Consulting & Customer Support Manager

Job Description:

Job Objectives

• The Customer Support organization is seeking a dynamic Customer Support Manager (CSM) to strengthen and secure the future of Airbus Customer Support worldwide.
• In this pivotal role, you will act as the primary focal point for 1–2 key accounts, driving all post-sales activities to ensure exceptional customer satisfaction while diligently preserving Airbus’s interests. 
• Simultaneously, you will serve as the APAC regional focal point for consulting activities (SCA), responsible for coordinating regional consulting strategies, identifying value creation opportunities, developing the consulting landscape and fostering business development. 
• You will bridge the gap between customer needs and Airbus solutions, acting as a strategic partner to management by delivering actionable results, implementing project recommendations, and maintaining high-level engagement across the regional stakeholder ecosystem.

Job Responsibilities

• Manage End-to-End Account Strategy: Act as the dedicated focal point for assigned accounts, driving all post-sales activities through the entire aircraft lifecycle while ensuring customer satisfaction and strictly preserving Airbus interests.
• Drive APAC Regional Coordination: Serve as the primary regional authority for all support and advisory activities, ensuring seamless communication and operational alignment across the APAC stakeholder ecosystem.
• Lead Project Execution & Governance: Take full responsibility for project execution, ensuring that all commitments are met regarding timing, quality, budget, and "Right First Time" delivery standards.
• Oversee Consulting Growth: Lead the identification, promotion, and market development of Airbus Consulting services in the region, acting as the prime contact for new business inquiries and opportunities.
• Own Financial Operational Objectives: Maintain direct accountability for achieving assigned financial and operational (OP) objectives within the regional scope.
• Cultivate Stakeholder Relationships: Build and maintain meaningful relationships with key regional stakeholders (e.g., National Aviation Authorities, Airlines, MROs, and Airports) to ensure trust and long-term partnership success.
• Define Customer Strategy: Proactively identify value creation opportunities and customer needs to create robust, convincing proposals and strategic recommendations for customer management.
• Ensure Internal Alignment: Collaborate across internal organizations (Service & Commercial teams, central teams in Toulouse) to capture customer needs and drive forward new business initiatives.
• Other duties reasonably determined from time to time by the Company

Secondary Responsibilities

• CSD Strategy Support: Assist Customer Support Directors (CSDs) in preparing for high-level meetings and interactions with customer management teams.
• Action Plan Coordination: Collaborate with CSDs to organize and prepare Customer Support Improvement Plan (CSIP) action plans.
• Methodology Improvement: Contribute to the continuous improvement of internal Customer Support methods, tools, and processes by providing actionable feedback from the field.
• Cross-Functional Collaboration: Partner with other Airbus business lines and internal functions to leverage broader expertise and enhance overall customer satisfaction.
• Mission Execution Assistance: Participate in consulting missions led by the Toulouse-based teams, acting as an analyst or local execution partner to deliver on project requirements.
• Specialist Support: Work alongside domain specialists (e.g., in Supply Chain, MRO, or Flight Ops) by providing local data and operational context when required.
• Escalation Alignment: Assist in the proper escalation of critical or hierarchical business matters to the Head of Airbus Consulting (Business & Strategy and Operations) to ensure alignment with global standards.
• Proposal & Dossier Contribution: Support the central team in developing decision dossiers and business cases by providing regional insights and requirements.
• Market Intelligence Reporting: Identify and report potential leads and regional market opportunities to the Airbus team in Toulouse for qualification and development.
• Compliance Support: Help monitor and ensure the consistent application of Ethics and Compliance rules across all regional activities and partnerships.

Job Requirements

• Master’s degree or equivalent in Aviation, Engineering, Business Management, or a related field.
• Aeronautical background with minimum 5 years experience in the commercial aviation industry, Air Traffic Management, or maintenance operations/MROs. Candidates are expected to combine this technical background with a business management mindset and proven experience in project management (stakeholder/supplier management, risk and cost management, and project governance).
• A robust background in the commercial aviation industry, Air Traffic Management, or Flight Operations. Must possess the ability to rapidly develop a deep technical understanding of aircraft support, including supply chain, maintenance, and MRO operations.
• Proven experience blending technical aviation knowledge with a strong business management mindset. Ability to understand the business implications of technical decisions, develop convincing business cases, and present decision dossiers to management.
• Demonstrated success in project management, including stakeholder and supplier management, risk and cost management, and the ability to design and lead project governance frameworks to ensure commitments are met.
• Aptitude for identifying customer needs and translating them into actionable, high-value consulting proposals, strategic recommendations, and new business initiatives.
• Well-experienced within the Google Workspace environment (Docs, Sheets, Slides) for reporting, documentation, and performance dashboards. Familiarity with CRM tools (e.g., Salesforce) and analytics/survey platforms (e.g., Qualtrics) is highly desirable.
• Ability to thrive in international environments, with proven diplomacy skills and the ability to adapt seamlessly to diverse cultural contexts across the APAC region and beyond.
• Advanced verbal, written, and presentation skills in English.. Proven ability to communicate persuasively, build trusting relationships with stakeholders (e.g., Airlines, National Aviation Authorities, Airports, MROs), and present results to customer management.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Employment Type:

-------

Experience Level:

Job Family:

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [email protected].

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.