Customer Support & Services Manager - Yishun

Job Description:

This role involves identifying and prospecting new opportunities to develop these activities, establishing and reporting on customer needs, and coordinating all related commercial actions.

Additionally, the CSSM will develop and maintain local relationships with various Safran Electronics & Defense entities, partners, and customers.

In collaboration with the Customer Support & Services Manager pole of the Defense GBU, the CSSM will work on structuring activities to achieve the global objectives of the Customer Support & Services Department.

Key Performance Indicators (KPIs) for this role include:

• Customer Satisfaction: Measure customer satisfaction for support and services activities
• Customer Loyalty: Track customer retention rates and loyalty metrics
• Business Opportunities Identified: Count the number of new business support & service opportunities identified and communicated to the Global Business Development (GBD) team
• Footprint Expansion: Measure the presence of Safran Electronics & Defense's support and service activities within the region
• Communication Effectiveness: Evaluate the effectiveness of communication with the GBD team regarding new opportunities and customer needs

• Reinforce development of existing Support & Services activities within the assigned geographical Asia Area for the Defense Global Business Unit – Customer Support & Services Department.
• Prospect and identify any opportunities to develop Support & Services activities within the assigned geographical area.
• Establish and report SED Customers’ needs in order to initiate the actions under CSSM pole responsibilities: support SED sales team in France.
• Develop local relationships between the various legal Safran Electronics & Defense entities (subsidiaries, offices), its partners and its customers.
• In collaboration with « Customer Support & Services Manager » pole of Defense GBU – Customer Support & Services Department, develop the structuring activities in order to reach the global objectives of CSSD.

• Local contract
• Attached to GBU Def – CSSD (functional)
• Based in Singapore with numerous business travels within assigned geographical area and in France.
• Local legal working terms apply.

• Proven experience in support activities & ideally in defense.
• Proven experience in business development within the geographical area.
• More than 5 years of professional experience in Commercial and Customer support activities

• Bachelor's degree or equivalent experience
• More than 5 years of complex sales & Business development experience or more, preferably in the Support activities and ideally in Defense industry
• Demonstrated excellent customer relationship management skills, strong written and oral communication skills and strong listening skills
• Experience with project management, contractual terms and conditions and financial acumen
• Proficient in utilizing analytical software and sales tools (Excel, PowerPoint, etc.)
• Achievement and results oriented
• Able to function and work independently and confidently

Travel:

• Able to travel up to 50% of the time