Customer Experience Lead

Job title:

Customer Experience Lead

Company

CAE

Job description

About This RoleCustomer Experience LeadJob Summary:Are you fascinated with pilot training and how CAE’s training devices are used to make air travel safer? Do you thrive in a dynamic, fast-paced environment? Are you interested to know more about our customers? As a Customer Experience Lead, you will have the opportunity to be at the fore front of executing CAE’s vision to be the training partner of choice, to build long lasting relationships with our customers. We are looking for relationship builders, brand champions and candidates ready to take on their customers’ needs and represent them within the organization.Your challenges

• Drive customer loyalty by developing and securing long-term relationships with decision-makers in your account portfolio.
• Develop and drive action plans to build an amazing customer experience for those decision makers.
• Proactively escalate to get issue resolution on behalf 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 exceeds customer expectations.
• 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.

Your strengths

• Minimum of five (5) years of experience in a customer interaction role, in the aviation domain.
• Any combination of relevant training and experience will be considered.
• Strong communication and interpersonal skills.
• Bilingualism (French and English).
• Knowledge of Mandarin or other Asian languages is an asset.
• Be culturally aware and comfortable navigating Asian cultural norms.
• Influence leadership skills and team spirit.
• Strong ability to prepare oral and written communications.
• Results-oriented & Customer focused.
• Organized and pro-active.
• Lead critical situations on behalf of your customer.
• Excellent problem-solving and negotiation skills.
• Ability to play an influential role.
• General technical knowledge about flight simulator and aircraft, an asset.
• Experience working in a complex products environment.
• Flexible daily schedule to adjust to customers’ availabilities.
• Ability to travel multiple times per year for a duration of approximately two weeks at a time.
• Candidate may be located in Montreal or locally in Asia.

CAE will offer you:

• A dynamic and innovative environment in which to grow.
• A flexible work schedule and work from home policy.
• A flexible vacation program tailored by you and for you.
• A physical well-being program.
• A supplementary parental leave compensation program.
• Multiple opportunities to travel at our customers sites (50+ countries).
• A flex collective insurance program allowing you to tailor your coverage to your needs.
• A defined benefits pension plan and a group RRSP.
• An employee stock purchase plan with contribution from the employer.
• Free parking and a public transport fare subsidy program.
• A period of paid leave during the Holiday season.
• Access for free to a telemedicine application, an employee and family assistance program and various resource groups.
• The opportunity to work on a variety of projects within a multidisciplinary team.
• A stimulating career path and internal mobility.
• Recently renovated open spaces offices, facilitating collaboration, and improving ergonomics.
• A cafeteria and cafés offering a wide variety of quality meals.

Be part of the Vision!Nothing great in the world has ever been accomplished without passion!Come, share your passion!#LI-CG1Position Type RegularCAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.Equal Opportunity EmployerCAE 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 .

Expected salary

Location

Montreal, QC

Job date

Thu, 13 Jun 2024 06:55:04 GMT

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