Senior Manager, Customer Advancement - Airlines | Lessors (Remote)

RTX, the world's largest aerospace and defense company, is seeking a Senior Manager, Customer Advancement to lead the development and sustainment of Airline and Lessor channel strategies. This role involves facilitating collaboration across stakeholders to ensure successful execution of priorities aligned with company objectives.

Responsibilities:

• Responsible to define necessary data sets for functional and enterprise knowledge to be used in tactical customer execution and strategic development. Ensure data set accuracy and efficiency of storage and extraction
• Lead capture of segment data via multiple techniques including Voice of Customer, Region VPs | Account Executive (AE) team, Aftermarket and SBU feedback, customer sessions, external engagements, expert 3rd party inputs, and facilitated workshops in support of customer strategy development
• Establish processes and expectations for aggregating metrics utilizing Salesforce, Voice of Customer, and other primary and secondary methods. Leading collaboration with OE Account organizations and Customer Support to ensure a OneCollins methodology
• Responsible to provide monthly and quarterly reporting as appropriate in support of pursuit review engagements as part of pursuit discipline and accountability
• Responsible to vigorously enhance and evolve Airlines & Lessors Voice of Customer processes and collection, providing leadership and expertise of methodologies to ensure consistent and accurate data collection in a manner aligned with the Sales Enablement and Strategic Intelligence (SESI) organization
• Sponsor the capture of actionable intelligence across the customer facing organization and create corresponding strategies that support airline and Collins Net Promoter Scores (NPS)
• Responsible for establishing close collaboration with OE Account Management, Customer Support, and SESI teams to ensure a OneCollins process
• Support strategic development and implementation of Salesforce, in collaboration with the SESI team, to optimize efficient extraction of Airline & Lessor key performance indicators and insights
• Bring reporting metric expertise to bear in future Salesforce developments and evolutions
• Co-lead the upgrade and roll out of the customer categorization model across the enterprise to incorporate the value and complexity of additional value streams (e.g. wheels and brakes, navigation, etc.). The airline profitability measures must be refined for deep fidelity and continuously upgraded
• The model, updated twice/annum, is a foundational tool that informs strategic alignment and resource prioritization to grow strategic customers and regions
• Support strategic pursuit and capture by delivering curated insights from the channel reporting and strategic interpretation responsibilities outlined above
• Support aggregation of customer trends and requirements in development of new and evolved systems offerings
• Provide support on transformation initiatives, including implementation of the CE&S playbook in the Airlines & Lessors channel, and other projects as appropriate
• As a customer advancement leader, support development of high-potential talent and mentor junior and potential Customer Advancement, Business Development and Account Executive associates

Requirements:

• Typically requires a University Degree and minimum 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 years of experience
• Advanced Excel proficiency, including functions, macros, pivot tables, etc
• Previous experience with the global airline and lessor channel, including revenue streams, business models, segment dynamics, trends, airline brand/value positions, etc
• PowerPoint mastery
• Data visualization tool expertise (e.g. Tableau)
• Experience with the Collins product and service portfolio and business models