process, examination and testing, hiring, training, disciplinary actions, rate of pay or other compensation, advancement, classification, transfer, reassignment and promotions.