The role of the Airline CSD is to collate and internally drive Airbus' Airline support and service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the Airline.

In-line with the Global Account Management (GAM) concept, the Airline CSD leads the In-Service Core Team (ISCT) in-service account management as the primary interface for the Airline and Customer Services, to drumbeat all Business Unit activities whilst ensuring a single voice per customer.

To achieve this the Airline CSD acts as the primary interface between Customer Services and the assigned Customers. The Airline CSD is responsible for aircraft Entry into Service preparation and is accountable for all in service issues whilst ensuring the highest level of safety, reliability, customer satisfaction and business development.

The Airline CSD manages the relationship by establishing and maintaining direct contact with Customers, at management level within the Airline. Being aware of Customer Operational Performance, he/she will launch appropriate actions, where needed to keep Airbus management aware of issues and actions taken, and involve all relevant departments within Customer Services or other directorates and Partners/Suppliers.

The Airline CSD ensures the implementation of Support Clauses in the Purchase Agreement, and in all subsequent Customer Services commercial agreements. In conjunction with the Service Sales Director, he/she is in charge of identifying customer needs and subsequently promoting and actively supporting the sale of Customer Services range of products and services.

A. Main activities

⮚ Strategic activities

● Develop an Individual Customised "In-Service" Strategy aligned with the GAM core team.

● Identify business opportunities for both business development and service opportunities.

⮚ Client related activities

● Manage the relationship with customers with different sizes, cultures, structures, at various levels in the Customer organization.

● Manage customer feedback loop to ensure high level customer satisfaction and drive improvements.

⮚ Operational activities

● Provide timely support to Customer operational and commercial requests in a complex environment with many internal interfaces and without hierarchical authority.

● Prepare Entry into Service of new Aircraft by assembling and managing a team to secure operator readiness for on-time entry into service of such aircraft.

● Manage ISCT by regular meetings and diversified communications.

● Establish and Manage Customer debt recovery plan when necessary.

● Monitor, control and implement all Customer Services Sales Agreements and Purchase Agreements (including repair agreement and retrofit agreement).

● Organize airline visit, ERM (SMM) / FRM (TRM) Events

● Exercise commercial control and ensure that:

o Expenditures are within commercial commitments

o Commercial gestures are under control and minimised

o Overdue payments are made

o Close follow-up of contractual commitments is kept

⮚ Developmental activities

● Leadership of ISCT(In Service Core Team)

D. Outputs

⮚ Financial Outputs

● PA support package entitlement fulfillment

● Commercial gesture control

● Overdue debt report and action plan

⮚ Client related Outputs

● Airline in service strategy (updated regularly)

● Joint visit report with ISCT

● Customer satisfaction (CSIP result and action plan for improvement)

⮚ Operational Outputs

● EIS plan and roadmap

● Customer issue de-escalation

● Customer pain points in the region

⮚ Developmental Outputs

● leadership of ISCT

⮚ Qualifications

• Education: Bachelor and above, majoring in engineering or business and marketing

• Experience: airline or OEM experience preferred, 10yrs+

• Basic Skills: Good English level; advanced knowledge of aviation industry

⮚ Ability

• Soft Skills: Good communication skill; leadership mindset and skills; Self awareness; Continuous learning