Role: Customer Program Leader
Site Location: Cheltenham
Rate: £50-£70 per hour via Umbrella
Duration: 12 months
Key Activities
Program Management key activities such as: - Orderbook management - RMA management - Cash collection - Customer engagement
Essential Responsibilities
- Act as voice of customer within the business- driving to ensure customer satisfaction in line with contractual requirements
- Lead the cross functional team to ensure program success - achieving business objectives, delivering against milestones and deliverables and ensuring the continuity of the business case
- Support to manage the repairs and retrofits through the business.
- Monitor and manage the health of the product - leading relevant gate reviews and ensuring follow up actions are completed to maintain the business case
- Work with contracts for negotiations, customer communications and contract amendments - assessing business capability, appetite for proposals, and risk around any changes
- Monitors production of units from the factory removing any barriers as needed and driving to meet on time delivery for the customer.
- Management of any financial disputes - seeking resolution to delayed payment, and putting in longer term corrective action where appropriate
- Ensure export compliance - seeking EUUs for certain shipment destinations & processing all orders through GTM tool
- Work with manufacturing, engineering and quality to manage RMA's (zero flight hour reworks) - ensuring root cause corrective action is achieved and that the customer receives a replacement unit or the reworked unit in line with their demand.
- Support customer visits and assessments - work to bring the cross functional team together to meet customer requirements and achieve successful assessments
- Manage and own forecasting of production of units -taking information from various sources and translating into appropriate forecast considering market intelligence and risk appetite
- Support implementation of product re-designs - leading production readiness review activities, developing transition plans, supporting customer reviews, ensuring a collaborative and successful switch over
- Lead and work collaboratively with program stakeholders to ensure program goals can be achieved and that supporting functions are provided with necessary information to work effectively
- Support transfer of work - working with the customer, sourcing, manufacturing, engineering and supplier quality to ensure smooth, compliant transitions
- Run risk & opportunity sessions in line with program plans and business guidance
- Lead obsolescence management on the product line - monitor & conduct LTB, bridge buys, use of alternatives, product re-design
- Support business audits (internal and external) as required
- Support cost out activities
Qualifications / Requirements
Business degree or equivalent experience (3-5 years)
Desired Characteristics
- Strong oral and written communication skills.
- Demonstrated ability to analyse and resolve problems.
- Established project management skills.
- Ability to prioritize information for decision making.
- Uses technical experience and analytical thinking.
