Lead Account Fulfilment Manager
Airport area, HK
The HAECO Group is an independent global provider of high-quality MRO services. We offer a broad range of aviation products and services that enable our customers to operate their aircraft, engines and components safely and efficiently. Headquartered in Hong Kong since 1950, our global reach has extended as we have grown. We now have operations throughout the Asia-Pacific region, Americas and other parts of the world.
Based at Hong Kong International Airport (HKIA), HAECO Hong Kong offer a full range of services including airframe services, line services, component services, engine services, freighter conversions, technical training and AOG support.
Position Description
What You'll Do
- Lead and manage a portfolio of strategic customer accounts, with overall responsibility for contracted customers’ performance and satisfaction, measured against clear KPIs (for example, revenue, profitability, Accounts Receivable, On Time Performance, Customer Satisfaction, daily operations monitoring as needed etc…)
- Act as the Commercial Manager Deputy for Customer Account Management when necessary.
- Support deal reviews with senior management to ensure strategic alignment, risk management, and adherence to financial objective
- Build, maintain and cultivate strong relationships with key stakeholders, incl. decision makers of contracted customers at different levels of seniority, and in close alignment with Corporate Sales
- Support contracted customers by fulfilling maintenance services as to contractual obligations and providing overall problem-solving support, in close collaboration with Customer Service
- Assist the dialogue for Contract Amendments or Contract Extensions, in close collaboration with Corporate Sales and Product Sales where required
- Drive the overall development and continuous improvement of Fulfillment processes
- Safety and Quality focused, ensure compliance with all company regulatory requirements
- Ensure AOG support provided matches what is contractually promised (e.g., response times, scope of support, cost treatment) and as a communication bridge between the airline customer and internal operations, address issues to other departments and escalate to senior management, etc.
What You'll Need
- At least 7 years of proven track record of commercial experience incl. client relationship management, preferably in Aviation / MRO industry
- Bachelor’s degree in Business, Engineering, Supply Chain Management, Communications, or a related field is preferred
- Excellent communication skills, experience in upselling, cross selling
- Comfortable interpreting data to inform strategy and reporting, proficiency in MS Excel
- Strong sense of time management / prioritization
- Customer focus and results driven
- Excellent command of English, written and spoken; Other languages are beneficial
- Knowledge in Project Management (PMP), Business Analysis, Business Planning is preferred
- Knowledge of contracting procedures (e.g. IATA SGHA or Aviation GTA) and negotiation techniques is an advantage
- Proficiency in ERP platforms like SAP, AMOS, etc. preferred
HAECO Group is an equal opportunity employer. At HAECO, we are committed to creating an inclusive and supportive working environment for all our people regardless of their age, gender, gender identity, sexual orientation, relationship, family status, disability, race, ethnicity, nationality, religious or political beliefs. We believe in creating an environment where people feel comfortable at work and are able to realise their full potential.
Build your career with us and be part of something bigger at HAECO!
Reference ID: 1108
Candidates not contacted 4-6 weeks after submission of applications and/or interviews may consider their application unsuccessful.
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