Job Description
Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 100 000 collaborateurs pour un chiffre d'affaires de 27,3 milliards d'euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2024 » du magazine TIME. Safran Electronics & Defense propose à ses clients des solutions d'intelligence embarquée leur permettant d'appréhender l'environnement, de réduire la charge mentale et de garantir une trajectoire, même en situation critique, ce dans tous les environnements : sur terre, en mer, dans le ciel ou l'espace. La société met les expertises de ses 13 000 collaborateurs au service de ces trois fonctions : observer, décider et guider, pour les marchés civils et militaires. Mission description Job Summary: The Customer Success Leader (CSL) is responsible for driving continuous improvement in customer satisfaction across all regions by managing and acting upon Customer Satisfaction responses. This role ensures that customer feedback is translated into meaningful, actionable improvements through close coordination with Customer Support, Sales, Business Development, Operations, and other internal stakeholders. This position plays a critical role in strengthening customer relationships, improving service delivery, and aligning global teams to enhance the overall customer experience. Essential Job Functions: Analyze survey results to identify key trends, root causes, and actionable insights; communicate findings to leadership and regional teams. Define, standardize, and monitor customer-related KPIs across regions to track performance and enable data-driven decision-making. Lead the development and execution of action plans based on customer feedback, ensuring actions are specific, measurable, and aligned with business priorities. Partner with regional Customer Support teams and CSSMs to implement corrective and improvement actions, ensuring timely execution and closure. Coordinate with internal stakeholders (Customer Support, Sales, Programs, Engineering, Supply Chain, Quality) to drive improvements and remove roadblocks as needed. Facilitate alignment across regions to ensure consistency in customer experience and sharing of best practices. Engage directly with customers to validate feedback, ensure actions meet their expectations, and confirm effectiveness of implemented improvements. Identify systemic issues and drive long-term solutions that enhance service quality, customer retention, and overall business performance. Promote a culture of customer-centricity and continuous improvement across the organization. Required Competencies: Education/Experience Associate's degree in Business, Engineering, Aviation, or a related field preferred; equivalent combinations of education and experience will be considered. 2+ years of experience in aerospace aftermarket, strategic or customer support roles. Demonstrated experience working cross-functionally to drive initiatives, influence stakeholders, and implement process improvements. Experience leading feedback-driven improvement initiatives, including analyzing survey results, developing action plans, facilitating alignment across teams, and ensuring execution through to closure. Knowledge, Skills, and Abilities Strong analytical skills with the ability to interpret data and translate insights into actions. Excellent communication and presentation skills for diverse internal and external audiences. Strong project management and organizational capabilities. Ability to influence without direct authority across multiple teams and regions. Problem-solving mindset with focus on root cause analysis and sustainable solutions. Leadership Skills / Management Skills / Personal Skills Ability to lead initiatives and drive accountability across cross-functional teams. Strong coordination and facilitation skills to align stakeholders and drive results. High attention to detail and follow-through to ensure actions are completed and effective. Results-driven with a focus on measurable improvements in customer satisfaction. Ability to manage multiple priorities in a fast-paced, global environment.