---

---

Location

Occitanie | France

---

Job description

The Customer Support & Services (C2S) of Safran Electrical & Power manage the Marketing and Strategy,
Customer Support Management, Product Support and Sales Administration of our Aftermarket activity. The
main missions of the C2S Business Line are customer satisfaction improvement and sales and market-share
growth for the aftermarket business.
Within the C2S, the Customer Support Coordination Manager will be directly reporting to the VP of the
Customer Support & Services and will be charge of coordinating the C2S processes (including across sites &
departments processes), the continuous improvement and transformation projects, the monitoring of C2S
performance for sales and operations, the development of synergies & best practices.Lead processes, projects and transformation within the C2S (approx. 80 people) for Customer Service Center,
Product Support, Marketing, Sales & CSM across sites worldwide (Pitstone, Toulouse, Niort, Créteil, Twinsburg,
Sarasota, Chatou, Conflans, Méru, Singapore)
Manage the progress plan of the Division cross-sites / reviews, classify and consolidate all needs as identified by
the key members of Customer Service Center, Product Support, Marketing, Sales & CSM.
Be the process referential of the Division and by extension the company SEPfor SRV processes and deployment
of One-Safran. That also includes the role of isk manager for the C2S.

Responsible for C2S processes at division and company (SEP) level. Manage audits and be the risk
manager for the C2S & SRV process. Develop synergies and best practices across the division.
 Contribute to the definition of the Division Customer Support roadmap. Responsible for the execution
of the roadmap including digital transformation.
 Responsible for One Safran deployment within C2S and its activities
 Accountable for monitoring and analysing aftermarket performances initiating adequate actions and
liaising with stake holders. Define and monitor the accurate level of coordination across BLs and sites
SE&P divisions (processes, KPIs,…)
 Responsible to ensure an efficient customer coordination approach, CRM management and shared
platforms like internal Sharepoints
 Support the digital transformation roadmap (tools and processes) of Sales and Aftermarket activities
and represent the company (SEP) at Safran level
 Ensure an efficient trade compliance monitoring
 Contribute to development of competences and skills within aftermarket perimeter (GPEC…) and
definition of job roles
 Elaborate and govern the data strategy for C2S and SRV process as company (SEP) data manager
 Determine and lead the digital transformation as per (SEP) services 4.0 company stream leader function

The Customer Support & Services (C2S) of Safran Electrical & Power manage the Marketing and Strategy,
Customer Support Management, Product Support and Sales Administration of our Aftermarket activity. The
main missions of the C2S Business Line are customer satisfaction improvement and sales and market-share
growth for the aftermarket business.
Within the C2S, the Customer Support Coordination Manager will be directly reporting to the VP of the
Customer Support & Services and will be charge of coordinating the C2S processes (including across sites &
departments processes), the continuous improvement and transformation projects, the monitoring of C2S
performance for sales and operations, the development of synergies & best practices.Lead processes, projects and transformation within the C2S (approx. 80 people) for Customer Service Center,
Product Support, Marketing, Sales & CSM across sites worldwide (Pitstone, Toulouse, Niort, Créteil, Twinsburg,
Sarasota, Chatou, Conflans, Méru, Singapore)
Manage the progress plan of the Division cross-sites / reviews, classify and consolidate all needs as identified by
the key members of Customer Service Center, Product Support, Marketing, Sales & CSM.
Be the process referential of the Division and by extension the company SEPfor SRV processes and deployment
of One-Safran. That also includes the role of isk manager for the C2S.

Responsible for C2S processes at division and company (SEP) level. Manage audits and be the risk
manager for the C2S & SRV process. Develop synergies and best practices across the division.
 Contribute to the definition of the Division Customer Support roadmap. Responsible for the execution
of the roadmap including digital transformation.
 Responsible for One Safran deployment within C2S and its activities
 Accountable for monitoring and analysing aftermarket performances initiating adequate actions and
liaising with stake holders. Define and monitor the accurate level of coordination across BLs and sites
SE&P divisions (processes, KPIs,…)
 Responsible to ensure an efficient customer coordination approach, CRM management and shared
platforms like internal Sharepoints
 Support the digital transformation roadmap (tools and processes) of Sales and Aftermarket activities
and represent the company (SEP) at Safran level
 Ensure an efficient trade compliance monitoring
 Contribute to development of competences and skills within aftermarket perimeter (GPEC…) and
definition of job roles
 Elaborate and govern the data strategy for C2S and SRV process as company (SEP) data manager
 Determine and lead the digital transformation as per (SEP) services 4.0 company stream leader function

Job Requirements

Aftermarket activities monitoring and results: sales as per MTP (more than 150M€/annum) and
delivery performance at 95% OTD
Projects accomplishment and deployment CRM, Spares portal, Tech pub portal
Process review in line with Division requirements and successfully approved
Audit successfully approved and/or without major deviance
Risks review approved and with related risk mitigation plan
C2S dashboards monthly issued with action plan to achieve Division targets

Job Requirements

Aftermarket activities monitoring and results: sales as per MTP (more than 150M€/annum) and
delivery performance at 95% OTD
Projects accomplishment and deployment CRM, Spares portal, Tech pub portal
Process review in line with Division requirements and successfully approved
Audit successfully approved and/or without major deviance
Risks review approved and with related risk mitigation plan
C2S dashboards monthly issued with action plan to achieve Division targets

---

Job tags

---

---

Salary