Director, Customer Business Unit 1

Summary

The Global Business Unit Director is responsible for supporting a team of multiple global program managers / Customer Focus Team leads a large hyperscale customer strategic account in our growing Connectivity and Cloud Solutions business. Additionally, this role provides collaborative support to Sales and Business Development for new and competitive business quotes for manufacturing, product solutions, repair or design services.  Additionally, this role will interface with the Technical Director of the GCBU in reference to technical issues and design projects.
The Director is responsible to support the overall relationship with the customer including, but not limited to, the following responsibilities:

• Contract and commercial management
• Account profitability and financial performance
• Overall Customer Satisfaction
• Pricing and quoting (supervising activities from Sales, SCM, Quoting and CFT)
• Identifying customer needs and expectations and opportunities for growth
• Supporting Sales and Business Development for new and competitive business quotes
• Assurance of critical customer and contractual KPIs, with a focus on always knowing your performance
• Ensure rapid issue resolution on customer and KPI issues and performance gaps.

Detailed Description

The Director will act as an executive interface on commercial areas & operates within the objectives set by the Division. Provides direct & indirect supervision to all subordinate staff involved in support of each customer under the director’s ownership. This includes long-term planning, objective setting, policy formation, interpretation & management while providing latitude & discretion to subordinates.
 
Accountable for projects or programs on a multi-site and global basis.. Work requires investigating & resolving a wide variety of highly unusual conditions that carry long-term implications. Requires developing new strategies, policies, practices, processes, programs or techniques & utilizing them to analyze & interpret difficult problems or situations &/or establishing new strategic direction that is site/multi-site specific. Participates with other leaders to establish strategic plans & objectives. 
 
Acts as an interface between the customer & the company for managing specific programs to achieve planned objectives. Works with the site teams to plan & monitor activities to ensure that product deliveries & quality meet requirements & that projects/programs are on schedule. Projects/programs include: MRP volumes & commitments, new product development support, manufacturing readiness reviews & contract execution. Coordinates & hosts regular (as needed) program tracking meetings with the customer & internal account team members to ensure ongoing communication & up-to-date progress/status reporting occurs.
 
Monitors plans to meet commitments & schedules for customers. Coordinates action plans with the sites to correct out-of-plan conditions. Prepares, distributes & analyzes customer surveys & self-assessments. Receives & resolves customer issues & complaints. Acts as a customer advocate to drive prioritization of projects & responses to problems/issues. Participates in forecasting & planning & monitoring of efficiency & execution of account strategies. Participates in the pricing/bid preparation process & contract development. Provides performance reporting & analysis for monthly commercial and operations reviews & quarterly Customer Satisfaction. In all areas displays a proactive approach to problem solving, assessing shortcomings quickly and taking actions to rectify these items prior to customer requests.

Knowledge/Skills/Competencies

• Significant experience with enterprise-scale program management, relationship management, and sales process management.
• Strong financial and business acumen, with an understanding of contracts, financials, and quotations.
• Deep understanding of data analytics and experience with business intelligence (BI) reporting tools.
• Mandatory experience in driving and owning large customer programs from negotiation through execution.
• At least 15 years of experience in strategy, program management, and operations with a proven track record.
• Manufacturing management experience in multi-region environments.
• Experience in a fast-paced, demanding, volatile business environment.
• Strategic thinking combined with the capability to drive day-to-day tactical operational