We are seeking a proactive and commercially driven Senior Customer Manager to take full ownership of key customer programmes within a complex manufacturing environment.
This is a highly visible leadership role with full accountability for programme performance across schedule, cost, quality, and customer satisfaction. Acting as the primary escalation point for both internal and external stakeholders, you will drive delivery excellence, manage recovery plans, and ensure commercial alignment across all programme activities.
You will work cross-functionally with Operations, Planning, Commercial, and Finance teams to ensure sales forecasts, build rates, delivery targets, and contractual commitments are achieved.
Senior Customer Manager
Job Description
* Full accountability for customer programmes, delivering on schedule, cost, and quality targets.
* Chair D1 and internal programme reviews, managing risks, actions, and opportunities.
* Drive cross-functional collaboration to ensure programme objectives are met.
* Lead Programme Review Meetings (PRMs) and follow up on action execution.
* Serve as primary escalation point for customer and internal programme issues.
* Lead customer visits, performance reviews, and recovery plan presentations.
* Resolve order book vs call-off discrepancies and align stakeholders
* Ensure orders meet business case and contractual obligations.
* Support SQCDP reviews and monitor product family performance.
* Manage risks, issues, opportunities, and aged debt in collaboration with Finance
* Lead sales forecasting and reconcile build rates vs aircraft rates.
* Monitor delivery adherence, sales performance, and resolution metrics.
Senior Customer Manager
Qualifications/ Skills/ Experience
* Senior programme, operations, or customer leadership experience in manufacturing, aerospace, or complex engineering.
* Proven success in managing customer relationships, escalations, and programme delivery.
* Strong commercial acumen, analytical skills, and ERP experience (SAP preferred).
* Familiarity with performance management tools (e.g., SQCDP).
* Degree or equivalent experience.
* Lean manufacturing exposure.
* Advanced stakeholder management experience.