Manager, Customer Services

Description:

Key Accountabilities

• Client Relationship Management : Serve as the main point of contact by developing and maintaining strong relationships with the customer and key stakeholders and provide guidance on contractual matters and dispute resolution.
• Contract Management : Approve, execute, and manage the entire contract lifecycle. Ensure contractual accountability, perform periodic reviews, and provide resolution services. Educate stakeholders on their contractual rights and responsibilities.
• Account Growth : Identify and pursue opportunities for account growth and new business along with developing and implementing strategic account plans.
• Service Quality : Ensure clients receive high-quality service. Monitor satisfaction levels, address issues promptly, and conduct regular meetings and reviews.
• Internal Collaboration : Work closely with all key management and stakeholders to ensure alignment and support.
• Performance Tracking : Track and report on key account performance metrics. Analyse sales data and client feedback to identify areas for improvement.
• Industry Expertise : Provide expert advice and staying informed about industry trends, market conditions, and competitors, and share insights with internal teams.
• Reporting : Prepare regular reports on account status and performance for senior management. Ensure compliance with relevant policies, procedures and processes

What you’ll need to succeed in this role

• Tertiary qualifications in business, finance and/or aviation management is desired
• Previous experience in an aviation environment, particularly in the customer and contract management aspects, is essential
• Strong knowledge and understanding of the General Aviation market segment and PT6A engine is desirable.
• Significant experience in leading and managing a customer facing team/organisation, including leadership of customer managers.
• Significant experience in managing key accounts, multi-year contracts and, building relationships, to drive business growth within the MRO environment.
• A high level understanding of client management, tenders and contract management processes.
• Be an influential and clear communicator that possesses high level presentation, negotiation and leadership skills to engage with key clients and stakeholders.
• Experience in achieving and driving results through quality management and continuous improvement concepts.
• Proven problem-solving ability with a solutions orientation.

What we can offer you:

• Permanent full-time employment
• Clean, safe working environment with a close-knit team
• Training and career development opportunities
• Social activities including participation in community support events
• Onsite car parking

Pre-requisite - must have Australian working rights.