Customer Support Manager

KLM Engineering & Maintenance (E&M) constitutes the maintenance division of KLM. In collaboration with Air France Industries (AFI), KLM E&M has established itself as a leading entity within the global aircraft maintenance sector. In addition to servicing the fleet of KLM and Air France, KLM E&M provides maintenance for aircraft, engines, and components for approximately 150 customers worldwide. The organization of KLM E&M is divided into the product groups Components, Engines, and Airframe.

The Customer Support Manager (CSM) for Component Services reports directly to the Customer Support Lead. Supervisory hierarchy above this position includes the Team Leader of Customer Support, followed by the Unit Leader, and ultimately the Vice President (VP).

Job Context

Reports to: Team Lead CSM.

Purpose of the Position

The primary responsibility of this role is to oversee the introduction, management, and modification of assigned contracts. The position serves as the main point of contact and representative of KLM to the customer throughout the contract lifecycle, conducted in accordance with contractual terms, corporate policies, and applicable laws and regulations. The goal is to enhance customer satisfaction continuously and to support the achievement of KLM Customer Service objectives by optimizing contract performance and utilization.

Areas of Responsibility

Stakeholder Management

Establishes and maintains consistent communication with customers to foster and strengthen relationships related to the assigned contracts. Conducts regular on-site performance review meetings to assess service delivery, address any concerns, and ensure consistency with customer expectations, thereby enhancing customer loyalty and supporting long‑term partnership growth.

Contract Implementation and Planning

Collaborates with the Sales organization (EMCO) and the customer to define contract conditions, including business costs and sales procedures. Ensures that these terms are effectively communicated to the relevant operational departments and oversees the implementation of newly acquired contracts, guaranteeing alignment with the planning and requirements of the assigned customers.

Contract Performance and Administration

Monitors and manages the performance of active contracts, including budget adherence and the quality of work carried out by the operational teams. Ensures compliance with service level agreements (SLAs) and consistently meets contractual obligations and customer expectations while optimizing the financial performance of each contract.

Handles all administrative activities related to the contracts, such as documentation, reporting, and compliance tracking. Ensures accurate recording and integration of contract data and performance metrics within internal systems to promote transparency, operational efficiency, and data‑driven decision‑making.

Customer Satisfaction (NPS)

Collects, analyzes, and discusses customer feedback and requirements related to service delivery within the assigned portfolio. The objective is to gain valuable insights into customer satisfaction levels, which serve as a foundation for continuous improvement initiatives aimed at enhancing service quality and building stronger customer relationships.

Process Optimization

Monitors, measures, benchmarks, and evaluates the performance of processes, tools, and systems. Leads the initiation and management of changes, automation, and improvements to increase operational efficiency and effectiveness, ensuring continuous enhancement of processes to deliver better service outcomes and support organizational goals.

Core Values

Safety

Addresses behavioral issues related to negligence, rule violations, and non‑compliance with safety procedures. Fosters a ‘just culture’ that emphasizes learning from unintentional errors and mistakes, encouraging open communication, accountability, and continuous improvement in safety practices.

Customer Experience

Champions the KLM Moving Your World vision within the team to cultivate a positive and memorable customer experience. Encourages and motivates employees to exemplify customer‑focused behaviors in alignment with the KLM Compass, fostering a culture of service excellence and customer satisfaction.

Knowledge and Experience

• HBO/ Master’s degree or equivalent
• 5 to 7 years of relevant work experience
• Proficiency in SAP, Aeroxchange, and Crocos systems
• Advanced skills in Microsoft Office 365, including Excel and PowerPoint

At Air France‑KLM, we are an equal opportunity employer. The Group is committed to combating all forms of discrimination and promoting equal opportunities in our hiring practices and throughout the employee journey. We strive to promote diversity as reflected in society, and to ensure equal opportunities among all staff.

We regret to inform you that only shortlisted applicants will be contacted. Thank you for your interest in Air France KLM.