Customer Program Manager
SITA
Moscow
8 дней назад

About Us

Our vision : Easy Air Travel every step of the way.

Around the world, nearly every passenger flight relies on SITA technology. Globally, almost every airport and airline does business with us, and it’s our job to support their operations.

As the world's leading air transport IT and communications specialist, we’re committed to meeting the demands of the air transport industry around the clock, every day.

Purpose

SITAONAIR’s contractual commitments toward its customers span multiple years and cover a large variety of different activities.

These activities typically fall into three major program phases :

  • The preparation phase which occurs before the first aircraft deployment and which covers topics like contract finalization, the acquisition of the various regulatory authorizations, system and product customization, trainings.
  • The deployment and activation phase which occurs when the Customer’s aircraft are being delivered or embodied with systems supporting SITAONAIR’s services and when services are being activated.
  • This phase covers activities around logistics, provisioning, testing, marketing communication and specific in-service support.

  • The in-service phase that encompasses the continuous delivery of SITAONAIR’s commitments in relation to service performance, customer support, passenger support, upgrades and improvements.
  • The Program Manager / Service Manager is in charge of the delivery of SITAONAIR’s commitments across the three major phases above and is ultimately responsible for customer satisfaction.

    Key Responsibilities

  • Manage the customer’s day-to-day relationship be its main point of contact into SITAONAIR
  • Create and maintain a 360 expertise on the status and history of a Customer
  • Ensure Customer satisfaction throughout the duration of the agreement between SITAONAIR and the Customers whilst managing value for SITAONAIR
  • Ensure the timely and successful delivery according to customer needs and objectives and as per SITAONAIR commitment to the customer :
  • Initial deployment and activation phase
  • Service level agreement
  • Define, document and agree, on a regular basis, a customer-specific delivery schedule with customers and all SITAONAIR departments, in particular for :
  • Aircraft deployment and activation
  • Future Product & Services
  • Enhancement requests
  • Corrections and implementation of formal improvement plans
  • Participate to the overall service and problem management process :
  • 1st escalation level from Customer Perspective
  • Provide information to Customer Service for continuous improvement
  • Actively support the work of SITAONAIR departments with the customers in relation to the delivery of their targets
  • Marketing department for constant improvement of ARPAC and local implementation of the roadmap
  • Product Marketing and Management for the introduction of customer’s change requests into SITAONAIR’s roadmap
  • Sales department for upselling, cross-selling and churn prevention
  • Customer Service
  • Finance department for triggering, validating and following up on payment of invoices
  • Implementation of SITAONAIR’s program management methodology and tools consistently across SITAONAIR’s customer base (periodic reviews, steering committees, planning, change management)
  • Obtain customer acceptance of deliverables
  • Manage the customer in the delivery of its own contractual obligations
  • Prevention and management of crisis via timely and structured communication and escalation (on SITAONAIR side as well as on customer’s side)
  • Define, document and maintain an up-to-date view of the organization of the customer including contact details for daily business as well as for escalation purposes.
  • Create and maintain close relationship with every department in SITAONAIR to generate global commitment toward the delivery of SITAONAIR’s quality standards
  • Provides full support to Sales in acquiring new business in the assigned region
  • Proactive involvement with Sales and Marketing to identify new and / or alternate means to increase passenger usage, develop partnership opportunities with third parties
  • Manage budget and project P&L during the initial deployment and activation phase
  • Directly or indirectly manage third party service and equipment suppliers
  • Validate purchase orders to third party suppliers and corresponding invoices
  • Validate customer commissioning statements for revenue share
  • Analyze passenger usage, provide customer reports and assist the customer in adjusting its wholesale and retail positions
  • Qualifications

    Education & Qualifications

  • Master degree level education or equivalent.
  • Project Management - PMP Certification not mandatory but recommended
  • Experience

  • Experience in the commercial aviation environment (airline, airframes, OEMs desirable
  • 5 years in project management
  • Proven experience in a customer facing position
  • Proven experience in multi-country organizations
  • Knowledge & Skills

  • Business level English proficiency
  • Air transport industry and airline operational constraints
  • Communication, diplomatic and negotiation skills in an international environment
  • Ability to work within a multi-disciplinary team in multiple location
  • Analytic and pragmatic
  • Quality focused
  • Excellent skills in MSOffice products
  • Why Should You Be Interested?

  • Learning Opportunity this is a challenging role which will grow your capability
  • Career Development we hire about 30% of our roles internally
  • We are one of the leading innovators for the Aviation sector globally come be part of driving the evolution of your future travel experiences!
  • International Environment we have a very international employee base and we are in over 130 countries
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