Customer Account Manager

Job Summary

To maintain strong customer relationships ensuring that the customers needs and voice of the customer is communicated and effectively managed by the business.

Job Responsibilities

Relationship Management:

• Lead site specificcustomer review meetings and manage first line dispute resolution with customers for the site.
• Monitor performance delivery and quality performance issues and recoveries and resolve with site leadership team or escalate as appropriate to Commercial Manager.
• Coordinate site specific customer initiatives requests and communications as agreed by Commercial Manager.
• Provide support to strategic / global Customer meetings representing the specific site (PMR) as part of global one face to the customer team.
• Voice of the customer on the site.

Demand Management:

• Order Book Demand & Sales Management: Responsible for obtaining orders from customers in accordance with the agreed contract
• Align customer demand with Commercial Manager and Program Director then communicate customer demand to Sales Inventory and Operations Planning (SIOP) process.
• Support specific rate readiness actions at site and supplier levels to ensure preparedness.

Contract Management:

• Responsible for ensuring the business adheres to its contractual obligations and inform customers of GKNs contractual limits.
• Responsible for cash management and trade debtors.
• Manage enabled material cost adjustments and requirements for the raw material
• Co-ordinate and manage all claims maintaining a register of all Claims between GKN and the Customer escalating to the Commercial Manager as appropriate.
• Commercial compliance for audits processes and procedures

Change Management:

• Manage contract updates including minor modification claims.
• Ensure commercial contracts for change in place and accepted

Budget/P&L:

• Implement top-line sales pricing in alignment with budget & Strategic Plan
• Contract liability assessment and provide recommendation to allow for provision setting as agreed with Commercial Manager.

Job Qualifications

Required Qualifications:

• Proven experience in customer relationship management contract management and demand forecasting
• Strong negotiation skills and ability to manage multiple stakeholders
• Excellent communication and interpersonal skills
• Ability to analyze and interpret financial data related to P&L and budgeting
• Familiarity with commercial proposal writing and business modeling

Preferred Qualifications:

• GKN Aerospace Experience
• Qualification in business studies or experience in a Customer facing / Programme Managementwould be preferable