Manager Customer Services-EN

CAE; Wien; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Relocation support

Job summary

CAE’s Vienna Business Aviation Training Centre is seeking a Manager of Customer Services to lead the Client Service team, enhance the client experience, and drive improvements using survey data. You will collaborate across functions to exceed targets and ensure exceptional service delivery.

The role includes on-site leadership in Vienna, relocation support, and close interaction with travel partners to offer high-quality travel options for clients.

Qualifications

• Ability to build strong client relationships across diverse teams.
• Excellent communication and interpersonal skills.
• Proven track record leading customer-focused teams.
• Strong problem-solving and negotiation abilities.

Responsibilities

• Lead and support the Client Service team to exceed expectations and maintain high service levels.
• Monitor survey results (Qualtrics) and provide data-driven insights.
• Drive improvements to enhance client experience from survey data and suggestions.
• Provide on-site client assistance to resolve issues and protect client relations.
• Manage relationships with CAE’s Travel Partner for high-quality travel options.
• Build proactive client relationships and communicate clearly across teams.
• Drive KPI development, tracking and continuous improvement.
• Collaborate across teams to exceed targets and contribute to a positive culture.

Skills

Relationship management

Excellent communication

Team leadership

Customer-centric

Tools

MS Office

Excel

Job description

Our Customer Service & Sales team is at the forefront of delivering excellence. By managing relationships, leading proactive solutions, and elevating the client experience, every interaction makes a difference. Join us to grow your career and contribute to CAE’s global mission of enhancing safety and readiness.

Join our Business Aviation Training Centre in Vienna (Schwechat) as a Manager of Customer Services and help shape the pilot training experience in Central Europe. You’ll be part of our Vienna Business Aviation Training leadership team, working at the intersection of operational excellence, customer experience, and employee development.

Our newest business aviation training centre in Vienna, Austria, is purpose-built to deliver advanced, simulator-based pilot training. The 8,000-square-metre facility is designed for growth—supporting up to nine Full Flight Simulators—and currently operates six state‑of‑the‑art devices, including the G550, Global 7500, Global 6000, Challenger 3500, Pilatus PC-24, and Phenom 100/300.

We offer a permanent (non-contract), full-time position. Occasional work on public holidays may be required based on customer needs. Relocation support to Vienna is available for the successful candidate.

What You’ll Do

• Lead and support the Client Service team, ensuring client expectations are consistently exceeded through superior service levels
• Regularly monitor survey results via the Qualtrics system, assigning cases and providing data as required.
• Seek and drive forward opportunities for improvement to enhance Client experience derived from survey data and suggestions.
• Provide on‑site client assistance to resolve problems and handle complaints in a manner that ensures good customer relations with emphasis on client retention
• Manage relationship with CAE’s Travel Partner to ensure clients are provided with high quality, good value travel and accommodation options.
• Build strong client relationships through proactive engagement, clear communication, and exceptional service
• Drive performance through KPI development, tracking, and continuous improvement
• Collaborate across teams to ensure key targets are exceeded
• Contribute to a positive, high‑performing team culture and support colleagues as needed
• Undertake additional responsibilities in support of business priorities as required

What You’ll Bring

• Excellent ability to execute and deliver on plans and drive cultural change
• Excellent communicator with the ability to build effective relationships across diverse teams
• Cultivate and maintain deep, long‑lasting customer relationships at multiple levels.
• Must be able to always maintain professionalism in the workplace
• Confident, well spoken, can capture customer’s attention by utilizing their superior negotiation and persuasive skills.
• Ability to function both autonomously and within a team
• Results‑driven mindset with a track record of delivering on commitments
• Problem‑solver who can identify and deliver optimal client‑focused solutions
• Experience leading others and influencing outcomes in a complex environment
• Highly organised, collaborative team player with strong attention to detail
• Confident using MS Office, particularly Word, Excel, and PowerPoint
• Ability to thrive in a multi‑disciplined organisation and leverage peer expertise

About CAE

At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we’ve driven innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more sustainably. Join a purpose-driven organization where bold ideas are encouraged, collaboration drives progress, and your growth fuels our shared success.

Position Type

Regular

Equal Opportunity & Accommodations

CAE is committed to providing equal opportunities to all applicants, regardless of race, nationality, color, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity, veteran status, age, or other characteristics protected by law. We encourage applicants who may not meet every qualification to apply. Reasonable accommodations are available—contact your recruiter or email [e-mail] if needed.

Data Privacy

Privacy Statement | CAE
As part of our process, we may use AI‑supported tools to help review applications, with human decision‑making at every step. CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.