Director, Customer Relationship Manager - North America

Purpose of the Role

Leads and motivates a diverse team of experienced professionals, all focused on the following: Responsible for Embraer Executive Customer Support and Relationship Management in North America, developing trusting relationships with customers to make them loyal to the Embraer brand, increasing customer satisfaction KPIs and sales (aircraft and aftermarket sales). Also responsible for providing technical and commercial support to customers, supporting sales campaigns (aircraft and aftermarket sales), identifying leads and sales opportunities. Provides customer feedback to Embraer organizations for improvements of product, services and processes, being one of the inputs of the strategic plan of VSS, acting as key player to reshape VSS regional landscape balancing revenue streams, costs, and customer satisfaction indexes.

Direct interaction with Aircraft Individual Owners, Fleet, and Corporate Customers at their C-levels and prospects, educating them about Embraer products, support & services, also responsible to ensure the relationship with those individuals and entities adhere to Compliance regulations.

Main Accountabilities

Customer Relationship Management

• Develop a trusting customer relationship through outstanding communication and customer support.
• Act to improve the customer satisfaction, through respectful and ethical relationship management, maintaining constant presence and availability to customers, supporting the operational areas to deliver products and services as per customer expectations leveraging aircraft and service sales.
• Represents the customer and his/her goals and needs internally, challenging the organization to meet with customers’ requirements and acting pro-actively to fulfil all promises made and expectations.
• Influences the strategic discussions and decisions related to Customer Support & Services.
• Manage several aspects of Customer relationship Lifecyle, such as Entry into Service preparation, Customer Setup, Know Your Customer (Compliance) recurring assessment, Services Sales Opportunities (Special Programs, MRO, Mods) and Accounts Receivable.
• Manage and participate effectively on Global, Regional & Local Events with Customer such as Conferences, Quarterly Review and Face to Face Meetings.
• Increase leverage with the suppliers and partners in order better support the customer.
  
  

Challenges

• Mobilize the company to achieve financial goals while balancing Customer Satisfaction, achieving the number 1 in annual product support surveys (AIN and ProPilot).
• Stimulate Sales of the MRO business in a very competitive environment
• Challenge MRO Network to accommodate Customer demands in accordance with geographical positioning.
• Increase the aircraft enhancements and modifications sales
• Ensure business continuity with Customers though the Aftermarket Sales Environment, balancing human resources to manage Customer Setup, Compliance, Accounts Receivables, Sales and Day-to-Day Support Activities.
• Manage and motivate a team of Customer Account Managers, geographically spread in the Region to support Customers locally.
• Manage resources to maintain high-quality customer relationships
  
  

Education

• Master's degree or equivalent.
  
  

Required Experience

• Experience: at least 10 years of experience in aviation maintenance and/or engineering and/or aviation sales; desirable: knowledge of executive aviation market outside Embraer
• Experience: 5 years leading sales, customer support and/or production divisions in aircraft maintenance organization
• Experience with managing highly skilled, multi-cultural workforce
• Superior Communication Skills in public and private settings
• Knowledge of airworthiness regulations related to aircraft maintenance organization (ex. Part 145, Part M, Part 66)
• Knowledge in project management
• Knowledge in MS Office tools
  
  

Technical Knowledge

• Communication
• Negotiation
• Customer- centric
• People management
• Knowledge of Embraer products and services
• Aircraft reliability and direct maintenance cost
• Contracts creation, negotiation and management
• Airworthiness authorities’ regulations
• Budgeting and cost/revenue allocation
• Quality assurance in aircraft maintenance environment
• Customs and logistics
• PDCA / Lean philosophy
• Embraer technical publications and normative system
• Continuous improvement
• Crisis management
• Communication and presentation, including technical meetings / workshops organization
• Market and competition
  
  

Embraer is an Equal Opportunity Employer