Sr Dir - Customer Management (Aerospace & Defense)
Plexus Corp, Neenah, WI, United States
Purpose Statement
Key global customer service leadership position responsible for leading the customer management team to advocate for customer and Plexus’ needs and translate the needs into action. The Senior Director – Customer Management represents voice of the customer internally and the voice of the business externally. The Senior Director – Customer Management leads the customer management team to create, manage and execute account strategies for assigned customers in order to meet sector revenue and profitability goals. The Senior Director – Customer Management plays a key role in developing the overall sector strategy. This position functions in tight cooperation with the Business Development team. When applicable: Leads both Business Development and Customer Management teams for the assigned Sector.
Compensation
$197,000.00 - $295,400.00
Key Job Accountabilities
Customer Service Excellence – Ensure Plexus meets or exceeds the expectations of customers. Lead the customer management team to advocate for customer needs within Plexus and to represent Plexus’ needs and interests to the customer. Translate the needs and interests into action that meets or exceeds customer satisfaction goals and creates mutual benefit for Plexus.
Customer Management Leadership – Provide guidance and set goals for the sector customer management team and contribute to broader goal development for the entire market sector. Hold the team accountable for meeting goals. Manage forecasting, including overall sector or sub‑sector financial objectives per customer. Ensure the customer management team proactively manages customer P&L to meet objectives. Ensure revenue goals are met or exceeded on all aspects of the Plexus value stream from engineering solutions through sustaining.
Market Sector Strategy – Play an active role in Plexus’s annual strategy process by voicing the needs of customers. Use market sector knowledge and research to help create and maintain a sector strategy. Communicate the strategy to the extended sector team including supply chain, engineering, and manufacturing solutions, sustaining services, costing and finance. Regional senior directors also support the regional strategies.
Cross‑Functional Leadership – Provide guidance and leadership to the sector team and to other areas of the organization that interact with the sector management (e.g. costing, finance, sites, operations, material, regions) in order to achieve the sector goals and Plexus enduring goals. Establish a consistent operating rhythm to normalize collaboration.
Team Development – Develop a strong and capable market sector team that functions as a unit, enabling revenue growth and financial performance that meets or exceeds established annual targets. Hold staff accountable for results, grow talent and develop successors.
Core Values – Demonstrate and hold the team accountable to the Plexus core values, drive succession planning, and ensure employees receive the development and coaching needed to realize their full potential.
Education / Experience Qualifications
Bachelor’s degree with 10 or more years of related experience is preferred. An equivalent combination of education and/or experience will be considered.
Other Qualifications
Expertise in the EMS and the specific market sector.
Strong understanding of business concepts and finance (P&L), cost models and contracts and negotiation.
Strong strategic thinking and problem‑solving skills, including making timely and effective decisions in complex and ambiguous situations. Advanced critical thinking and quantitative analysis ability.
Proven ability to influence others, including relationship‑building, conflict resolution and leadership competencies. Ability to lead without formal authority.
Self‑motivated, able to work independently and in teams, including cross‑functional teams.
Attention to detail, time‑management, and organizational skills.
Strong written and verbal communication, presentation skills, and ability to represent Plexus professionally.
Ability to communicate the value of Plexus services: design, development, test, prototyping, manufacturing, supply‑chain solutions, and sustaining services.
Maintain confidentiality of all customer and company information.
Operate effectively in a multi‑cultural, global environment.
Recruit, lead and develop a strong customer management team.
Physical Requirements
Professional office environment with suitable lighting, comfortable temperatures, and low noise level. May require prolonged periods of sitting at a desk, using a computer and other office equipment. Minimal physical activity is generally involved.
Travel Requirements
50% or less.
We are an Equal Opportunity Employer (EOE) and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
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Key global customer service leadership position responsible for leading the customer management team to advocate for customer and Plexus’ needs and translate the needs into action. The Senior Director – Customer Management represents voice of the customer internally and the voice of the business externally. The Senior Director – Customer Management leads the customer management team to create, manage and execute account strategies for assigned customers in order to meet sector revenue and profitability goals. The Senior Director – Customer Management plays a key role in developing the overall sector strategy. This position functions in tight cooperation with the Business Development team. When applicable: Leads both Business Development and Customer Management teams for the assigned Sector.
Compensation
$197,000.00 - $295,400.00
Key Job Accountabilities
Customer Service Excellence – Ensure Plexus meets or exceeds the expectations of customers. Lead the customer management team to advocate for customer needs within Plexus and to represent Plexus’ needs and interests to the customer. Translate the needs and interests into action that meets or exceeds customer satisfaction goals and creates mutual benefit for Plexus.
Customer Management Leadership – Provide guidance and set goals for the sector customer management team and contribute to broader goal development for the entire market sector. Hold the team accountable for meeting goals. Manage forecasting, including overall sector or sub‑sector financial objectives per customer. Ensure the customer management team proactively manages customer P&L to meet objectives. Ensure revenue goals are met or exceeded on all aspects of the Plexus value stream from engineering solutions through sustaining.
Market Sector Strategy – Play an active role in Plexus’s annual strategy process by voicing the needs of customers. Use market sector knowledge and research to help create and maintain a sector strategy. Communicate the strategy to the extended sector team including supply chain, engineering, and manufacturing solutions, sustaining services, costing and finance. Regional senior directors also support the regional strategies.
Cross‑Functional Leadership – Provide guidance and leadership to the sector team and to other areas of the organization that interact with the sector management (e.g. costing, finance, sites, operations, material, regions) in order to achieve the sector goals and Plexus enduring goals. Establish a consistent operating rhythm to normalize collaboration.
Team Development – Develop a strong and capable market sector team that functions as a unit, enabling revenue growth and financial performance that meets or exceeds established annual targets. Hold staff accountable for results, grow talent and develop successors.
Core Values – Demonstrate and hold the team accountable to the Plexus core values, drive succession planning, and ensure employees receive the development and coaching needed to realize their full potential.
Education / Experience Qualifications
Bachelor’s degree with 10 or more years of related experience is preferred. An equivalent combination of education and/or experience will be considered.
Other Qualifications
Expertise in the EMS and the specific market sector.
Strong understanding of business concepts and finance (P&L), cost models and contracts and negotiation.
Strong strategic thinking and problem‑solving skills, including making timely and effective decisions in complex and ambiguous situations. Advanced critical thinking and quantitative analysis ability.
Proven ability to influence others, including relationship‑building, conflict resolution and leadership competencies. Ability to lead without formal authority.
Self‑motivated, able to work independently and in teams, including cross‑functional teams.
Attention to detail, time‑management, and organizational skills.
Strong written and verbal communication, presentation skills, and ability to represent Plexus professionally.
Ability to communicate the value of Plexus services: design, development, test, prototyping, manufacturing, supply‑chain solutions, and sustaining services.
Maintain confidentiality of all customer and company information.
Operate effectively in a multi‑cultural, global environment.
Recruit, lead and develop a strong customer management team.
Physical Requirements
Professional office environment with suitable lighting, comfortable temperatures, and low noise level. May require prolonged periods of sitting at a desk, using a computer and other office equipment. Minimal physical activity is generally involved.
Travel Requirements
50% or less.
We are an Equal Opportunity Employer (EOE) and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
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