What are the responsibilities and job description for the Customer Lifecycle Manager position at 1386 Satair A/S?
Job Description:
Customer Lifecycle Manager – Be the Bridge Between Our Customers and Satair Success!
Are you passionate about creating seamless customer experiences and driving operational excellence? Join our team as a Customer Lifecycle Manager, where you’ll take ownership of customer lifecycle processes and play a pivotal role in onboarding our customers and enabling them to access our extensive portfolio of aviation aftermarket spare parts and services. This is your opportunity to lead impactful initiatives, enhance processes, and ensure smooth customer account management from start to finish.
The position is located in Copenhagen, Denmark.
What the job is …
As a Customer Lifecycle Manager, you will oversee the end-to-end management of customer accounts, ensuring consistent onboarding, account maintenance, and offboarding operations are efficient and customer-centric while maintaining compliance with KYC, Export Control and other regulations. You’ll act as a subject matter expert and a key contributor to projects and process improvements, while also providing internal guidance and training. Your responsibilities will include:
Customer Onboarding:
- Develop, execute, and oversee seamless onboarding workflows, including roles and responsibilities, working instructions, and related SLAs to ensure new customers are effectively integrated and set up in our systems.
Account Maintenance:
- Ensure that customer accounts are efficiently managed and up-to-date, serving current and future business requirements.
- Develop and execute regular performance monitoring for issue resolution to ensure a consistently positive customer experience.
Offboarding:
- Develop, execute, and oversee offboarding workflows, roles and responsibilities, working instructions, and related SLAs for departing customers.
Know Your Customer (KYC):
- Serve as a focal point for all KYC compliance matters within ASC.
- Execute and oversee workflows, roles and responsibilities, working instructions, and SLAs to ensure compliance with KYC regulations.
Projects:
- Plan and drive current and future projects related to customer lifecycle management, ensuring alignment with business objectives.
Training and Development:
- Plan and execute internal training to enhance knowledge in customer lifecycle management.
- Provide day-to-day support for questions and issues, serving as a point of escalation when needed.
Support and Troubleshooting:
- Act as a point of contact for complex customer issues, working closely with stakeholders to provide timely resolutions.
Process Improvement:
- Continuously evaluate and improve account management processes, workflows, and working instructions to enhance efficiency and customer satisfaction.
Customer & Internal Stakeholder Feedback:
- Collect and analyze feedback to identify trends and areas for improvement, implementing changes as necessary.
Collaboration:
- Work closely with other teams to ensure a cohesive approach to customer account management and lifecycle processes.
Reporting:
- Develop and monitor key performance indicators (KPIs) to assess the effectiveness of lifecycle management strategies and drive continuous improvement.
How you will contribute to the team
We are looking for someone who thrives in a customer-facing role and can balance the needs of customers with the demands of compliance and process efficiency. Here’s what’s important to us:
- Customer-focused mindset: You’re someone who takes the time to understand the customer’s perspective and prioritize their experience.
- Attention to detail: You excel in managing information, documentation, and processes with precision and care.
- Communication skills: Whether working with customers or internal teams, you’re clear, approachable, and solutions-oriented. You also have excellent written and verbal English communication skills.
- Experience matters: Ideally, you have prior experience in onboarding, account management, or a similar role. Familiarity with KYC processes, SAP (ERP), CRM tools, and Freshdesk is an advantage but not a prerequisite.
- Leadership skills: You can guide and support junior team members while driving initiatives and improvements across the customer lifecycle.
- Team player: You thrive in collaboration and are comfortable working in a multicultural environment.
What does your next challenge look like?
At Satair, we believe in sustainable aviation that allows people to travel and connect across the globe.
We are on a mission to provide world class material solutions that keep aircraft flying and extend their lifespan.
In Satair, you can challenge the status quo, pioneer new ways of working, and generate real value for airlines and suppliers worldwide.
Being part of the Airbus family gives us the opportunity to live a global mindset, working in international teams and collaborating across functions, sites and cultures.
If you want to work as one team embracing a can-do attitude in a demanding environment, then we offer a great place to explore, learn, and grow.
Come on board and join us at Satair, an Airbus Services Company!
About SATAIR
Satair offers first class material management solutions in the aftermarket business of the aviation industry. We are working to be the most customer-centric organization in providing commercial aviation spares parts to make the world continue flying. We are constantly taking customer experience to new levels by improving how we fulfill and deliver customers’ orders quickly and accurately, anywhere in the world. To meet this goal, Satair is continually striving to innovate and provide best-in-class service levels by pioneering new products and services in a fast growing business environment.
With our global functional organization spanning across 11 different sites and locations worldwide with more than 1.800 people and a turnover of $3.0 billion, you will be part of a truly global family.
Our customers have the ultimate goal to operate their fleet and our Airbus aircraft safely, efficiently in a cost-time-quality effective manner and of course with the expected comfort level for their customers. We at Satair do everything to support our customers in this.
If you want to know more about our business, have a closer look at our website www.SATAIR.com or check out our SATAIR Youtube Channel at www.youtube.com/sataircompany !
What do we offer at SATAIR?
At SATAIR, you will find much more than a job - we offer you the possibility of growing both your personal and professional capacities in a fun, supportive and informal working environment, where you will be encouraged to engage, share knowledge and ideas.
SATAIR is committed to achieving workforce diversity and creating an inclusive working environment. We love to bring in people with different backgrounds and experiences as we believe it enhances our performance immensely!
Here is a selection of some of the benefits we offer our employees in Copenhagen:
- Competitive remuneration, including short term incentive bonus on all levels
- Work/life balance: hybrid working, flex time, maternity/paternity/parental leave, 29 days of holiday senior and flex days
- Personal development: personalized development plans, large portfolio of learning solutions and many internal mobility opportunities, both locally and globally
- Health and well-being: Health insurance, in-house canteen with many healthy options
Come on board and join us at Satair, an Airbus Services Company
Please send us your application no later than 28 February 2025 to get the opportunity to become part of an exceptional global team!
We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
When applying for the position, you accept our data privacy statement: http://www.SATAIR.com/privacy
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:
Satair A/SContract Type:
PermanentExperience Level:
ProfessionalJob Family:
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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.
At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.
