Consulting & Customer Support Manager

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.

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