Customer Support Director

The role of the Airline CSD is to collate and internally drive Airbus' Airline support and service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the Airline. In-line with the Global Account Management (GAM) concept, the Airline CSD leads the In-Service Core Team (ISCT) in-service account management as the primary interface for the Airline and Customer Services, to drumbeat all Business Unit activities whilst ensuring a single voice per customer. To achieve this the Airline CSD acts as the primary interface between Customer Services and the assigned Customers. The Airline CSD is responsible for aircraft Entry into Service preparation and is accountable for all in service issues whilst ensuring the highest level of safety, reliability, customer satisfaction and business development. The Airline CSD manages the relationship by establishing and maintaining direct contact with Customers, at management level within the Airline. Being aware of Customer Operational Performance, he/she will launch appropriate actions, where needed keep Airbus management aware of issues and actions taken, and involve all relevant departments within Customer Services or other directorates and Partners/Suppliers. The Airline CSD ensures the implementation of Support Clauses in the Purchase Agreement, and in all subsequent Customer Services commercial agreements. In conjunction with the Service Sales Director, he/she is in charge of identifying customer needs and subsequently promoting and actively supporting the sale of Customer Services range of products and services.