Manager, Account Management (Component Repair & Overhaul)

Position Description

This role is responsible for account management with contracted customers. It maintains customer relationships by serving as the first point of contact during regular review meetings, addressing issues with other departments, and escalating matters to senior management when necessary. This role ensures the delivery of contractual obligations and fulfillment of customer requirements, monitors the financial performance of contracts against expected profitability and returns, and drives improvement initiatives.

What You'll Do

• Serve as the primary account management contact point for assigned customer accounts
• Take ownership of account management activities for the execution of commercial agreements to ensure commercial targets and contractual obligations are met
• Deepen relationships with contracted customers
• Identify opportunities for cross-sell and up-sell activities, and closely coordinate with Group Commercial and internal stakeholders on implementation
• Lead revenue and profitability analysis for existing customer accounts against the business plan, and provide short- and long-term business forecasts and reports
• Initiate and lead contract amendments as necessary; collaborate closely with Product Analysis for calculation requirements and support Group Commercial during negotiations as needed
• Lead regular performance reviews, both externally with customers and internally with management stakeholders
• Work closely with the Customer Service team to ensure customer requirements are executed effectively
• Lead internal understanding of customers’ contractual service or financial KPIs
• Collaborate closely with operations and production teams to stay informed about production status, identify communication barriers, and propose enhancement solutions
• Build and sustain long-term, trusting relationships with operations and production teams to ensure product and service performance meets satisfaction levels
• Address continuous improvement requirements and drive the development of internal systems and processes that enhance efficiency, meet emerging business needs, and improve customer satisfaction
• Collaborate with Group Commercial on customer relationship management
• Ensure compliance with HAECO Group Commercial processes and company policies
• Maintain a strong focus on safety and quality, ensuring compliance with all regulatory requirements
• Manage customer satisfaction surveys, conduct in-depth analysis, and communicate results to relevant stakeholders
• Support customer on-site visits

What You'll Need

1. Technical and other Relevant Experience

• Minimum of 10 years of proven track record in commercial experience, including client relationship management, preferably in the Aviation/MRO industry, with at least 5 years in a supervisory role
• Excellent communication skills, with experience in upselling, cross-selling, and contract negotiations
• Comfortable interpreting data to inform strategy and reporting, with proficiency in MS Excel
• Strong sense of time management and prioritization

2. Qualifications and other Relevant Knowledge

• Bachelor’s degree in Business Administration, Engineering, Supply Chain Management, Communications, or a related field is preferred
• Excellent command of English, both written and spoken; other languages are beneficial
• Certification in Project Management (PMP), Business Analysis, or Business Planning is preferred