Customer Programme Manager - MRO

Ontic, a leading licensor and manufacturer of complex engineering parts for the global aerospace and defence industries, are now recruiting for a Customer Programme Manager to join our team. Ontic is more than just a business; we are a community of innovators who pride ourselves on fostering a culture where talent thrives, ideas flourish, and careers are built. We are committed to excellence, driving us to continuously improve and adapt, ensuring that we remain at the forefront of our industry.

The Role

You will be responsible for managing a portfolio of Military customer relationships, maximising customer satisfaction and delivering on sales plans. You will deliver medium- and long-term strategies for your portfolio of customers and their respective product lines. You will manage and coordinate your customers' order books, from RFQ to delivery, ensuring maximum value creation across every aspect of the business. You will work across all areas of the business starting with RFP agreements with Revenue Management, delivery with Supply Chain, manufacture with Operations and Customer Management within the Programmes team. You will build strong relationships with your designated customers and resolve their problems and complaints where necessary.

In addition, you will analyse commercial activity to ensure that inventory levels and lead times are appropriate to meet customer requirements whilst providing the opportunity to grow the reactive sales channel. You will provide forecasts of customer demand for products into business planning whilst monitoring order processing, on-time delivery and operational performance.

Key Responsibilities

• Engage in and support setting of the future strategic direction for allocated customer accounts.
• Sign-off and issue Customer Documentation.
• Undertake projects allocated by the Head of Programmes.
• Maintain market awareness, identifying potential new opportunities and highlighting them to the Head of Programmes and the Business Development team.
• Assist in sales campaigns for new contracts and proposals.
• Prepare commercial bids in response to RFQs/RFPs.
• Run or oversee New Product Introduction programmes/projects.
• Run or oversee rectification projects for parts presenting quality/reliability issues and customer service improvement projects.
• Formulate, instigate and drive recovery programmes for allocated customers.
• Be responsible for the profitability and customer satisfaction for allocated customers.
• Ensure timely resolution of customer issues and lead Customer Review meetings.
• Control and manage programme spend, securing budget and spend authorisation as required.
• Assist with commercial negotiations as directed.
• Address customer or role specific requirements for allocated customers (internal or external).

About You

At Ontic, our culture is integral to making sure we enjoy our work and deliver for our customers. While we look for the right skillset, we are also looking for someone who will thrive within our recognition and empowerment culture. You will have proven programme/project management experience from an Engineering business with a good understanding of business processes/methods such as Supplier/Manufacturing/Quality means and methods. Proven programme/project management capability and experience is essential, along with experience of managing product or programme development projects, ideally within the aerospace industry. A good understanding of business processes and methods (e.g. Supplier / Manufacturing / Quality means and methods, capabilities & constraints) is required, as well as strong business and commercial acumen. Very strong communication skills, both oral and written, are necessary, along with the capacity to handle wide-ranging complexity across a number of programmes or issues. A UK driving licence holder is preferred, and you should be able and willing to travel domestically and internationally.

Benefits

At Ontic, we care about your financial, physical, and mental wellness, so we offer a range of benefits to support this. Our benefits package highlights include:

• Up to 29 days paid holiday plus Bank Holidays
• 10 hours paid volunteering time
• Annual goal share bonus scheme for all employees
• 24/7 Employee Assistance Program (EAP)
• Discounts and offers from a range of retailers

We are more than the sum of our parts. We have been recognised internally and externally for being so: We were ranked #9 in Best Companies' Q3 leaderboard for Best Manufacturing Company based on our employee feedback. 72.5% of employees who took part in our 2023 employee satisfaction survey said they are proud to work at Ontic. No day is the same at Ontic; we have doubled in size over the last couple of years and are still in rapid growth. We attribute our success to empowering colleagues to create the opportunity, fostering an environment of autonomy where we ask for forgiveness, not permission.

Our Values

Our values are intrinsic to everything we do. We share a common sense - we are a global family of specialists with a shared passion for precision. We have the freedom to choose - we are challengers and innovators with the freedom to think differently and challenge the status quo. We create the opportunity - we are change-makers with a clear direction and can-do spirit. We are a fast-paced business with ambitious growth plans; so if you are dedicated, enthusiastic and always seeking ways to improve, you will enjoy a career with us!