Account Manager

Account Manager

Full time

Derby, London, or Berlin

What you will be doing:

We have a fantastic opportunity for an Account Manager to join the Customers & Services team in Civil Aerospace in London Kings Place, Derby or Berlin.

As an Account Manager, you will be the primary or supporting POC for our airline customer accounts, the Account Manager is accountable for the customer experience over the product & service lifecycle.

You will also support the VP Customers on Partner & Develop accounts, and/or be solely accountable for a portfolio of Serve & Support accounts. You will be expected to integrate all aspects of the customer experience and direct the organisation to ensure that expectations are set, met or exceeded. In this role you will also be accountable/responsible for all product & service profit, revenue and cash from their customer portfolio.

Responsibilities:

In this role, you will manage the overall customer interface through the regional structure, developing organisational and cultural understanding between Rolls-Royce and its customers such that our business propositions deliver value to both throughout the product life cycle, you will also:

• Ensure that contracts are administered in a way that is consistent with delivering value to Rolls-Royce, including working with internal stakeholders and subject matter experts to resolve disputes and manage contract risks. Ensure accounts are managed in accordance with Compliance and ABCEC policies.
• Deliver Customer account profit revenue & cash plan and work with the Finance BP to achieve regional targets. Manage threats and deliver cash and profit opportunities relative to budget (5YP). Drive key financial payment plans with customers on such matters as Customer Responsible Charges, TotalCare invoices to achieve the monthly revenue per the budget (5YP). Help develop debt recovery plans (where applicable). Work with the Sales & Transitions teams in delivering new OE and services sales targets.
• Build Customer relationships and act as the primary interface with Rolls-Royce. Keep assigned customers informed and represent their needs and views within Rolls-Royce. Foster new airline relationships and grow the Rolls-Royce customer base in your region. Develop and maintain airframer customer team relationships to maximise Rolls-Royce opportunities and represent Rolls-Royce at external customer-orientated events and conferences.
• Set and deliver Customer Satisfaction targets. Work with Services, Engineering and other relevant parties to ensure customer specific targets are met. Drive consistently high customer NPS.
• Review and validate business forecasting inputs for the Customer accounts. Responsible for the validation of forecasts, and for the quality of regional inputs.

Why Rolls-Royce?

Work with us and we’ll welcome you into a culture of caring and belonging where you can be yourself. We will listen first, embrace feedback and act with integrity. We will invest in your continuous learning and development, and make sure you have access to a wide breadth and depth of opportunities to grow your career and make a difference.

We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Hybrid working is a way in which our people can balance their time between the office, home or another remote location.  It’s a locally managed and flexed informal discretionary arrangement.  As a minimum we’re all expected to attend the workplace for collaboration and other specific reasons, on average three days per week. Discover more on our GBS Service Portal about hybrid working.

Who we’re looking for:

Being a part of Rolls-Royce, you’ll know we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do.  These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles.

To be successful in this role you will need to meet the following criteria:

• Qualified to at least degree level or equivalent industry experience.
• A good understanding of Rolls-Royce products and services.
• Experience in at least one previous customer-facing role, such as Customer Management, Services, Commercial or Sales.
• Demonstrated business acumen skills, and an ability to quickly grasp the value of different levers in a negotiation to ensure a positive outcome.
• Relationship management experience, and an ability to find mutually acceptable outcomes to customer challenges.
• Ability to consult, collaborate with, and influence across all levels, including leadership, both within and external to Rolls-Royce.
• Comfortable challenging legacy thinking and driving behavioural change.
• Possess the aptitude to lead a multi-disciplinary, diverse regional team to deliver agreed objectives.
• Good project management skills, and an ability to multi-task effectively.
• Strategic thinking, and an ability to anticipate customer needs from a good understanding of their medium-long term direction.

Join us & help Rolls-Royce to become a high-performing, competitive, resilient business.

Please be aware that the priority will be given to employees identified as being at high risk. 

The professional level and salary of the position will be dependent on the skills and experience of the successful candidate but is anticipated to be Level C.

This job is advertised at the grades shown, and this is the desired operating level for this role.

We encourage applications from candidates with relevant experience from any grade.

It is advised that you inform your current manager of your application for this role. 

We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.

You can learn more about our global Inclusion strategy here.

Grade: Level C

For further information please contact: Celine Bouas

Recruiter: Andy Walsh – [email protected]