Customer Engagement and Program Manager

Job Description:

Your Mission:
The Customer Engagement and Programme Manager team (SDPC) is a key enabler of the Digital Services Growth organisation
(SDP) and the Customer Success Management process. In that context, the CEPM has the responsibility to engage with the
airline customers to identify their needs, support the commercial sales process and the innovation processes, oversee the
deployment of the services with the airlines, in line with the relevant team in the Digital Services ecosystem.
The CEPM role requires a strong understanding of the airline customers, aircraft systems, program and project management,
digital trends, systems integration, Agile software design methodology and some fluency in the latest technology trends.
If you see yourself as a delivery-focused, customer-minded, and technically-oriented leader, an innovative problem-solver, if you
have no issue in being autonomous whilst fostering strong collaborations internally and externally, and if you thrive in fast-paced
and fluid environments, joining SDPC might be for you!

Main Responsibilities:

Manage the relationship with customers: the CEPM is the voice of the customer in Digital Services and creates
strong ties with its relevant interfaces with a view of growing the business opportunities. This can apply to different
set-ups:

Deploying consultative selling methods, the CEPM identifies with the customer its needs and acts as
business-line strategic advisor for i) the Airbus sales teams to craft an offer based on existing product lines
and ii) Digital Innovation teams to identify any product or solution innovation potential.

Alternatively, contributing to Digital Services sales campaigns with the GAM, Commercial and Marketing
teams and ensures capacity to deliver versus sales commitment before signature.

Engaging the early adopters in the Digital alliance product go-to-market strategies.
Being the customer’s main entry point for the execution of the Digital Services contract execution.
Identify upsell opportunities among the customer portfolio while working with Portfolio, Marketing & Sales and
promote add-on solutions.

The deployment phase of the solutions sold to the Airlines requires strong programme management skills to define
the deployment plans, coordinate and drum-beat all teams involved within Airbus and the customer. The objective is to
guarantee on-time/cost/quality delivery of satisfactory solutions, ensuring expected availability for platform, algorithms
and services applications and getting correct data capture, routing, transport & processing. In that role the CEPM shall:

Define and manage for each airline the detailed customized end-to-end implementation roadmap, with clear
milestones and deliverables for Airbus, base on contractual commitments

Drive acceptance from customers on digital solutions and trigger associated revenues
Communicate on overall progress
Once the solutions are well implemented the CEPM shall ensure smooth contract execution for each account by
doing the following:

Manage the contract P&L (ensure contractual commitment within budget, and secure appropriate invoicing
with the relevant teams)

After deployment, manage the contracts, by monitoring and communicating with the Customers on the key
points of the service level agreements, manage remedies if any, collect and share customer feedback from
various sources (Sales and marketing, CSD, Field reps, Tech request database, contracts…)

Main Deliverables:

Conduct workshops and immersion session with customers
Drive the value assessment from pre-sales phase to acceptance and adoption phases and monitor customer adoption,
ensuring efficient usage to maximise proven value

Customer engagement plans, based on product priorities and consultative selling outputs
Draft and/or review the contracts Statement of Work (SOW) on feasibility, cost, acceptance criteria and invoicing topics.
Evaluate the cost of the contract. This will include confirming the customer’s fleet is properly fitted with the required
enablers, correct data-transmission, capture, routing, transport & processing elements.

Deployment roadmaps and robust planning agreed by all relevant Airbus stakeholders
Ensure yearly revenues by triggering invoices issuance and follow-up.
Ensure that service level agreement and other KPI are in place, share them with customers and manage remedies.
Identify/anticipate and mitigate risks/issues which may affect contract execution of digital solutions and make customer
heat map monitoring

Skills and Competencies:

Bachelor’s Degree in Aeronautics or Mechanical Engineering, Information Systems, Information Technology (IT) or
Computer Science

Proven Airline customer-facing experience
Ability to understand rapidly and in detail digital products linked to Aircraft ops, health monitoring, predictive
maintenance, reliability

Knowledge in IT, data-analytics or have a strong interest in these fields, being familiar with Skywise
Programme management and the right skill sets to drumbeat the internal organisation to ensure contractual
commitments, customer satisfaction, cost and revenue targets and events management. Capacity to build and own
project path and to maintain project consistency at any time

Good communication skills (internal/external) and assertiveness, including experience in holding technico-commercial
discussions with airlines, ranging from airline CEOs, VPs, heads of maintenance, fleet management, operations,
reliability, airline IT teams etc.

Capable of creating a strong and trustful customer relationship and managing customer expectations. You believe in
listening to the customer, as much as being able to give clear explanation and resolve potential issues

Proactive and good organizational skills
Good team player, have the ability to collaborate in cross-functional teams and include remote teams to ensure
consistent ways of working

Curious and open-minded for change and continuous improvement
English Advanced level (written and spoken), an additional language would be an asset
Ability and appetite to travel (approx 30% of time on average)

Above all, the excitement, curiosity, and passion for shaping the future of the aviation ecosystem through digital technology
solutions and a customer obsessed mindset will ensure success in this role.

Job Disclaimer and Notification

We bring to the notice of all concerned that Airbus Group India Pvt. Ltd (hereinafter referred to asAIG) follows a fair and
merit-based employee selection and recruitment practice.
Airbus Group India does not:
1. Send job offers from free email services including but not limited to Gmail, Rediffmail, Yahoo mail, Hotmail and others.
2. Authorize anyone to either collect money or arrive at any monetary arrangement in return for a job at AIG.
3. Charge / accept any form of consideration or security deposit from job seekers and applicants during any stage of the
selection and/ or recruitment process.
4. Request for your credit card number or bank account number.
It has come to our attention that fake job offers under the aegis of Airbus India or Airbus Group India Pvt. Ltd. have been
circulated by unauthorized personnel. On receipt of an interview call for any job at AIG, the candidate may take some measures

such as visiting the official website orcareer site of Airbus to get the contact details to enquire with the Human Resources
department of Airbus India regarding such job