Director Strategic Acc Mgmt, Shanghai, Aero
Honeywell
Zhangjiang Town, Pudong, Shanghai, China
Posted on Apr 30, 2025
Job Description:
Located in Shanghai, China and reporting to the VP, APAC Airlines, this position is responsible for managing a portfolio of complex accounts, within the Commercial Airline aftermarket business. This role will lead a cross-functional team of Sales, Customer Support Managers, credit analyst and field service team to create and achieve the Annual Operating Plan for the customer portfolio. The position will be accountable for growth activities by coordinating pursuit support from the sales team, and for customer satisfaction by ensuring that all products and services are supported in an efficient and effective manner. The position will also lead the program execution effort for APAC airline business.
Primary Activities:
Responsible for defining and executing a customer business and support strategy, in a proactive manner, anticipating customer needs and competitor actions and driving results through their direct actions and through matric leadership.
Manage the internal and external element of the Airlines customer Management Operating System (MOS) in order to achieve all financial and customer satisfaction goals for their account portfolio. Build, develop, and lead an effective Customer Core Team (CCT) that includes Sales Managers, Customer Support Managers, credit analysts and field service team in pursuit of goals.
Own business commercial relationships, including the achievement of growth targets, working capital metrics, and ensure pursuit pipeline is filled and achieved.
Maintain oversight of HON performance to both Honeywell and customer contractual obligations
Provide leadership and strategic vision to Sales Managers, Customer Support Managers, credit analysts and field service team to ensure cross functional objectives are prioritized and executed to meet goals, objectives and AOP targets
Partner with Customer & Product Support leadership to improve customer satisfaction, ensuring issues are identified and addressed through cross functional influence, including but not limited to: quarterly Business Reviews, account RAILs, service requests, data collection. This includes approval of C&PS action plans to improve customer satisfaction as measured by VOC and NPS tools.
Plan, organize, and execute Honeywell executive visits to customers resulting in positive interchanges and improved business results.
Responsible for fostering customer executive level relationships through daily interaction with airline executives.
Ensure Accounts Receivable results are achieved working with the ACC team
Act as support and escalation point for ACC and C&PS in collections and dispute resolutions
Identify specific process improvement opportunities, ensuring actions taken to achieve visible increases in performance metrics by employing six sigma tools and kaizen exercises where required
Drive for attainment of Honeywell behaviours and results across their area of responsibility through direct management as well as cross functional influence of peers
Ensures systems and processes are in place for Honeywell product delivery, reliability performance including the translation of site based/product based improvement plans e.g. delivery and reliability to customer specific plans.Qualifications:
Bachelor's degree or equivalent work experience in a business or engineering
10+ years leadership experience in Aftermarket, OEM or International customer service/support
5 years leadership experience in Aerospace industry, managing key manager or directors (external candidates)
Experience in using customer relationship management tool (e.g. SFDC) to manage account
Leadership: Experience to overcome obstacles, succeed in the face of adversity, and deal with ambiguity. Must know how to effectively influence and lead others across functions to get things done.
Business Acumen: Mature business and financial acumen to discern risks/opportunities of key strategic programs at customers and Honeywell.
Customer Knowledge: deep Knowledge of the customers, ability to establish executives’ engagement with key players in airlines organization
Product Knowledge: Breadth and depth of product knowledge, for both Avionics and Mechanical Commercial Transport products.
Sales Expertise: minimum of 10 years’ sales experience including sales support, inside sales and external sales, ability to understand and articulate value propositions, understand market competition and ability to guide the team on winning strategy
Problem Solving Skill: Ability to listen to customer or internal stake holders, identify pain points and derive resolutions that address the needs of customers and generate revenue growth
Program Management: Ability to manage multiple projects on time, report out on action status, and provide clear verbal, and written customer status.
Communication skills: Excellent verbal and written communication skills. Knows when and how to communicate to optimize potential for success with customers and internal to Honeywell. Must be a good listener.
Negotiations: Can negotiate skillfully in tough situations with both internal and external groups, can win concessions without damaging relationships, gains trust quickly of other parties in the negotiations, able to close sales deals
Impact / Influence: Ability to influence outside of one's sphere of control.
