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Customer Support Manager - Job Opportunity at Thales

Dubai, United Arab Emirates
Full-time
Senior
Posted: January 17, 2025
On-site
USD 120,000 - 160,000 per year based on Dubai market rates for senior aerospace positions

Benefits

Global mobility opportunities across 68 countries
Career development and progression pathways
International work environment with diverse cultural exposure
Professional training and development programs

Key Responsibilities

Lead contract execution and customer satisfaction initiatives with direct P&L responsibility
Drive operational performance optimization and risk management across service delivery
Manage strategic customer relationships and identify revenue growth opportunities
Oversee financial performance metrics including gross margins, cash flow, and payment terms
Direct end-to-end contract implementation and milestone achievement
Develop and execute customer engagement strategies to maximize satisfaction and retention

Requirements

Education

Master Degree in Engineering or equivalent

Experience

10 years minimum in customer service or sales or technical/operational environment or project management

Required Skills

Customer oriented, excellent listening skills Project Management skills Analytical, reliable and rigorous Root cause analysis Communication skills Reactivity, stress resilience Ability to work autonomously Fluent in English (Oral and Written) French and/or Arabic Languages appreciated
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Sauge AI Market Intelligence

Industry Trends

Aerospace sector experiencing significant digital transformation requiring enhanced customer support capabilities Growing focus on integrated service solutions combining technical support with strategic business partnership Increasing demand for data-driven customer support management in aviation sector

Role Significance

Typically manages a cross-functional team of 5-10 direct reports with matrix management of additional technical resources
Senior management position with direct impact on customer relationships and business performance

Key Projects

Large-scale aviation systems implementation Service level agreement optimization Customer satisfaction improvement initiatives Revenue growth and contract expansion programs

Success Factors

Strong understanding of aerospace technical operations and customer service excellence Ability to balance customer satisfaction with profitability objectives Excellence in stakeholder management across cultural boundaries Strategic thinking with strong analytical capabilities

Market Demand

High demand with growing emphasis on customer experience management in aerospace sector

Important Skills

Critical Skills

Contract management expertise for complex technical services Strategic customer relationship management Financial analysis and business performance optimization Cross-cultural communication and stakeholder management

Beneficial Skills

Aviation industry knowledge Digital transformation experience Change management capabilities Risk management expertise

Unique Aspects

Role combines technical expertise with business development responsibilities
Strategic position within Thales' Middle East growth strategy
Opportunity to work with advanced aviation systems and technologies

Career Growth

2-4 years in role before progression, depending on performance and business growth

Potential Next Roles

Regional Customer Operations Director Head of Services and Support Business Unit Director

Company Overview

Thales

Thales is a global technology leader in aerospace, defense, and digital security with over 80,000 employees worldwide

Leading position in aerospace systems and services with significant market share in commercial aviation
Strong Middle East presence with over 35 years in UAE and 1,800 employees across the region
Professional multinational environment with emphasis on innovation and technical excellence
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