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:
1. Orderbook management
2. RMA management
3. Cash collection
4. 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.
* Monitor 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 the GTM tool.
* Work with manufacturing, engineering, and quality to manage RMAs (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 it into appropriate forecasts 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.
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