Bewerbende mit Behinderungen erwünscht 👨‍🦽👨‍🦯🦻 Customer Satisfaction Improvement Manager (d/f/m)

Job Description:

YOUR CHANCE

We are currently looking for a Customer Satisfaction Improvement Manager (d/f/m) to join our team “Customer Lifecycle” in Hamburg Fuhlsbüttel .

We are a team of 7 with diverse profiles, focused on improving customer experience and aligning our work with business priorities. Based in Hamburg, our team atmosphere is defined by great team spirit, fun and mutual support.

YOUR BENEFITS

• Attractive salary and special payments
  
• 30 days paid vacation and extra days-off for special occasions
  
• Excellent upskilling opportunities and great international, group wide development prospects
  
• Compatibility of family & work (job sharing, part-time models, flexible working hours, individual timeout)
  
• Personal Development: Personalized development plans, large portfolio of learning solutions & lots of internal mobility opportunities
  
• Health & Wellbeing: Health insurance, well-being programs
  
• Working in a diverse environment, with more than 140 nationalities, where every voice is heard
  

HOW YOU WILL CONTRIBUTE TO THE TEAM

As our Customer Satisfaction Manager (d/f/m) , you will be at the heart of our mission to deliver exceptional service. You will own the strategic vision of our Customer Satisfaction Improvement Program while also leading its day-to-day operations. Your work will directly impact our business by helping us deeply understand customer needs, identify key opportunities, and champion a customer-centric mindset across the entire company.

Here’s what you'll be doing in detail:

• Manage customer satisfaction surveys , serving as the key coordinator and ensuring seamless process and communication with international stakeholders and senior leadership.
  
• Support regional managers by analyzing survey results, identifying key trends, and recommending concrete areas for improvement.
  
• Collaborate with regional teams to develop and oversee action plans, fostering a continuous cycle of improvement.
  
• Act as Satair’s representative in Airbus customer satisfaction forums to ensure our initiatives align with corporate goals and create synergies.
  
• Spearhead strategic projects to boost customer satisfaction, using a foundation of data analysis and customer feedback.
  
• Keep us at the forefront of the industry by staying informed on best practices and integrating innovative approaches into our strategy.
  
• Drive internal engagement by organizing and leading awareness sessions and other communication efforts about customer satisfaction.
  

If you meet all the requirements, you can expect an annual gross salary between 86.000€ and 100.000€ .

YOUR BOARDING PASS

To truly excel in this role, you'll be a proactive and knowledgeable professional with both the day-to-day operations and the long-term strategy of delivering outstanding customer satisfaction.

Here's what we're looking for:

• Educational Background : You hold a Master's degree in Business Administration, Customer Experience, Project Management, or an equivalent qualification, backed by several years of relevant experience in customer experience management, customer service, or quality improvement.
  
• Proven Experience : You have a demonstrated track record of successfully leading customer satisfaction initiatives, driving real results while collaborating with various stakeholders.
  
• Technical Skills : You are familiar with customer satisfaction metrics , e.g., SI, NPS, and methodologies for gathering customer insights.
  
• You're an expert with GSuite and Microsoft Office Suite . Proficiency in project management tools, data analysis tools, and customer experience software like Salesforce or Qualtrics is a major plus.
  
• Customer-Centric Mindset : You possess a strong analytical and digital mindset, with the ability to interpret complex customer data and translate it into actionable insights.
  
• Collaborative Team Player and Project Leader : You are a natural team player who thrives in an international, cross-functional, and diverse team environment.
  
• Communication & Problem-Solving : You bring strong communication and problem-solving skills, with the ability to challenge, influence, and manage multiple projects simultaneously.
  
• Language Proficiency : You are proficient in both German and English .
  

OUR STORY - Satair as a 100% subsidiary of Airbus

Satair is a key part of the Airbus Customer Services unit and a $2.5 billion-turnover global company (100% subsidiary of Airbus) with more than 1,200 employees, operating from 10 locations worldwide. Satair is a world leader in the commercial aerospace aftermarket business. Satair provides genuine OEM and Airbus parts distribution and offers an exhaustive and innovative multi-fleet service portfolio to OEMs and customers.

OUR VALUES

At Satair, we're working to be the most customer-centric organization in providing commercial aviation spares parts to make the world continue flying. We’re constantly taking “customer experience” to new levels by improving how we fulfill and deliver customers’ orders quickly and accurately, anywhere in the world. To meet this goal, Satair is continually striving to innovate and provide best-in-class service levels by pioneering new products and services in a fast growing business environment.

If you want to know more about our business, have a closer look at our website or check out our SATAIR Youtube Channel at !

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:
Airbus Operations GmbH

Employment Type:
Permanent
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Experience Level:
Professional

Job Family:
Customer Account and Service Management

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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [email protected] .

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.