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Customer Experience Manager

2 months ago

Montreal, Quebec, Canada CAE Full time
About This Role

We are seeking a highly skilled Customer Experience Lead to join our team at CAE. As a key member of our organization, you will be responsible for building and maintaining strong relationships with our customers, driving customer satisfaction, and identifying business opportunities for CAE.

The Role We Are Offering You
  • Develop and secure long-term relationships with decision-makers in your customer portfolio.
  • Develop and drive action plans to deliver exceptional customer experiences.
  • Proactively escalate issues to ensure timely resolution on behalf of your customers.
  • Communicate customer priorities and needs to internal stakeholders.
  • Define portfolio priorities and delivery of issue resolution plans that meet Service Level Agreements.
  • Lead governance presentations to identify situations and related action plans.
  • Communicate with stakeholders during critical failure situations.
  • Adapt to high-pressure environments and remain focused on priorities.
  • General technical knowledge of flight simulators and aircraft is an asset.
  • Identify business opportunities for CAE and promote the company.
  • Participate in continuous improvement activities.
Our Ideal Candidate
  • Minimum 8 years of experience in customer interaction roles in the aviation domain.
  • Bilingualism in French and English.
  • Knowledge of other languages and cultural awareness.
  • Influence leadership skills and team spirit.
  • Strong ability to prepare oral and written communications.
  • Results-oriented and customer-focused.
  • Ability to lead critical situations on behalf of customers.
  • General technical knowledge of flight simulators and aircraft is an asset.
  • Experience working in complex products environments.
  • Ability to travel for approximately two weeks at a time.
CAE Offers
  • Benefits: fully flexible to choose what is important.
  • Retirement: Defined Benefits Retirement Plan & Group Registered Retirement Savings Plan (RRSP).
  • Financial Perks: Employee Stock Purchase Plan & numerous corporate discounts.
  • Personal and Family Programs: Physical Wellness Plan & Supplementary Maternity Plan.
  • Work-Life Balance: Flextime & California Fridays all year.
  • Fun at work: social and community events all-year round.

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