Customer Support & Service Manager Middle East

Customer Support & Services Manager

The Customer Support & Services Manager (CSSM) is responsible for reinforcing and expanding the existing Support & Services activities within the assigned geographical area in Middle East for the Defense Global Business Unit – Customer Support & Services Department. This role involves identifying and prospecting new opportunities to develop these activities, establishing and reporting on customer needs, and coordinating all related commercial actions. Additionally, the CSSM will develop and maintain local relationships with various Safran Electronics & Defense entities, partners, and customers. In collaboration with the Customer Support & Services Manager pole of the Defense GBU, the CSSM will work on structuring activities to achieve the global objectives of the Customer Support & Services Department.

Key Performance Indicators (KPIs) for this role include:

• Customer Satisfaction: Measure customer satisfaction for support and services activities
• Customer Loyalty: Track customer retention rates and loyalty metrics
• Business Opportunities Identified: Count the number of new business support & service opportunities identified and communicated to the Global Business Development (GBD) team
• Footprint Expansion: Measure the expansion of Safran Electronics & Defense's support and service activities within the region
• Communication Effectiveness: Evaluate the effectiveness of communication with the GBD team regarding new opportunities and customer needs

Job summary: Reinforce development of existing Support & Services activities within the assigned geographical Middle East area for the Defense Global Business Unit – Customer Support & Services Department. Prospect and identify any opportunities to develop Support & Services activities within the assigned geographical area. Establish and report SED Customers needs in order to initiate the actions under CSSM pole responsibilities: elaborating and put in place "sales" process with SED team in France. Coordinating all related commercial activities. Develop local relationships between the various legal Safran Electronics & Defense entities (subsidiaries, offices), its partners and its customers. In collaboration with « Customer Support & Services Manager » pole of Defense GBU – Customer Support & Services Department, developp the structuring activities in order to reach the global objectives of CSSD.

Job Requirements

Local contract attached to GBU Def – CSSD (functional). Based in Middle East with numerous business travels within assigned geographical area and in France. Local legal working terms apply. Requirements: Proven experience in support activities & ideally in defence. Proven experience in business development within the geographical area. More than 5 years of professional experience in Commercial and Customer support activities. Qualification: Bachelor's degree or equivalent experience. More than 5 years of complex sales & Business development experience or more, preferably in the in Support activities and ideally in Defense industry. Demonstrated excellent customer relationship management skills, strong written and oral communication skills and strong listening skills. Experience with project management, contractual terms and conditions and financial acumen. Proficient in utilizing analytical software and sales tools (Excel, PowerPoint, etc.). Achievement and results oriented. Able to function and work independently and confidently. Travel: Able to travel up to 50% of the time.

Company Information

100 avenue de Paris 91300 Massy United Arab Emirates