Located in Shanghai, China and reporting to the VP, APAC Airlines, this position is responsible for managing a portfolio of complex accounts, within the Commercial Airline aftermarket business. This role will lead a cross-functional team of Sales, Customer Support Managers, credit analyst and field service team to create and achieve the Annual Operating Plan for the customer portfolio. The position will be accountable for growth activities by coordinating pursuit support from the sales team, and for customer satisfaction by ensuring that all products and services are supported in an efficient and effective manner. The position will also lead the program execution effort for APAC airline business.
Primary Activities:
Responsible for defining and executing a customer business and support strategy, in a proactive manner, anticipating customer needs and competitor actions and driving results through their direct actions and through matric leadership.
Manage the internal and external element of the Airlines customer Management Operating System (MOS) in order to achieve all financial and customer satisfaction goals for their account portfolio. Build, develop, and lead an effective Customer Core Team (CCT) that includes Sales Managers, Customer Support Managers, credit analysts and field service team in pursuit of goals.
Own business commercial relationships, including the achievement of growth targets, working capital metrics, and ensure pursuit pipeline is filled and achieved.
Maintain oversight of HON performance to both Honeywell and customer contractual obligations
Provide leadership and strategic vision to Sales Managers, Customer Support Managers, credit analysts and field service team to ensure cross functional objectives are prioritized and executed to meet goals, objectives and AOP targets
Partner with Customer & Product Support leadership to improve customer satisfaction, ensuring issues are identified and addressed through cross functional influence, including but not limited to: quarterly Business Reviews, account RAILs, service requests, data collection. This includes approval of C&PS action plans to improve customer satisfaction as measured by VOC and NPS tools.
Plan, organize, and execute Honeywell executive visits to customers resulting in positive interchanges and improved business results.
Responsible for fostering customer executive level relationships through daily interaction with airline executives.
Ensure Accounts Receivable results are achieved working with the ACC team
Act as support and escalation point for ACC and C&PS in collections and dispute resolutions
Identify specific process improvement opportunities, ensuring actions taken to achieve visible increases in performance metrics by employing six sigma tools and kaizen exercises where required
Drive for attainment of Honeywell behaviours and results across their area of responsibility through direct management as well as cross functional influence of peers
Ensures systems and processes are in place for Honeywell product delivery, reliability performance including the translation of site based/product based improvement plans e.g. delivery and reliability to customer specific plans.Qualifications:
Bachelor's degree or equivalent work experience in a business or engineering
10+ years leadership experience in Aftermarket, OEM or International customer service/support
5 years leadership experience in Aerospace industry, managing key manager or directors (external candidates)
Experience in using customer relationship management tool (e.g. SFDC) to manage account
Leadership: Experience to overcome obstacles, succeed in the face of adversity, and deal with ambiguity. Must know how to effectively influence and lead others across functions to get things done.
Business Acumen: Mature business and financial acumen to discern risks/opportunities of key strategic programs at customers and Honeywell.
Customer Knowledge: deep Knowledge of the customers, ability to establish executives’ engagement with key players in airlines organization
Product Knowledge: Breadth and depth of product knowledge, for both Avionics and Mechanical Commercial Transport products.
Sales Expertise: minimum of 10 years’ sales experience including sales support, inside sales and external sales, ability to understand and articulate value propositions, understand market competition and ability to guide the team on winning strategy
Problem Solving Skill: Ability to listen to customer or internal stake holders, identify pain points and derive resolutions that address the needs of customers and generate revenue growth
Program Management: Ability to manage multiple projects on time, report out on action status, and provide clear verbal, and written customer status.
Communication skills: Excellent verbal and written communication skills. Knows when and how to communicate to optimize potential for success with customers and internal to Honeywell. Must be a good listener.
Negotiations: Can negotiate skillfully in tough situations with both internal and external groups, can win concessions without damaging relationships, gains trust quickly of other parties in the negotiations, able to close sales deals
Impact / Influence: Ability to influence outside of one's sphere of control.
Additional Information
- JOB ID: HRD265582
- Category: Sales
- Location: Building 1, Lane 555, Huan Ke Road, Zhangjiang,Shanghai,SHANGHAI,201203,China
- Exempt