May 24, 2019

Customer Relations Manager

  • Jet Aviation Singapore
  • Singapore
Full time Customer Service Management

Job Description

As a Customer Relations Manager, you are responsible for supporting Senior Project Managers with their daily interactions with the on-site customers’ representatives in delivering various MRO/RMU projects. You will be involved in pre-planning activities, aircraft input meetings, daily customer updates, and post project reviews acting as an ambassador of Jet Aviation to our customers. You will be collaborating closely with the PMO & MRO/RMU departments, site operations, Quality Assurance, Logistics and matrixed support functions including Sales, Global Quotations, Finance, IT, and Human Resources to ensure that MRO/RMU projects are being executed to the full satisfaction of our customers meeting their expectations. Maintaining close working relationship with customers and ensuring that customers’ requirements and expectations are clearly understood by all relevant internal colleagues and acted upon as per agreement with customers.

Description/Tasks:

  • Ensure achievement of customer satisfaction by exceeding their expectations in line with Company’s Mission and Vision Statements as well as Company’s strategies, objectives and goals.
  • Manage the customer on-site representatives, keeping them updated on progress of on-going projects, escorting them as required and maintaining relationships.
  • Participate in pre-planning activities and aircraft input meetings, ensuring that all customer requests are covered and entered into the maintenance project.
  • Conduct regular customer visits/meetings and to take initiative to prompt internal reporting from the visits or meetings.
  • Support post-project customer engagement process that include feedback gathering, analysis and follow-up, providing weekly written reports on customer feedback and comments.
  • Participate in post project reviews to provide input and responses to findings.
  • Organise customer events, such as appreciation lunches.
Qualification/Experience:
  • Bachelor’s degree in business a or related professional project management field from an accredited university

  • At least 2 years of relevant work experience in customer support

  • Exceptional relationship management skills

  • Proactive with initiative to follow-up

  • Good understanding of business aviation environment

  • Ability to effectively and efficiently manage priorities of the job

  • Strong communication skills to exchange project management information

  • Fluent in both spoken and written English

  • Bilingual capable of communicating in Mandarin Chinese

  • Solid influencing skills