Airbus Final Assembly Line
  • 10-Nov-2022 to 01-Dec-2022 (CST)
  • Mobile, AL, USA
  • Market Competitive
  • Full Time

Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world.

A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.

Airbus has built on its strong European heritage to become truly international with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than six-fold order book increase since 2000.

Position Summary:

  • The job-holder will have overall responsibility for managing Airbus' relationships with its Airline and Leasing customers at site-level, with the aim of improving Customer confidence.
  • This will entail: driving the efforts of the MFTs as it concerns the management of customer relations; drum-beating initiatives and action plans; communicating internally and externally on all efforts related to fostering and enhancing Airbus' relations with customers

Primary Responsibilities:

  1. Customer Experience:    20 %
  • Enhance and foster Customer experience through robust Customer Governance and in collaboration with Customer Services and Customer Affairs
  • Act as focal point and lead for organization of Customer Events to include milestone celebrations and Customer Experience events
  1. Support and Manage Customer Satisfaction Improvement Program (CSIP):   20 %
  • Support FCM in collection and measurement of Customer Satisfaction
  • Coordinate analysis of results and adherence to target KPI
  • Lead MFT in establishing actions plans and drumbeat to completion
  1. Manage Customer Relationship:   20 %
  • Ensure close relationships with Customers through continuous communication, proximity, collaboration, transparency and demonstrated improvements (including CSIP feedback, ref. 2)
  1. Manage Communications with Customer:   20 %
  • Craft and monitor communications for Delivery Centres with a "one message" alignment
  • Work with Global MFT to contribute to monthly articles and reports
  1. Promote Voice of the Customer:   20 %
  • Promote voice of the customer within Manufacturing and Delivery, Mobile Site and X-Site to reinforce company wide Customer-Centric Mindset
  • Lead coordination of quarterly Customer Centricity and Ambassador Events

Qualified Experience / Skills / Training:

Education:

  • Bachelor's degree in aviation, engineering, business, hospitality or equivalent.

Experience:

  • Must have a minimum of 5 years of customer experience, preferably in the aviation industry. Experience in a leadership setting would be preferred.

Knowledge, Skills, Demonstrated Capabilities:

  • Welcoming and informing (3 - Advanced Level): Ability to ensure a smooth on-boarding process or contact-making in order to facilitate integration. Knowledge of the company, its main processes and workflows, organization (especially matrix ~) and its different functions, key culture & values.
  • Customer expectations & needs (2 - Autonomous Level): Ability to understand customer's expectations. Ability to improve the customer relationship by actively listening and clarifying their needs, requirements and concerns. Ability to provide precise information to respond to customer needs and requirements and articulate a winning value proposition to ensure a successful and sustainable relationship.
  • Customer knowledge (2 - Autonomous Level): Know and understand the customer's culture and organization. Know the central subjects of interest to the customer and their organization.
  • Interact and Influence (2 - Autonomous Level): Ability to adapt and use multiple forms of interaction styles to convince and/or persuade people/stakeholders to follow ideas and proposals. Ability to negotiate & influence using reasoned advocacy in order to gain buy-in as well as using facilitation techniques to manage situations of conflict. Ability to use flexible and adaptable working styles to build and develop effective cross-functional team work. Ability to work in a multicultural context and to interact with people of different cultural backgrounds in a constructive manner to achieve commonly accepted results. Ability to create a compelling storyline which can be followed through all along the project, strong focus on expectations management.
  • Safety Management System (1 - Basic Level): Understanding of what Safety Management System (SMS) is about for the company, the effects on the company activities mainly for the aviation approved organizations of the company, and on the company products and practices.
  • Financial impacts of decisions (1 - Basic Level): Understand the financial impacts of business decisions: capex, provisions, and investments.

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

  • Ability to communicate in English by applying the adequate vocabulary (formal, hierarchical, friendly, casual..) to various situations with different counterparts.
  • Ability to use effective communication techniques in order to deliver outstanding performance through (a) assessment of target audiences (b) clear objective set (c) tailored messages (d) selection of appropriate means, tools and channels. Knowledge / application of company rules / policies pertaining to the use of social media.

Technical Systems Proficiency:

  • N/A

Travel Required:

  • Up to 2 international and 4 domestic trips per year.

Decision Making, Complexity:

  • Support to Management & Decision making (2 - Autonomous Level): Ability to apply various techniques to complement, sum up, analyze and challenge information, according to objectives. Ability to apply functional strategies and policies by being aware of the company's main processes, workflows, organization as well as key culture and values. Ability to prepare dossiers, seek right, accurate and consolidated information, check data consistency, prepare the decision with adequate synthesis, analysis and format while demonstrating a profound understanding of financial impacts. Ability to ensure data quality and consistency as well as the ability to identify and understand issues, problems, and opportunities by applying practical problem solving tools and approaches. Knowledge of G-Suite Standard products in order to perform administrative support tasks.
  • Drive strategic orientation (2 - Autonomous Level): Ability to design and develop strategic visions by demonstrating a strong strategic business understanding. Ability to build compelling change visions in order to achieve the organizational short, mid and long-term objectives.
  • Stakeholder Management (2 - Autonomous Level): Ability to establish sustainable stakeholder networks, including identification of relevant organizations and decision makers (Customer, Partner, cross-Div/BU, within BU...). Manage/fulfill expectations to develop a positive and long-term relationship, with regards to cross- interests and maintaining the overall benefit of the company. Knowledge of tools and techniques to identify key stakeholders and populations impacted by the project. Ability to map stakeholders according to their interest in the project and anticipate potential resistances to change; measuring and monitoring satisfaction and observed behavior towards the change. Set-up stakeholder management strategy (federate, negotiate, impose, and lead). Knowledge to monitor the strategy and to define, when necessary, possible alternatives/ appropriate corrective actions. Knowledge of tools and techniques to influence and develop mindsets within the organization. Ability to involve and empower stakeholders to take ownership and action in the transition process.
  • Project Management Fundamentals (2 - Autonomous Level): Ability to apply the appropriate project management methods, processes and tools for managing project and process requirements and risks, monitoring and controlling of project progress, setting up and managing schedule, cost and resources. Ability to analyze project performance and to identify potential improvements.
  • Drive Improvement, Quality & Innovation (2 - Autonomous Level): Ability to establish a working environment that encourages openness, trust and collaboration. Leads and sponsors activities to define, organize, control, improve, sustain and measure business performance and customer value. Challenges existing solutions with new perspectives, framing customer value in a way that helps people focus on what matters. Creates the right relationships and environment to make innovation succeed for both the company and its customers.

Direct Reports:

  • None

Job Dimensions, Contributions to Success:

  • 105+ aircraft deliveries per year to 6 different US-carriers and multiple leasing companies
  • AOP of $500k
  • Site-wide, direct influence on customer relations management and strategy definition
  • X-Site, collaborative influence on customer relations management and strategy definition

Nature of Contacts:

  • Involved communication on a daily basis with internal and external parties

Physical Requirements:

  • Standard office environment.

Equal Opportunity:

  • Airbus is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Airbus is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
  • As a leader in our field, Airbus provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.
  • As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.
  • Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.

Airbus in America provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or genetics. In addition to federal law requirements, Airbus in America complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.

Airbus in America expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Airbus's employees to perform their job duties may result in discipline up to and including discharge.

Airbus Final Assembly Line
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