Head of Customer Services Latin America and Caribbean (LAC)

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Job Description:

Job Summary:  

Partnering closely with functional leads and business lines, the Head of Customer Services Latin America & Caribbean (LAC) drives the achievement of agreed AOP targets, services business development, and order intake growth across the region and its subsidiaries, spanning SATAIR, FHS/TSP, Airframe Services, Training, and SKYWISE Digital Services. 

Strategically aligned with our corporate focus on reliability and customer satisfaction, the job holder secures operational paths to maintain a great CSIP confidence index and customer satisfaction, continuously monitors fleet operational reliability, and ensures regional support deliverables consistently meet or exceed customer expectations. Adhering to our core company values, the leader is fully accountable for cultivating and growing a high-performance regional Customer Services team. 

Primary Responsibilities: 

Manage all regional Customer Services activities:  50%

• Achieve Customer satisfaction through CSIP (Customer Support Improvement Program) and objectives for support and services (Prepare the future)

• Ensuring Safety of Operations in the LAC

• Delivering the Customer Support and Services business objectives, and securing Customer Satisfaction with customers in the LAC region (airlines/MROs/lessors)

• Contribute to services sales campaigns through GAM. 

• The job holder is responsible for S services order intake targets (Satair, Skywise, Customer care) in the region in accordance with business objectives and specific business line AOP targets

• Develop new business services (airport services, MRO services, training partnership, FHS local repair,...) in the region in accordance with business objectives.

• Secure and accelerate successful development of services (Boost competitiveness)

• Deliver our AOP in terms of support, cost, services revenues gross margin (Deliver on commitment)

• Sustain aircraft operational reliability (Deliver on commitment)

In coordination with Central Customer Services organization and relevant functional organisations, lead and ensure the following activities are properly conducted for the LAC region: 

• Customer Support Directors

• Field Service

• Customer Services Business Development

• Services delivery (e.g. FHS-TSP, Flight crew and maintenance training, airframe services, digital services)

• Materials and logistics delivery and support through SATAIR

• Engineering and technical publications support

• Fleet efficiency and Engineering activity

• Digital development and solutions support

• Flight Operations support activity

• Flight Operations and Digital Services delivery through SKYWISE

• Supplier Support

Strategic initiatives:   20%

• Drive Airbus Customer Services Strategic initiative in the region (e.g. infrastructure development, MRO activity through partners, training partnerships, supporting delivery of solutions to nations, ecosystem development, developing alliances)

• Saf