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JOB DESCRIPTION

Job Title: Senior Manager, US Customer Training and Demand Management

Department: Training

Reports to: Training Director

Direct Reports: 4 (5 total)

Location(s): Philadelphia

1. Summary of Position: (Brief description of overall responsibilities and function)

The Senior Manager, US Customer Training and Demand Management, is responsible for shaping, capturing and sustaining contractual and after market business opportunities, both Civil and Government associated with LHUSC Training Academy across North, Central and South America.

The position is responsible to lead and manage different training dept functions to include, Administration, Scheduling & Proposal, Business Development, Customer Satisfaction, Compliance, Customer Training Account Managers. All this activities are functional to deliver LHD Training Services to North/Central/South American Customers in LHUSC training facility and at Customer sites.

The role has P&L responsibility, ensuring the training department develops and delivers both business and customer objectives as defined in Annual Operating Plan to include revenue, cost, investments, customer satisfaction, employee fulfillment and compliance to internal and external requirements including international aviation regulatory authorities such as: FAA/EASA/TTCAA/ANAC/ENAC

Working as part of executive team and WW training organization, develop strategic plans, annual budgets, market forecasts, supplier and partner relationships, Key Performance Indicators and continuous improvement plans to drive business growth as well as develop and execute Entry into Service plans for LHD product lines across North, Central and South America.

Increase standardization and synergies within the Training Academies worldwide, in order to better optimize resources usage to maximize profitability and customer satisfaction.

Deliver Employee Satisfaction through the active development of employees by creating a dynamic and fulfilling work and team environment. Set clear goals and objectives, provide meaningful positive/negative feedback and evaluations, develop staffing requirements aligned to business needs, evaluate, hire and train new employees.

The position is responsible for driving business growth through the development and execution of strategic business capture opportunities, maintaining strong customer engagement, increasing brand awareness, supporting customer retention efforts and ensuring a high level of customer satisfaction.

This position has a medium/high travel requirement, about 35/45% of working time to cover the territory.

The Senior Manager, US Customer Training and Demand Management will also gather customer and market intelligence, provide quarterly trend and performance analysis with suggested actions, improvement and investment required to increase US Training volumes and lead the helicopter training market in the region.

The senior manager, US Customer Training and Demand Management, will have fiduciary responsibility for business conduct, travel expenses, budget management and corporate credit card use.

2. Essential Duties and Responsibilities: (Specifically describe the essential duties and responsibilities in order of estimated percentage of time that is spent on each).

Hereafter the team and areas under the responsibility of the Senior Manager, US Customer Relationship and Demand Management:

Ø Customer Account Management

Ø US Training Operations Control

Ø Contracts, Proposal and Administration

Together with the assigned team, the Senior Manager, US Customer Relationship and Demand Management will be responsible for:

Ø Act as primary interface with Customer for their training needs / requirements

Ø create the training schedule with the dedicated SW tool, defining and implementing the monthly, weekly/daily/hourly student schedule for all the training period and training courses from the incoming day to the end of training activities;

Ø to manage the Training annexes and the specific Training Services Agreement, issue day-to-day Orders and Proposals and manage credits of the assigned areas;

Ø to manage the training implementation, through a cross functional collaboration with the other stakeholders within and outside the LH TA organization;

Ø to create and maintain an effective contract reporting in order to ensure the workload prediction and resource allocation;

Ø to organize and manage the relevant training execution and logistics as well as not recurrent activities linked to training;

Ø to ensure Customer retention, providing the issues to focus on and advising training opportunities to pursue;

Ø to manage Customer issues / complaints and the relevant action planning.

In addition, the Senior Manager, US Customer Relationship and Demand Management is also responsible for:

Ø coordinating and communicating with Customer Training Demand Management headquarter in Italy (one single LH Training Academy).

Ø US Training Operations Cost-Price marginality metrics management.

Ø Provide delivery performance reporting to the Director of US Training Academy.

Duties and Responsibilities:

% of

Time

1.

Lead and manage different training dept functions to include, Administration, Scheduling & Proposal, Business Development, Customer Satisfaction, Compliance, CTAMs to deliver LHD Training Services to North/Central/South American customer base comprised of ~1000 aircraft.

40

2.

P&L Responsibility ensuring the training department develops and delivers both business and customer objectives as defined in Annual Operating Plan to include revenue, cost, investments, customer satisfaction and employee fulfillment and compliance to internal and external requirements including international aviation regulatory authorities such as: FAA/EASA/TTCAA/ANAC/ENAC

20

3.

Working as part of Executive Team and WW Training Organization, develop strategic plans, annual budgets, market forecasts, supplier and partner relationships, Key Performance Indicators and continuous improvement plans to drive business growth as well as develop and execute Entry into Service plans for LHD product lines across North, Central and

South America.

15

4.

Deliver Employee Satisfaction through the active development of employees by

creating a dynamic and fulfilling work and team environment. Set clear goals and

objectives, provide meaningful positive/negative feedback and evaluations, develop staffing requirements aligned to business needs, Evaluate, hire and train new employees.

15

5.

Increase standardization and synergies within the Training Academies worldwide in

order to better optimize resources usage to maximize profitability and customer

satisfaction.

10

TOTAL:

100

3. Qualifications for Position:

A. Education

BA/BS Degree in Engineering, Business or equivalent. Master's Degree in Business Preferred

B. Experience

Seven years' experience in a similar role or equivalent combination of progressive leadership

experience. Program management experience, experience in sales/marketing

or in a management role inside one of our Training Academies are considered a plus.

C. Competencies & Attributes

1.

Creative ability, writing proficiency, visual graphics design ability.

2.

Excellent organizer, meticulous, and good public speaker at ease moderating large groups.

3.

Capable of Customer intimacy and able in Customer retention.

4.

Good Customer relationship skills. Ability to understand Customer Perspective

5.

Excellent Leadership and Motivational skills. Ability to create strong team environment.

D. Licensure/Certification

None

Originator: S. Giorgino Orig. Date: 7-6-2026 Rev. Date: 7-15-2026 Rev. Level: Doc.: Job Description Template