Regional Service Delivery Manager (m/f) AIRBUS

**Job Description:**
*Airbus Defence and Space* is looking for a *Regional Service Delivery Manager for Geospatial business (m/f) *to join our 'Geospatial Customer Service' in the Connected Intelligence/Geospatial business branch at Airbus Defence & Space,* Toulouse, France.*
Geospatial Customer Service guarantees the *delivery of high-performance and quality services* that meet both the needs of customers and their specifications as well as Airbus profitability targets. We secure the delivery of defined service levels to our customers, both in the form of 'standard' service levels of our main products and individual contracts providing customised and premium services, constantly securing customer satisfaction and anticipating needs. We seek efficiency in our operations across the Geospatial organisation and closely collaborate with a wide range of technical and business functions.
Customer Service at Geospatial is both an operational role, training customers and supporting them in their daily orders and inquiries, and a business focused role, developing customer accounts, order volume and revenues. Starting early in the customer engagement process, we put a specific focus on the anticipation of customer needs and proactive development of additional opportunities, together with and supporting our sales and marketing colleagues.
As the *Regional Service Delivery Manager*, you will ensure an hybrid position that blends 3 mains responsibilities : * Business knowledge and coordination , Project Management and Operational excellence *. Being driven by a strong business mindset and project culture, you will be expected to build a comprehensive picture of regional customer activities and how to organise our customer service operations to optimise their output. To do so, you will work closely with the Customer Service Managers over a regional customer portfolio to achieve collectively the customer service missions (explained here below), you are motivated by working across functions and borders and comfortable with data exploitation and the use of a variety of technical tools.
This position will require international trips (duration up to 1 week) from time to time upon client needs and business opportunities.
*Your working environment:*
Global capital of aeronautics and European capital for space research, Toulouse is a dynamic city of the southwest of France served by an international airport. Ideally located between the Mediterranean sea and the Atlantic ocean and close to the Pyrenees mountains, it offers plenty of options for outdoor activities!
*How we care for you:*
* *Financial rewards:* Attractive salary, agreements on success and profit sharing schemes, employee savings plan abounded by Airbus and employee stock purchase plan on a voluntary basis.
* *Work / Life Balance:* Extra days-off for special occasions, holiday transfer option, a Staff council offering many social, cultural and sport activities and other services.
* *Wellbeing / Health:* Complementary health insurance coverage (disability, invalidity, death). Depending on the site: health services center, concierge services, gym, carpooling application.
* *Individual development: *Great upskilling opportunities and development prospects with unlimited access to +10.000 e-learning courses to develop your employability, certifications, expert career path, accelerated development programmes, national and international mobility.
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.
*Your challenges:*
* *Support to customer and business development on a dedicated region*: Forming a successful tandem with Sales on a dedicated customer portfolio, we seek to promote new products, follow-up on quotations and business opportunities, develop prospects and convert them into paying customers and actively support pre-sales activities. We manage our customer accounts to ensure premium service delivery and identify upselling opportunities (e.g. with our network of resellers). The Regional Service Delivery Manager in particular will work with our CRM, bid and customer financial data to support the team's activity with a global view and success tracking.
* *Customer operations and management: *Being assigned to a customer portfolio and managing and/or supervising the successful roll-out of their imagery operations at Airbus, we deliver contractual services on time, on quality and on cost. Serving a wide range of customer profiles (direct or resellers, from premium clients with specific needs to smaller accounts). Serving the customers' needs and our contractual agreements making use of project management techniques, GIS and reporting tools and by adapting our ways of working where suitable, whilst driving simplification and customer autonomy. Mostly acting as the single point of contact for the customer, we ensure successful collaboration with all Airbus functions, incl. technical teams in charge of developments that might be required to fulfill customer needs. We identify, record and mitigate risks for successful service delivery, in line with both customer satisfaction and profitability. Working in a high-pace environment, we manage priorities and apply practical problem solving to quickly get to the root cause of an issue.
* *Delivery commitment and execution*: At pre-sales stage but not only, we act as technical advisor and we ensure the "Programme representative" role in the Airbus DS "Acquire Business" bidding process (part of the key axes for the Regional Service Delivery Manager), preparing the commitment of the entire Programme organisation to deliver the defined contractual scope on time, on cost and on quality. We support the best commercial outcome through assessing technical and operational aspects and financial consequences and help forming the best-adapted solutions. In the delivery phase, we apply project management methodology to operational excellence.
* *Voice of the customer and customer satisfaction:* We make the voice of the customer heard on a daily basis. We anticipate and manage claims in an efficient way upon orders or needs in a constructive manner and in company-wide customer feedback and improvement processes. To the outside world, we contribute to communicating in a reliable and collaborative manner involving all relevant stakeholders. We continuously contribute to high customer satisfaction through our daily work, dedicated alerts/actions each time needed and supporting the customer satisfaction initiatives within Geospatial Customer Service.
* *Ability to take a leading role in business and improvement initiatives: *in close collaboration with the Manager, drive dedicated customer service initiatives, ensure the follow-up on regional business activities; animation of the operational Customer Service Managers team of the region to help the management to calibrate operational efforts and workload and have an up-do-date overview on all operations; conduct in-depth customer reviews, detect improvement potential in operational and business matters, and coordinate the set-up of dedicated measures with team members and all functions.
*Your profile:*
* Proven experience in customer relations, a strong customer orientation and motivation through customer satisfaction and operational excellence,
* Experience working in Customer Services, Sales or other client-exposed positions is a strong plus,
* Strong interest in technical products & configuration to satisfy demanding customer requests,
* Experience in Earth observation or space imagery would be a plus,
* Experience in using GIS tools and reporting tools would be a plus,
* CRM, SalesForce, financials, bid documentation, tools related to our satellite ground segment, among others,
* Track record/culture in Project Management and Bid/tender,
* Demonstrate autonomy and curiosity,
* Responsiveness and flexibility,
* Strong communication & influencing skills,
* Analysis and synthesis spirit,
* Strong team player and collaborative spirit,
* Organization, time management, and problem-solving abilities,
* Intercultural competence would be a plus,
* English: fluent in spoken and written language,
* Any other languages a plus.
This position requires a security clearance or will require being eligible for clearance by the recognized authorities. The candidate needs to possess the French nationality conforming to IGI 1300 dating 30/11/2011 (article 65).
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