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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 key long-term relationships with decision-makers in your customer portfolio.
  • Develop and drive action plans to amaze those decision-makers' customer experience.
  • Proactively escalate to get issue resolution on behalf of your customers.
  • Be responsible and accountable for internal communication of customer priorities and the needs for all post-RFT items.
  • Be proactive and responsible to define portfolio's priorities and delivery of an issue resolution plan that meets the Service Level Agreement.
  • Lead governance presentations to accurately identify situations and related action plans.
  • Communicate with stakeholders during the management of a critical failure of a simulator (AOG).
  • Adapt well to an unpredictable/high-pressure environment and be able to remain focused on priorities.
  • General technical knowledge about flight simulator and aircraft, an asset.
  • Identify business opportunities for CAE and be a Promoter for CAE.
  • Actively participate in various continuous improvement activities.
  • Remain the focal point for your customers in all situations.

Our Ideal Candidate Has:

  • Minimum of eight (8) years of experience in a customer interaction role, in the aviation domain.
  • Bilingualism (French and English).
  • Knowledge of other languages and be culturally aware.
  • Influence leadership skills and team spirit.
  • Strong ability to prepare oral and written communications.
  • Results-oriented & Customer focused.
  • Lead critical situations on behalf of your customer.
  • Ability to play an influential role.
  • General technical knowledge about flight simulator and aircraft, an asset.
  • Experience working in a complex products environment.
  • Ability to travel, once or twice per year for a duration of approximately two weeks at a time.

CAE Offers:

  • Benefits: fully flexible for you 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.

Be part of the Vision

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Position Type

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Opportunity Employer

CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at.