Customer Relationship Manager

Customer Relationship Manager

Acro Aircraft Seating is one of the UK’s leading and fastest-growing manufacturers of passenger seats for commercial airlines around the world. We are an agile, innovative business at the forefront of disrupting the aerospace market. Through modern methodologies, lean techniques, inspired innovation, and passion for being the best, Acro is positioning itself to be the world’s leading aircraft seating supplier.

Collaboration is one of Acro’s core values, by working together and applying our skills and expertise across Sales, Engineering, Quality, Supply Chain and Operations, we find the solutions to our clients’ most complex challenges and how we deliver our promises today and tomorrow.

Location: UK

Salary: Competitive

EXCELLENT BENEFITS

• 25 days holiday + bank holidays
• Pension
• Healthcare scheme
• Life assurance
• Employee Assistance Programme
• Retail discounts
• Training opportunities
• 37.5 hours per week – 1 pm finish on a Friday
• Hybrid working

To be successful in this position, you will have/be;

• Lead, mentor, and develop a high-performing customer service and aftermarket support team, fostering a collaborative and customer-focused culture

• Oversee the team's daily operations, ensuring prompt and effective service delivery. Set clear performance goals, provide regular feedback and support the team’s professional development

• Be the main point of contact for all customer inquiries, leading the timely resolution of customer issues and providing timely responses

• Build strong relationships with key stakeholders

• Collaborate internally with Technical and Procurement departments within a matrix structure

• Proactively identify new business opportunities and maintain existing accounts to achieve revenue and growth targets

• Understand and anticipate customers' needs, concerns, and objectives to provide timely and effective solutions

• Lead the bid process through “enquiry to win,” ensuring governance through the bid stages, working cross-functionally with Technical, Finance, and Programmes and managing internal stockholders

• Create customised proposals and sales presentations tailored to each customer's requirements

• Oversee aftermarket service projects from initiation to completion, ensuring project deliverables are met within agreed timelines and budgets

• Conduct regular business reviews with customers to Identify areas of improvement and ensure customer satisfaction

Skills and experience required

Essential:

• Proven experience as a Customer Relationship Manager within Aftermarket

• Ability to deliver results within tight timeframes in a fast-moving environment

• Attention to detail with the ability to identify and resolve problems systematically

• Knowledge of business processes and functions (Finance, HR, Procurement, Operations, Programmes, HR etc)

• Great communication skills and the ability to develop good cross-functional, collaborative working relationships

• Analytical thinker who can articulate the case and engage people to achieve the end goal

• A confident decision maker with a clear, thought-out rationale for judgements made

• Flexible to adapt to changing situations and environments. Good personal time management and comfortable working to deadlines

• Able to work, think and make decisions autonomously

Desirables:

• BSc/BA in Business or relevant field; MSc/MA is advantageous

• Proficiency in CRM software and MS Office suite

• Strong understanding of aircraft seating products, maintenance, and repair practices

• Knowledge of aviation regulatory requirements (e.g., FAA, EASA), including regulatory AS9100, Part 21 J, Part 21 G and Part145

• Familiarity with ERP systems (e.g., Epicor) and data analysis tools

The Parent Company of ACRO Aircraft Seating is Zhejiang Tiancheng Controls Co., Ltd headquartered in China.

We really want to hear from you, so don’t miss your opportunity to join us! Once you apply, your CV will be held on our central database. Please do let us know if you do not wish for us to retain your details.If your application is successful, you will be contacted in due course.

Acro Aircraft Seating is an equal opportunities employer.

Please view our website for access to our Job Applicant Privacy Notice.

The closing date for applications is 22 November 2024.

Please note: This advert may close early if sufficient applications are received. Acro Aircraft Seating uses reserve lists for positions where more than one candidate is deemed suitable for a position. Reserve lists are in place for 12 months, during which time reserve candidates may be offered the same or similar post should one become available.