ATR - Head of EMEA Customer Material Management (H/F) - AVIONS DE TRANSPORT REGIONAL (ATR) GIE

OverviewJob Description: HO EMEA Customer Material Management (H/F). ATR is the world\'s number one aircraft manufacturer in regional aviation. We are a joint venture between Airbus and Leonardo. We are looking for a HO EMEA Customer Material Management to join in the Customer Support & Services Directorate in Louis\'s team.Our leadership profile: People Centric, Entrepreneurial, Inspiring, Exemplary, Innovative, Humble. If you strive for excellence and are driven by ambition, trust and respect, join ATR to start your career.Your MissionAs the Head of Customer Material Management, you provide leadership, strategic direction and operational oversight for the Material Account Management organization and the Customer Order Desk. You are accountable for customer satisfaction, service reliability and operational performance, revenue development and continuous improvement across all Material Support activities for airlines and MROs in the EMEA region. You ensure high performance of front-office and back-office teams, operational excellence (OTD, AOG responsiveness, backlog health), and drive ATR\'s material services transformation.Main ActivitiesLeadership & People Development: Lead, coach and develop a team of 11-12 Material Account Managers; ensure capability building, performance monitoring, continuous training and career development. Foster customer-centric behaviours and operational rigor. Drive team governance (stand-ups, 1:1s, reviews, QBRs). Ensure smooth onboarding and maintain high expertise.Customer Relationship & Service Excellence: Ensure strong customer satisfaction through high service levels, reduced AOG exposure, optimized lead-times and fast reactivity. Represent the department in customer business reviews, negotiations and escalation meetings. Ensure consistent and high-quality communication.Operational Performance Management: Monitor backlog, claims, Service Level, NBO, PCU and all KPIs to maintain accurate performance indicators. Secure OTD through corrective action plans and cross-functional alignment. Coordinate daily with Supply, Repair, OCC, Logistics, Inventory, Engineering and Finance to ensure on-time and on-quality delivery.Commercial Management & Revenue Development: Oversee all sales activities for spare parts, exchanges, repair and leasing; ensure annual order intake targets (~$150M). Support commercial strategies, pricing initiatives and long-term customer development.Back-Office & Subcontracting Oversight: Manage a 50-person subcontracted Back Office handling quotations, order processing and first-level customer support. Monitor performance, productivity, quality and compliance. Lead subcontracting negotiations, renewals and continuous improvement.Continuous Improvement & Transformation: Drive major improvement and digitalization initiatives (ATRactive, FCO, Customer Autonomy tools, RPA, PowerApps). Standardize and optimize processes (SOPs, escalation matrices, workflows). Lead Repair industrialization, communication template improvements and knowledge base creation.Governance & Compliance: Represent the department in internal committees, audits and strategic reviews. Ensure compliance with ATR safety, quality and regulatory standards. Act as the voice of the customer internally and support company-wide transformation initiatives.Other ActivitiesMonitor backlog, claims, service level, NBO, PCU; coordinate with Supply, Repair, OCC, Logistics and other internal services to ensure on-time and on-quality feedback to customers. Manage critical operational topics with leadership. Coordinate transversal activities (Pricing, Inventory, Logistics, OCC/AOG Desk, Engineering, Finance). Ensure adherence to ATR safety, quality and regulatory standards (audits). Pilot continuous improvement initiatives (SAP, processes, KPIs, SOPs) and projects. Represent the department in internal committees and customer business reviews. Participate in strategic projects (e.g., Digitalization including FCO, ATRactive, Customer Autonomy). Manage, follow and negotiate complex subcontracting contracts.About You– Degree with significant experience in customer support, supply chain or material operations in aviation.– Minimum of 3 years experience in managing customer relationships and driving customer satisfaction.Skills & CompetenciesTechnical skills: Knowledge of aviation industry is advantageous; negotiation and commercial skills; logistics knowledge; relevant certifications (e.g., Customer Relationship Management) are a plus.Leadership: Strong leadership and team management skills; deep knowledge of spares, logistics, commercial negotiation and order-to-cash processes.Analytical & Relationships: Excellent communication, stakeholder management and decision-making; strong analytical skills; proficient in SAP and Office Suite.Languages: Proficient in English and French; Spanish or Italian a plus. Strong interpersonal, written and presentation skills.IT skills: Advanced Office, SAP knowledge.Soft skills: Excellent communication, problem solving, data analysis, teamwork in a fast-paced environment, ability to manage a multicultural team.Constraints: Travel up to 15%.Recruitment ProcessLouis will contact youInnovative and digital assessmentInterview with Louis, then with a Talent Acquisition PartnerWhat We OfferHighly competitive compensation package (profit sharing, employee savings plan)Work-life balance (remote working, six weeks of paid leave, additional days off for family events)Well-being/health coverageCareer paths and development programs for soft and hard skillsATR/CSE and Airbus CSE benefitsDiversity and inclusion: ATR welcomes all applications and promotes workforce diversityAbout ATR ATR is the leading manufacturer of regional aircraft, a joint venture between Airbus and Leonardo. We value diversity and inclusivity and encourage all qualified applicants to apply. This job requires awareness of compliance risks and commitment to integrity. Airbus is an equal opportunity employer and does not ask for any monetary exchange in recruitment. If you encounter phishing, report to emsom@airbus.com. Airbus supports flexible working arrangements where possible. #J-18808-Ljbffr