Sales Program Manager

The Sales Program Manager serves as the primary commercial and operational liaison for assigned customer accounts and strategic programs. This position is responsible for customer forecasting account management order execution pricing oversight delivery performance and issue resolution while ensuring alignment between customer requirements and internal operational capabilities.

The Sales Program Manager acts as the primary customer communication contact and works cross-functionally with Operations Planning Supply Chain Quality Engineering Finance and Customer Service to support customer satisfaction on-time delivery revenue growth and profitability. The role is responsible for managing customer programs from forecast through shipment while proactively identifying risks resolving issues and leading communication across the organization. The position also plays a key role in the Sales Inventory & Operations Planning (SIOP) process to ensure customer demand is aligned with production capacity and business objectives. The responsibilities are aligned with existing account management duties documented within customer account management functions.

• Serve as the primary point of contact for assigned customers.
• Develop and maintain strong customer relationships through proactive communication and responsiveness.
• Lead customer business reviews open order reviews forecast discussions and escalation meetings.
• Communicate customer requirements priorities and concerns throughout the organization.
• Ensure customers receive timely and accurate updates regarding orders deliveries quality issues and program status.

• Manage customer forecasts and demand requirements.
• Analyze forecast trends backlog bookings shipments and revenue projections.
• Participate in and support the Sales Inventory & Operations Planning (SIOP) process.
• Collaborate with Operations and Supply Chain to align customer demand with available capacity and material supply.
• Identify forecast variances and implement corrective actions to improve planning accuracy.
• Communicate demand risks and opportunities to leadership teams.

• Oversee customer orders from receipt through shipment and invoicing.
• Coordinate order priorities schedule changes expedites and delivery commitments.
• Monitor open orders and backlog to ensure customer requirements are met.
• Lead cross-functional reviews to resolve constraints affecting customer deliveries.
• Drive accountability for customer commitments and program milestones.

• Review pricing for accuracy profitability contractual compliance and market competitiveness.
• Support quotation development contract reviews and customer negotiations.
• Coordinate internal approval processes for pricing and commercial agreements.
• Monitor customer pricing agreements and ensure ERP system accuracy.
• Evaluate market conditions and recommend pricing strategies that support business objectives.

• Partner with Operations Planning Quality Engineering Purchasing and Logistics to meet customer commitments.
• Coordinate actions required to support production schedules and customer delivery requirements.
• Facilitate communication between customers and internal stakeholders regarding program performance.
• Support continuous improvement efforts that improve customer satisfaction and operational performance.

• Lead customer communications regarding quality concerns corrective actions and containment activities.
• Coordinate investigations related to nonconformances returns RMAs and customer complaints.
• Partner with Quality and Operations teams to ensure timely issue resolution.
• Track corrective actions and communicate status updates to customers.
• Drive root cause resolution and continuous improvement initiatives.

• Monitor and report key account and program performance metrics.
• Prepare monthly quarterly and annual customer performance reviews.
• Evaluate customer scorecards and identify improvement opportunities.
• Provide leadership with risk assessments forecast updates and business performance summaries.

The Customer Service team is responsible for transactional activities including:

• Receiving customer purchase orders.
• Entering orders into the ERP system.
• Matching orders to approved pricing.
• Maintaining customer order records.
• Processing acknowledgments and routine customer communications.
• Supporting order administration and data entry activities.

The Sales Program Manager maintains ownership of the overall customer relationship forecasting delivery performance pricing strategy issue resolution and program execution.

• Bachelors Degree in Business Supply Chain Operations Management Engineering Marketing or related field preferred.
• Equivalent combination of education and experience may be considered.

• 5 years of experience in aerospace manufacturing account management program management customer management or supply chain operations.
• Experience managing customer forecasts delivery commitments and order fulfillment processes.
• Experience working within ERP/MRP systems.

• Strong customer relationship management skills.
• Excellent written verbal and presentation communication skills.
• Proficient in the Sales Inventory & Operations Planning (SIOP) process including demand planning capacity planning backlog management inventory strategy and sales forecasting.
• Ability to translate customer forecasts into operational requirements.
• Strong understanding of manufacturing operations production planning and supply chain management.
• Ability to identify supply-demand gaps and develop mitigation strategies.
• Analytical problem-solving and decision-making capabilities.
• Strong organizational and project management skills.
• Ability to influence cross-functional teams without direct authority.
• Advanced proficiency in Microsoft Excel Power BI ERP and CRM systems.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Financial and commercial acumen related to pricing margins and profitability.

• Aerospace manufacturing experience.
• Experience participating in monthly SIOP reviews and executive planning processes.
• Experience supporting OEM defense or highly regulated manufacturing customers.
• APICS/ASCM certification or equivalent planning certification preferred.

• On-Time Delivery (OTD)
• Customer Satisfaction Ratings
• Forecast Accuracy
• Revenue Growth
• Bookings and Backlog Performance
• Customer Scorecard Performance
• Pricing Accuracy
• Program Profitability
• Customer Escalation Response Time
• Quality Complaint Closure Time
• Open Order Aging
• SIOP Forecast Variance
• Inventory and Demand Alignment Metrics