Customer Business Manager | Honeywell- Nairobi, Kenya

Job Details:
Based in Middle East or Africa, Customer Business Manager (CBM) position is responsible for managing Superior and Comprehensive customers. The CBM will be responsible for leading the commercial and service/support activities for assigned customers. The CBM will be the primary contact for identifying and leading growth activity with assigned customers, including managing the customer pipeline and coordinating the necessary pursuit support with the AT&R Sales team.
The CBM will also be responsible for ensuring that overall customer support for all products and service offerings meets Honeywell and customer standards, engaging with the ISC and other elements of the Aerospace Customer and Product Support Team as needed to resolve issues. The CBM is also responsible for meeting other financial metrics with assigned customers, including working capital.
Responsibilities Of Position
• Primary customer focal point for our airlines customer for all Aerospace products and services, at all levels within the customer's organization.
• Management of broad sales, customer & product service and support offerings for all OEM Platforms in customer inventory.
• Responsible for establishing and executing a customer service strategy that fits into the overall Honeywell strategy, while serving the individual customer needs.
• Manages Honeywell product delivery & reliability performance including the translation of site-based /product-based OTD and reliability improvement plans to customer-specific plans and regularly communicates and reviews them w/assigned customers.
• Owns customer business commercial relationship, including the achievement of growth targets, organizational updates, providing customer forecasts, working capital metrics, maintaining pursuit pipeline, and coordinating pursuit efforts supported by the AT&R Sales team.
• Champions customer concerns and product support issues to ensure customer issue resolution
• Accountable for key program management metrics including Voice of the Customer (VOC) elements such as Customer Overall Satisfaction, Responsiveness and Service & Support and on-time Service Request closure. Drive improvements of customer VOC and Net Promoter Scores
• Responsible for IP and spares sales including Gap closure (short term and long term)
• Owns and executes R&O contract extensions activity bringing in appropriate pursuit team support as needed.
• Manages overall customer satisfaction management including, quarterly business reviews, account rail, service request, data collection. This includes development of and management of action plans to improve customer satisfaction
• Ensure EIS activities associated with individual airlines are completed in a timely manner aligned with Honeywell procedures and guidelines.
• Plans, executes, and manages campaigns to retrofit customer fleets with Service Bulletins, Retrofits, Modifications, and upgrades.
• Maintains oversight of HON performance to customer contractual obligations
• Supports ACC and C&PS in collections and dispute resolutions
• Responsible to influence all internal functions to ensure customer satisfaction and Honeywell performance including, ISC, CSO, Engineering TSO, ACC
• Coordinate all field retrofit and recall efforts to ensure smooth operation and minimal impact to customer.
• Participate and lead Product Support Continuous Improvement Programs
• Bachelor Degree,
• Fluent in Arabic, English.
• 10 years of working experience in Sales, Customer Service or similar
• Based in Qatar &/or willing to Relocate.
• Customer Knowledge and Product Knowledge.
• Program Management.
• Excellent communication skills.
• Good negotiation skills..
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