Job Title: Customer Account Manager - Martin Baker
Employment Type: Permanent
Reporting to: General Manager
Department: Operations
Location: Base location - Langford Lodge - Crumlin with regular travel to Isle of Man
Job purpose
RLC Customer Account Managers develop and implement relationship management plans for complex existing customer accounts to identify and build relationships with relevant decision‑makers and influencers within the customer organization and to enable effective two‑way flow of information and resolution of issues. Manage ongoing relationship to ensure needs are met and new opportunities are identified and delivered.
Identify and manage customer needs, to maximise performance and return.
Customer relationship development at all levels within the customer organisation.
Develop and manage contract performance.
Negotiate new and existing business requirements.
To actively manage your own personal and professional development in role.
Responsibilities
Customer Relationship
* To create a strong relationship with the key customers and understand and support their needs and expectations.
* Develop multilevel customer engagement plans and maintain structured relationship maps to ensure sustainable, long‑term alignment.
* Act as the "voice of the customer" within RLC to ensure customer priorities are translated into internal action.
Performance & Delivery
* To drive delivery performance within the RLC business and ensure targets, objectives and deliveries are met.
* Lead internal cross‑functional reviews (Operations, Supply Chain, Quality, Engineering) to ensure stable flow, accurate forecasting and rapid issue resolution.
* Monitor key customer KPI's (delivery, quality, responsiveness) and lead recovery planning when required.
Strategic Planning & Forecasting
* To build a clear understanding of future requirements from the customer and communicate that into the business, with supporting business plans and objectives.
* Translate customer demand signals into internal capacity, resource and planning, ensuring the organisation remains prepared for fluctuations or growth.
* Develop a long‑term customer roadmap aligned with MartinBaker's programme outlook.
Customer Reporting
* To report, on an agreed frequency, the performance of the organisation to the customer and provide necessary feedback to support delivery performance.
* Provide data‑driven business reviews, insight reporting and trend analysis to internal leadership and the customer.
Commercial Management
* To manage the quoting of new business and ensure quotes and supporting information are provided to the customer in a timely manner.
* To negotiate the most favourable contractual conditions and ensure all contractual conditions are met on time.
* Own contract governance, including margin performance, cost drivers, commercial risk and contractual compliance.
* Prepare and lead commercial and pricing strategy discussions with senior stakeholders internally and externally.
Risk & Issue Management
* To manage the risk matrix between the two organisations and ensure mitigations are managed and communicated.
* Maintain a live customer‑specific risk register, escalating critical risks and ensuring robust mitigation actions are executed.
* Lead structured problem‑solving activity and ensure learning is embedded into business processes.
Project & Stakeholder Management
* Effectively manage complex customer / stakeholder relationships.
* Regularly report project updates to senior stakeholders and customers.
* Ensure a resilient approach to project risk and communicate this effectively into the business.
* Support NPI readiness, configuration changes and engineering collaboration to ensure smooth programme transitions.
Continuous Improvement
* Provide a clear direction on continuous improvement and innovation.
* Identify cost‑reduction, flow‑improvement and customer‑experience enhancement opportunities.
* Champion Lean behaviours and standardised customer‑management processes.
Experience Profile
* Demonstrable ability to manage complex customer relationships.
* Effective leadership of multi‑functional teams
* Sound understanding of the aerospace industry and competitive environment
* Understands factory cost structures and operating principles
* Proven ability to develop and evaluate contract terms and conditions and negotiate at senior levels.
* Track record of fostering strong and valuable customer relationships
* Understands and promotes the principles of industrial and commercial partnership
* Proven ability to proactively manage risk, technical and commercial
* Experience influencing cross‑functional teams without direct authority.
* Strong commercial acumen with the ability to analyse margin, cost drivers and contractual risk.
* Experience preparing and delivering executive‑level presentations and customer business reviews.
* Ability to operate strategically while managing day‑to‑day delivery execution.
Skills
* Exceptional leadership, people management and human relations skills.
* Ability to assertively challenge the current state.
* Exceptional negotiations skills for contract optimisation.
* Quickly understands the source of problems and assesses potential solutions.
* Excellent communication skills with the ability to simplify complexity
* Effectively manages customer and stakeholder expectations
* A data rational and a process oriented thinker.
* Ability to think strategically and conceptualise future state solutions
* Highly competent in using performance dashboards, KPIs and structured reporting.
* Strong analytical skills and comfort with financial and operational data.
Personal qualities
* Self‑motivated, effective time manager, sets own objectives and targets.
* Ability to deal with ambiguity and manage teams through uncertainty
* Self‑aware and committed to personal development
* Determined to succeed and has a "meet the milestone" mentality
* Professional, mature and operates with integrity at all times
* Approachable and supportive, a good listener willing to coach and mentor
* Encourages collaboration, readily shares information
* Embraces change, stimulates innovative thought in others
* A considerate and adaptive communicator
Education And Experience
* Degree qualified, preferably in an Engineering, Business, Supply Chain or Commercial discipline.
Ideally post‑graduate / professional qualifications, in programme management, commercial management or account leadership.
Industrial experience
Other Requirements
* Willingness to work additional hours when required to meet business needs.
* Travel to customer sites as required.
* Full driving license.
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