Customer Operations Manager M/F

3 Hours ago • All levels

Operations

Job Description

This role is for a Customer Operations Manager within Thales' AGS EUROPE entity, specifically in the Customer Care Center department in Chatellerault, France. The manager will be the dedicated interface for AIRFRANCE, OEMs, and other European clients, ensuring AGS performance for repair and distribution orders. Key responsibilities include managing client communication, ensuring satisfaction, contributing to commercial development, and overseeing operational performance. The goal is to maximize customer experience and position Thales as a premium OEM.

Good To Have:

Experience in customer support and interface in an aeronautical or service environment is a plus.

Must Have:

Manage client communication and satisfaction for repair and distribution orders.
Act as the primary contact for AIRFRANCE, OEMs, and European clients.
Ensure offers comply with contractual rules and commercial policy.
Monitor outstanding quotes and manage logistics flows.
Promote Thales services and identify commercial opportunities.
Pilot operational performance and manage repair backlog.
Collaborate with Customer Support Manager and Operations.
Hold a BAC+5 degree in Supply Chain or Commerce.
Possess strong customer relations and negotiation skills.
Knowledge of industrial operations, Supply Chain, SAP, Salesforce.
Fluent in English and proficient in Office, Outlook, PowerBI.
Ability to analyze data, make decisions, and lead action plans.

Perks:

Success driven by technological excellence, your experience, and shared ambition
An attractive compensation package
Continuous skills development: training courses, academies, and internal communities
An inclusive, benevolent environment respecting employee balance
Recognized societal and environmental commitment

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account-management

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Build a future of trust together

Thales is a global leader in high technologies specializing in three sectors: Defense & Security, Aeronautics & Space, and Cyber & Digital. It develops products and solutions that contribute to a safer, more environmentally friendly, and more inclusive world. The Group invests nearly 4 billion euros per year in Research & Development, particularly in key innovation areas such as AI, cybersecurity, quantum, cloud technologies, and 6G. Thales has nearly 81,000 employees in 68 countries.

Our commitments, your benefits

Success driven by our technological excellence, your experience, and our shared ambition
An attractive compensation package
Continuous skills development: training courses, academies, and internal communities
An inclusive, benevolent environment respecting employee balance
Recognized societal and environmental commitment

Your daily life

As a center of excellence for aviation and optronic equipment support, Thales demonstrates its commitment to meeting legitimate requirements for the availability of airborne equipment, in addition to its historical activity of producing inertial units and gyrolasers. It is easily accessible from Paris, Tours, and Poitiers. You will thrive in a city rich in culture, green, and without the shadow of a traffic jam!

The AGS EUROPE entity is composed of the Customer Care Center Department which ensures the interface with customers for subjects related to the execution of repair and goods purchase orders. This department works in close collaboration with operations that execute orders and other members of the AGS Europe team based in Toulouse, London, or Warsaw who provide technical, contractual, and commercial support.

We want to maximize customer experience and develop our services to be considered a premium OEM by our customers.

As a Customer Operations Manager, you will be the dedicated interface to guarantee AGS performance for the AIRFRANCE group, OEMs, and other European clients.

Your missions:

ENSURE COMMUNICATION WITH CUSTOMERS AND GUARANTEE THEIR SATISFACTION / CUSTOMER EXPERIENCE

Be the privileged contact for AIRFRANCE, OEMs, and other European clients, including affiliates, for all questions related to Repair and Distribution performance. You answer customer questions within the deadlines defined by the organization and ensure customer visibility of their logistics flows. You use the CRM tool and ensure its use by team members.

Develop customer satisfaction while defending Thales' interests to retain our customers and thus contribute to our premium positioning strategy.

Develop a strong intimacy with customer contacts by ensuring minimum monthly meetings and permanent communication (Clients based mainly in Germany, Switzerland, and Austria with occasional travel in Europe to be expected). You consolidate a network and capitalize on this data. You obtain feedback from our customers on our support.

Prepare and participate in internal and external reviews of these clients. You work closely with other members of the Account Management Team (Customer Support Manager, Regional Sales Manager, etc.).

CONTRIBUTE TO THE COMMERCIAL DEVELOPMENT OF THE REGION

Ensure and guarantee that offers (repair and distribution) are established in accordance with contractual rules and commercial policy within the expected timeframe.