Head of Aftermarket

Department: Business Development

Location: Southampton

Description

• Employment type: Permanent
• Employment basis: Full Time
• Salary: Competitive Salary and Excellent Benefits
• Location: Southampton & Bembridge – Isle of Wight

The Head of Aftermarket will play a critical role in accelerating revenue growth, expanding market presence, and strengthening customer loyalty through the commercial delivery of aircraft modifications, upgrades, maintenance programmes, repairs, and spares solutions.
The role is strategically focused, developing and executing aftermarket growth plans, leading commercial negotiations, and building high-value, long-term relationships with operators and partners.
Working closely with the Business Development Director, the Head of Aftermarket will translate commercial strategy into tangible business outcomes and shaping go-to-market plans, aligning cross-functional execution, and ensuring seamless integration of aftermarket services into both new aircraft sales and ongoing fleet support.
This position demands a proactive, outward-facing leader who is engaged directly with customers, hosting operator conferences, technical seminars, e-training events, and in-field visits to build trust, gather insight, and promote Britten-Norman’s support capability. Internally, the role focuses on mentoring and empowering the team, resolving strategic obstacles, and ensuring that aftermarket service delivery continually evolves to meet customer and market expectations.
Key Responsibilities

• Identify and pursue new business opportunities across core aftermarket areas, particularly modifications, upgrades, and maintenance, with the goal of increasing service penetration and revenue.
• ·Partner with Sales to create tailored aftermarket offerings that meet both operational and commercial needs of new and existing customers, tightly aligning with the aircraft sales lifecycle.
• Monitor market, regulatory, and customer trends to identify innovation opportunities and service gaps. Feed this intelligence into strategic planning, service development, and competitive positioning.
• Represent Britten-Norman externally at industry events, trade shows, and customer forums, building brand presence and forging long-term relationships with operators, maintainers, and technical influencers.
• Proactively organise and lead customer-facing initiatives, including operator conferences, technical seminars, regional roadshows, and aftermarket strategy briefings, establishing Britten-Norman as a trusted partner and thought leader in fleet sustainment and support.
• Engage regularly in direct customer visits, both domestically and internationally, to build trust, gain operational insight, support relationship development, and reinforce Britten-Norman’s aftermarket commitment.

Customer Relationship Management

• Support the team in building and sustaining long-term customer relationships with operators and maintainers through proactive engagement across the service lifecycle including site visits, meetings, reviews, and follow-ups.
• Travel frequently to customer sites and industry locations to gather feedback, resolve concerns in person, and ensure alignment on operational needs, emerging priorities, and service delivery expectations.
• Plan and host structured engagement events, such as customer roundtables, e-training sessions, and operator user groups, to share best practices, present new services, and co-develop support strategies with end users.
• Identify upsell and cross-sell opportunities during customer engagements including spares packages, upgrades, extended support and clearly articulate how these improve uptime, reduce risk, and support mission readiness.

Commercial Negotiation & Service Delivery

• Lead negotiations and structuring of support packages, modification programmes, and upgrade solutions ensuring each deal maximises customer value and commercial return.
• Oversee the seamless transition from quotation to contract, coordinating with Finance, Commercial, and Operations to deliver accurate, timely, and customer-ready documentation.
• Ensure full aftermarket integration from the point of aircraft sale, working closely with Sales and Delivery teams on pre-delivery planning, spares provisioning, support package alignment, and customer onboarding.

Aftermarket Strategy & Execution

• Develop and implement strategic growth plans across aftermarket services including modifications, upgrades, spares, repairs, and maintenance solutions focusing on long-term customer value, availability, affordability, and responsiveness.
• Design and lead high-impact aftermarket initiatives such as simplified service bundles, performance-based packages, extended warranties that enhance customer experience and ease of doing business.
• Drive internal process transformation to increase efficiency, scalability, and service standards. Introduce automation, data analytics, and customer feedback loops to improve turnaround time, responsiveness, and service quality.
• Embed a customer-first mindset in all aftermarket strategies through continuous market intelligence, competitive benchmarking, and customer insight gathering and refining service offerings, pricing models, and commercial structures accordingly.

Marketing Collaboration & Content Support

• Work closely with Marketing to ensure campaigns, messaging, and content accurately and effectively promote aftermarket services.
• Develop content and structure for aftermarket-specific events, such as seminars and customer webinars supporting Marketing in outreach, promotion, and post-event engagement.
• Contribute to customer-facing materials providing technical and commercial input for brochures, case studies, presentations, and online content.
• Support external communications with insights and contributions related to aftermarket developments, customer wins, or service improvements.

Operational Oversight & Issue Resolution

• Deliver a seamless, personalised customer experience from enquiry through to aftercare ensuring all interactions reflect technical expertise, professionalism, and customer commitment.
• Oversee daily execution of aftermarket operations including spares fulfilment, repairs, technical support, modifications, and upgrades intervening where necessary to resolve bottlenecks or service disruptions.
• Champion proactive customer communication ensuring job status updates, expected timelines, and issue resolutions are handled with clarity and urgency.
• Track key operational KPIs such as turnaround time, service level compliance, and customer satisfaction using this data to identify areas for process improvement and performance optimisation.

Reporting & Performance Monitoring

• Lead the development and maintenance of performance reporting, with a focus on revenue performance, customer satisfaction, turnaround metrics, and service pipeline health.
• Ensure reports and dashboards are accurate, actionable, and tailored for executive leadership highlighting commercial performance and operational reliability.
• Promote the use of digital tools and automation to enhance reporting capability, reduce manual effort, and improve decision-making across the aftermarket function.
• Align aftermarket performance data with broader business reporting in collaboration with Finance, Sales, and Operations.

Team Leadership & Development

• Support the aftermarket team promoting continuous improvement and customer service excellence.
• Invest in team developmentincluding skills enhancement, and ongoing professional growth through formal training and mentorship.
• Encourage technical excellence and market awareness ensuring the team stays current with aircraft systems, modification programmes, and industry best practices.
• Provide leadership in critical situations including key customer negotiations, technical/commercial disputes, and complex support programme planning.
• One-on-one reviews to guide performance, offer feedback, and support career progression and to empower the Managers in the team.

Skills, Knowledge and Expertise

• 5 GCSEs Grade 9-4 or A* to C + incl Maths / English
• Bachelor’s degree in business, Aerospace Marketing, Sales, Engineering, or a related field.
• Proven track record in leading a sales role, or aircraft support services.
• Aviation sales and technical sales experience.
• Demonstrated success driving customer satisfaction and long-term service partnerships.
• Experience with aftermarket business development, revenue growth, and market expansion.
• Strong leadership and team development skills, with ability to motivate and mentor
• Excellent stakeholder engagement and communication skills, both internal and customer-facing
• Strategic thinker with the ability to translate market insights into actionable aftermarket plans
• Commercial acumen including contract negotiation and financial oversight
• Full UK driving licence required
• Ability to achieve a UK security clearance
• Ability to travel internationally
• Second language desirable

Benefits

• 36 annual leave days (inclusive of Bank and Public Holidays)
• Contributory pension scheme with a salary sacrifice option
• Private healthcare scheme
• Flu vaccination
• Dental and optical cover
• Employee Assistance Program
• Support with learning and professional development (courses and licenses)
• Health screening and therapies
• Digital GP
• Referral bonus

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