Senior Manager, Customer Advancement – Airlines

Job Description:

• Responsible to define necessary data sets for functional and enterprise knowledge to be used in tactical customer execution and strategic development
• Ensure data set accuracy and efficiency of storage and extraction
• Lead capture of segment data via multiple techniques including Voice of Customer, Region VPs | Account Executive (AE) team, Aftermarket and SBU feedback, customer sessions, external engagements, expert 3rd party inputs, and facilitated workshops in support of customer strategy development
• Establish processes and expectations for aggregating metrics utilizing Salesforce, Voice of Customer, and other primary and secondary methods
• Leading collaboration with OE Account organizations and Customer Support to ensure a OneCollins methodology
• Responsible to provide monthly and quarterly reporting as appropriate in support of pursuit review engagements as part of pursuit discipline and accountability
• Responsible to vigorously enhance and evolve Airlines & Lessors Voice of Customer processes and collection, providing leadership and expertise of methodologies to ensure consistent and accurate data collection in a manner aligned with the Sales Enablement and Strategic Intelligence (SESI) organization
• Sponsor the capture of actionable intelligence across the customer facing organization and create corresponding strategies that support airline and Collins Net Promoter Scores (NPS)
• Responsible for establishing close collaboration with OE Account Management, Customer Support, and SESI teams to ensure a OneCollins process
• Support strategic development and implementation of Salesforce, in collaboration with the SESI team, to optimize efficient extraction of Airline & Lessor key performance indicators and insights
• Bring reporting metric expertise to bear in future Salesforce developments and evolutions
• Co-lead the upgrade and roll out of the customer categorization model across the enterprise to incorporate the value and complexity of additional value streams (e.g. wheels and brakes, navigation, etc.)
• Responsible for assisting on transformation initiatives, including implementation of the CE&S playbook in the Airlines & Lessors channel, and other projects as appropriate
• Support development of high-potential talent and mentor junior and potential Customer Advancement, Business Development and Account Executive associates

Requirements:

• Typically requires a University Degree and minimum 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 years of experience
• Advanced Excel proficiency, including functions, macros, pivot tables, etc.
• Previous experience with the global airline and lessor channel, including revenue streams, business models, segment dynamics, trends, airline brand/value positions, etc.
• PowerPoint mastery
• Data visualization tool expertise (e.g. Tableau)

Benefits:

• Medical, dental, and vision insurance
• Three weeks of vacation for newly hired employees
• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
• Tuition reimbursement program
• Student Loan Repayment Program
• Life insurance and disability coverage
• Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Ovia Health, fertility, and family planning
• Adoption Assistance
• Autism Benefit
• Employee Assistance Plan, including up to 10 free counseling sessions
• Healthy You Incentives, wellness rewards program
• Doctor on Demand, virtual doctor visits
• Bright Horizons, child and elder care services
• Teladoc Medical Experts, second opinion program
• And more!

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