Manager Customer Services

2 weeks ago

Brisbane, Queensland, Australia Standardaero Full time

Key AccountabilitiesClient 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 processesWhat you'll need to succeed in this roleTertiary qualifications in business, finance and/or aviation management is desiredPrevious experience in an aviation environment, particularly in the customer and contract management aspects, is essentialStrong 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 employmentClean, safe working environment with a close-knit teamTraining and career development opportunitiesSocial activities including participation in community support eventsOnsite car parkingPre-requisite - must have Australian working rights.
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