HO Regional Customer Experience Asia

Job Description:

Regional Strategy & Growth:

● Strategic Ownership: Take ownership of the region’s success, setting ambitious financial targets for revenue growth, profit margins, and operational efficiency.

● Market Analysis and Vision: Develop and implement the long-term strategic plan for the region, based on in-depth analysis of market trends, competitive landscape, and customer needs across key countries.

● Go-to-Market Execution: Define, deploy, and refine sound go-to-market processes that drive significant increases in revenue and sales across the full portfolio.

● Customer Experience Oversight: Own the end-to-end customer experience, developing and implementing strategies that drive customer satisfaction, reduce churn, and foster customer loyalty.

● Journey Mapping: Design, maintain, and continuously optimize end-to-end regional customer journey maps for key company's products and services, ensuring a seamless and effortless experience at every stage.

● Global CX Alignment: actively work with central functions and other Heads of Region to ensure strategic alignment, best practices and standardized global processes.

Commercial

● Business growth and Revenue Generation: Drive top line revenue and ensure aggressive sales acquisition and engagement of existing and new customers. Ensure efficient promotion of company and offer through appropriate marketing plan featuring product presentations at customers, technical roadshows, organization of user conferences, participation to industry events...

● Customer Relationship Management: Be the executive sponsor and relationship manager for the most strategic and high-value customers and prospects in the region, facilitating negotiations and building lasting partnerships.

● Pricing and Profitability: through appropriate involvement in company End to End Sales procedure, ensure competitive positioning of each offer/contract, while maximizing profitability Customer Support

● Customer Advocacy: Champion a truly customer-centric culture across the organization, acting as the voice of the regional customers in all internal executive leadership decisions.

● Exceptional Customer Support: Drive the regional escalation process from L1 to L3 for a seamless customer experience that maintains full adherence to SLAs while supporting a global presence.

● Conflict and Crisis Resolution: Serve as the executive point of escalation for customer or operational issues, making informed, timely, and high-stakes decisions to resolve conflicts, maintain business continuity, and protect the company’s interests. Oversee the regional process for managing high-priority customer escalations, ensuring timely, professional, and effective resolution to safeguard customer contracts and relationships.

Leadership, and Operational Excellence

● Regional Team Management: Lead, mentor, and inspire the regional CX team, ensuring they have the skills, resources, and motivation to deliver exceptional customer value.

● Cross-Functional Collaboration: Partner closely with other company functions to prioritize and advocate for customer needs in Company strategy and portfolio roadmap. Coordinates locally with Airbus support & services functions to share knowledge and information and ensure maximum consistency in customer engagement.

● Performance Monitoring: Monitor, and report on key performance indicators (KPIs) and metrics, providing actionable insights and reports

● Continuous Improvement: Lead cross-functional regional initiatives to address major customer pain points or internal inefficiencies, driving significant, measurable improvements in customer satisfaction and operational efficiency.

Other duties reasonably determined from time to time by the Company

Qualification & Professional skills :

• Minimum of 10 years experience in a leadership or management role, in the Airline industry area, ideally in the customer experience area.

• Demonstrated success in developing succession plans, creating a culture of accountability, providing regular constructive feedback, and continuously improving team capabilities.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus Flight Operations Services Limited

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Leadership

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