Head of Account Management H/F

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Date de début



Tremblay en France




The Head Of Account Management leads the team of Account Managers in relation to the airlines that have signed an Component support contract with OEMServices.

The main missions of the Account Management function are:

  • Manage and optimize customer satisfaction
  • Manage and optimize the performance of customer contracts
  • Manage debt collection if an intervention is required (first level of escalation).
  • Manage customer disputes and their OEM counterparty.
  • Ensure and optimize the economic monitoring of the contract
  • Research and identify potential additional business opportunities in connection with the commercial department for significant business.
  • Work on the continuous improvement of the function and the support.

As manager, he/she proposes, develops and manages the Equipment Support policy as defined by the department director.

He/she also guarantees the continuity of support for the airlines cutomers by ensuring the training of new account managers and their replacement in the event of prolonged absence.


Vos Missions

Reporting to the VP Component Support, the incumbent sets up and coordinates all the missions relating to:

  • Manage the Account Managers team: Organization of the team’s work, Management of schedules, annual interviews, setting of objectives in order to meet the department’s budget, Animation of weekly team meetings, Training of newcomers, etc…
  • Guarantee the social climate and enforce the rules in force in the company (security and social)
  • Work in close collaboration with the Head of Supply Chain, the Head of Technical Support, the AOG, Customs and Transport & Account Manager, the Purchasing and Strategic Partnership department, and the CEOs /GM of the international regions for all of the activity of its department and all of the activity of the company.
  • Participate in the deployment of new customer contracts to ensure the implementation of service-related topics
  • Promote the company to customers in order to generate additional revenue in close collaboration with the commercial department
  • Ensure the interface with the Director of the information system in the search for permanent improvement of the computer tool
  • Train the teams in the development of the IT tool
  • Analyze and improve the overall performance of his department, in particular by setting up Lean management tools in collaboration with the Methods department.
  • Streamline the production of indicators.
  • Seek the continuous optimization of the means and resources necessary for the activity of its perimeter committed by the company.
  • Monitor the performance of the activity and continuous improvement as part of a Lean approach
  • Globally manage the outstanding quotes as well as the payment of invoices in collaboration with the Financial Director (customer side and OEM side)
  • Develop action plans for its teams to manage and improve customer satisfaction.
  • Provide support to the Strategic Partnership for performance reviews with OEMs
  • Communicate and manage the budget of his department, in particular the travel budget.


Transversal activities:


Reporting :

  • Produce a monthly reporting to the equipment support manager, the sales manager and the CEOs/GMs of the international regions on all the activities of the service.
  • Provide weekly feedback to all teams on service KPIs to encourage continuous improvement in connection with the Customer Support function.Qualité et Ethique:
  • Deploy the Quality policy and the charter of good commercial practices within the department
  • Respect and deploy security rules and standards
  • Deploy and apply the instructions and all the operating methods related to the activity
  • Follow the actions resulting from the improvement process
  • Use the documentary materials made available: instructions, operating methods

Be an actor in the environmental approach

Profil recherché

After a Master degree, you have capitalized on an experience of more than 5 years in a similar position. At the same time manager, diplomat and creative, you know how to federate and convince. You will also have to show rigor and an ability to adapt in a very dynamic international environment. You are fluent in English and have hands-on knowledge of airline support practices and Lean management methods.

Informations complémentaires

  • Fluent English
  • Clean criminal record
  • SME environment compatibility


Curriculum vitae

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