Citadel Completions LLC · 1 day ago
Customer Program Director
Lake Charles, LA, US
Full-time
Onsite
Director/Executive
6+ years expCitadel Completions LLC is seeking a Customer Program Director who will own the customer relationship for assigned accounts in their region. This role involves acting as the primary liaison for customer satisfaction, ensuring effective communication and management of internal processes to meet service delivery commitments.
AerospaceAir TransportationInterior Design
Responsibilities
Serves as the primary point of contact for assigned regional customers; builds trusted relationships with customer stakeholders and maintains a consistent communication cadence
Leads customer governance routines (e.g., weekly check-ins, monthly reviews) to review service performance, upcoming needs, open actions, and issue resolution
Coordinates internal alignment to ensure customer needs are understood, prioritized, and communicated across Operations, Planning, Supply Chain, Quality, and Finance
Owns the quoting lifecycle for assigned accounts in partnership with Quoting/Commercial teams, including intake, scope clarification, pricing inputs, turnaround time, and quote status tracking
Ensures contract processes are executed accurately and on time, including statement of work development, renewals, amendments, service-level expectations, and internal approvals
Manages commercial change control; ensures scope changes are documented, impacts are communicated, and pricing/contract updates are completed prior to execution where applicable
Acts as the escalation point for customer concerns; drives timely resolution by coordinating internal owners and maintaining proactive customer updates
Partners with Finance to support billing readiness and accuracy, including PO alignment (as applicable), invoice dispute triage, documentation needs, and customer-required billing formats
Maintains accurate customer records, commitments, and correspondence in designated systems; ensures decisions, approvals, and next steps are documented and visible
Identifies opportunities to improve the customer experience (communication, responsiveness, clarity of scope) and partners with internal teams to implement improvements
Supports growth within assigned accounts by identifying needs, coordinating capability discussions, and facilitating introductions and follow-up with Sales/Commercial leadership where applicable
Qualification
Required
Bachelor's degree in business, communications, operations management, or related field; equivalent experience considered
6+ years of experience in customer management, account management, customer success, commercial operations, contract administration, or service delivery in a B2B environment
Demonstrated experience managing quoting workflows and/or contract processes (e.g., scopes of work, renewals, approvals, change control)
Strong written and verbal communication skills, including comfort interfacing with customer stakeholders at multiple levels
Proven ability to coordinate cross-functional workstreams in a fast-paced, deadline-driven environment
Proficiency with SalesForce
Preferred
Experience supporting complex B2B service agreements with frequent scope changes, multiple sites/locations, or variable demand
Familiarity with commercial terms, pricing structures, service-level expectations, and basic margin/cost drivers
Experience in dispute resolution related to scope, pricing, service performance, or invoicing
Experience building customer-facing reporting and governance materials (scorecards, QBR/MBR decks)
Company
Citadel Completions LLC
Citadel Completions provides V/VIP luxury aircraft interiors for all variants of narrow- and wide-body aircraft.
201-500 employees
Funding
Current Stage
Growth StageRecent News
2025-07-29
PR Newswire UK
2025-04-15
Company data provided by crunchbase