Job Description

The Customer Support & Services Manager (CSSM) is responsible for reinforcing and expanding the existing Support & Services activities within the assigned geographical area for the Defense Global Business Unit – Customer Support & Services Department. 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 of 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 expansion 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

Job summary
 Reinforce development of existing Support & Services activities within the assigned geographical aera 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: elaborating and support sales t SED 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.
Job specificities
Local contract
Attached to GBU Def – CSSD (functional)
Based in India (Delhi) with numerous business travels within assigned geographical area and in France.
Local legal working terms apply.

Requirements
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

Job Requirements

- Bachelor's degree or similar experience
- More than 5 years of complex sales & Business development experience or more, preferably in Support activities and ideally in Defense industry
- Demonstrated excellent customer relationships, 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.)
- Able to work independently in accordance with the guidelines of the company
- Teamwork in a multicultural environment expected, Results oriented

But what else? (advantages, specific features, etc.)

Travel:
- Able to travel up to 50% of the time

Company Information

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.
Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Electronics & Defense offers its customers onboard intelligence solutions allowing them to understand the environment, reduce mental load and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the sky or space. The company harnesses the expertise of its 13,000 employees towards these three functions: observe, decide and guide, for the civil and military markets.