Customer Delivery Relations Manager

About the Role

Airbus is seeking a Customer Delivery Relations Manager to join its team in Al Qatif. This full-time role is responsible for managing Airbus' relationships with airline and leasing customers at the site level, with the primary goal of improving customer satisfaction. The position supports and drives efforts related to customer relations, communicates customer survey feedback internally and externally, and aims to enhance all initiatives focused on fostering and improving customer relationships.

Company Overview

Engineers at the Airbus * Manufacturing facility manage aircraft production from concept to customer delivery, collaborating with production teams on all aspects of assembly, including technical information, quality control, maintenance, and health & safety across flowlines and flightlines. The Airbus * Manufacturing Facility, located at the Mobile Aeroplex at Brookley, began producing A320 Family aircraft in 2015 and added a second product line for the A220 in 2019. This facility contributes to the * aerospace industry and aligns with Airbus' strategy to enhance global competitiveness by meeting customer needs in the United States and beyond.

Key Responsibilities

• Enhance and foster customer experience improvements in collaboration with cross-site stakeholders.
• Act as a focal point and lead for organizing events, including the annual Customer Centricity event, ACCeS sessions, milestone deliveries, and cross-site Customer Experience events.
• Manage the Customer Satisfaction Improvement Plan (CSIP).
• Support the collection and measurement of customer feedback through CSIP data across the A220 and A320 programs.
• Perform root cause analysis on customer feedback to identify systemic issues and trends.
• Translate CSIP data into actionable insights to improve delivery quality and customer experience.
• Coordinate analysis of CSIP results and adherence to target KPIs.
• Synthesize complex data to prepare comprehensive reports and serve as a host/presenter for recurring performance and quality reviews at local, regional, and global levels.
• Support delivery teams in establishing action plans based on data insights and ensure their completion.
• Support CADM and CAM teams in collecting and responding to customer feedback.
• Ensure quality feedback loops are integrated into customer line operations initiatives.
• Craft and monitor customer communications for the Mobile Delivery Center, ensuring alignment with a "one message" approach.
• Contribute to monthly articles and reports in collaboration with the Global MFT.
• Promote the Voice of the Customer within Manufacturing and Delivery, Mobile Site, and X-Site to reinforce a company-wide customer-centric mindset.
• Perform other duties as assigned.

Qualifications and Experience

Candidates for this role should possess 5-10 years of relevant experience. Specific qualifications include:

• Proven ability to manage customer relationships effectively.
• Experience in data management and analytics, including root cause analysis.
• Demonstrated capability in performance reporting and presenting complex data.
• Skills in driving improvement initiatives and action plans.
• Strong communication skills for crafting and monitoring customer interactions.
• Ability to promote a customer-centric mindset across various teams and sites.

Work Type

This is a full-time position.