Account Manager

Job Description

As a key point of contact for a portfolio of airline customer accounts, the Account Manager is accountable for the customer experience over the product and service lifecycle. The Account Manager will support the VP Customers to develop and execute the key account strategies, integrate all aspects of the customer experience and direct the organisation to ensure that expectations are set, met or exceeded, and deliver account objectives including cash and revenue targets. The Account Manager will also act as a primary point of contact for local airframer and airworthiness authority.

At Rolls-Royce, we pioneer the power that matters to our customers, to society and to the planet.

We deliver the best jet engines in the world. Through intelligent innovation and active collaboration, we’re putting our customers at the forefront of the aviation industry – and we keep them there. Our product portfolio powers more than 35 types of commercial aircraft, and with over 13,000 engines in-service around the world; we’re keeping the world flying.

Key Accountabilities:

• Define and implement customer account strategies. Use the account management process to integrate all aspects of the Rolls-Royce relationship with customers, and direct resources to support the attainment of the account. Use the Customer Hub to drive account management discipline.
• Ensure that contracts are administered in a way that is consistent with delivering value to Rolls-Royce, including working with internal stakeholders and subject matter experts to resolve disputes and manage contract risks. Ensure accounts are managed in accordance with Compliance and ABCEC policies.
• Deliver Customer account revenue & cash plan and work with the Finance BP to achieve regional targets. Manage threats and deliver cash and profit opportunities relative to budget. Work with the Sales & Transitions teams in delivering new OE and services sales targets.
• Build Customer relationships and act as the primary interface with Rolls-Royce. Keep assigned customers informed and represent their needs and views within Rolls-Royce. Foster new airline relationships and grow the Rolls-Royce customer base in your region. Develop and maintain western airframer customer team relationships to maximise Rolls-Royce opportunities, and represent Rolls-Royce at external customer-orientated events and conferences.
• Set and deliver Customer Satisfaction targets. Work with Services, Engineering and other relevant parties to ensure customer specific targets are met. Drive consistently high customer NPS.
• Review and validate business forecasting inputs for the Customer accounts. Responsible for the validation of forecasts, and for the quality of regional inputs.
• Build and grow relationship with local airframer and airworthiness authority and act as the key point of contact to develop business opportunities and resolve business issues.

Qualifications:

• Demonstrated broad business acumen, high levels of interpersonal savvy, good customer focus and a strong drive for results
• Educated to degree level or equivalent, preferably in STEM fields
• Understand the customer's view to effectively anticipate their needs
• Knowledge of Engine products and services 
• Existing relationship or professional experience with Chinese airframer and airworthiness authority are preferred.
• Will be culturally aware, ideally with international experience
• The position will work closely with team members in China and UK, hence requires excellent communication skills in English and Mandarin, oral and written

As part of our selection process, candidates in certain locations may be asked to complete an online assessment, which can include cognitive and behavioural aptitude testing relevant to the role. If required, full instructions for the next steps will be provided.

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