Customer Experience Manager

BELL TEXTRON CANADA; Quebec; On-site; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance customer relationships and ensure seamless aircraft delivery. This role involves collaborating with sales and technical teams, guiding customers through the aircraft completion process, and ensuring satisfaction with exceptional service. The ideal candidate will have a strong background in aviation, polished communication skills, and a passion for customer experience. Join a pioneering company dedicated to shaping the future of aviation and make a significant impact in a dynamic environment.

Benefits

80 hours of Personal Time Off (PTO)

120 hours Vacation time

12-13 paid holidays per year

6 weeks parental leave

Tuition reimbursement

Comprehensive health insurance

On-site fitness center

Access to Employee Resource Groups

Qualifications

• 7+ years of aviation industry experience required.
• 3+ years in aircraft configurations or project management.

Responsibilities

• Manage customer relationships through aircraft delivery process.
• Coordinate between customers and internal teams for aircraft orders.

Skills

Polished communication skills

Excellent customer service skills

Proficiency with Salesforce

Ability to work with regulatory agencies

Experience in aviation industry

Education

Bachelor's Degree in Business

Bachelor's Degree in Engineering

Bachelor's Degree in Project Management

Bachelor's Degree in Aviation

Tools

Salesforce

Job description

Customer Experience Manager

Job Number: 330716

We’re more than aviation experts, we’re pioneers. We challenge what’s possible. From breaking the sound barrier to advanced tiltrotor systems. Today, Bell is shaping the future of aviation through specialized engineering. And we want you.

Commercial Business Operations Team

Bring your experience and join the Commercial Business Operations team as a Customer Experience Manager (CEM). You’ll support the Commercial Sales team, representing Bell to customers, and advocating for Bell and our products. You will leverage your skills by developing and managing customer relationships, leading the customer through aircraft completion and the delivery process. You will lead and manage all support functions from firm aircraft orders through delivery of the aircraft and manage the hand-off to our aftermarket support network.

What you’ll be doing as a Customer Experience Manager

• Maintain communication and work closely with Bell Regional Sales Manager for support through the welcome to Bell process and delivery. Meet aircraft delivery AOP goals within budget and within contracted time. Serve as primary coordinator between customers and others at Bell i.e. Sales Manager, Contracts, Operations, Programs, and applicable regulatory support departments/agencies guiding the customer from aircraft order firmed through delivery of the aircraft.
• Lead all post-purchase agreement/contracts/amendments configuration and design reviews, delivery activities, customers coordination & support customer needs throughout the process – supported by model Configuration Managers, Completion Center Customizing Design/Engineering, and other Bell stakeholders.
• Evaluate purchase agreement/contracts/amendments and build plan for aircraft configuration data accuracy, compatibility, functionality, deliverables, delivery month/year, training, shipping requirements etc. Help support Interior and Exterior Design meeting between the customer and Bell styling team. Manage communications between customer and Bell functional teams to finalize aircraft customizing, documentation and transportation to final delivery location. Monitor aircraft production pace to meet contractual delivery date.
• Maintain a comprehensive knowledge of the technical aspects of Bell aircraft, mission capabilities, technical documentation, airworthiness compliance requirements, aftermarket products and new customizing options. Stay informed of State, Federal and International Regulation requirements related to aircraft certification, exportation, licensing, registration taxation, etc.
• Manage the customer’s introduction to the Bell aftermarket support network, regional CSE and aftermarket sales manager. Maintain a high level of customer satisfaction with excellent NSDR scores and Delivery Experience Survey scores.
• Other duties as assigned.

Qualifications

Skills You Bring To this Role

• Polished communication skills.
• Excellent customer service skills.
• Excellent customer facing written and verbal communication skills.
• Proficiency with Salesforce.
• Ability to work with the regulatory agencies, customers, and cross-functional personnel.
• We are looking for experienced, driven aviation personnel with a passion for customer experience.

What you need to be successful

• Minimum 7 years of aviation industry experience is required.
• Minimum 3 years of experience required in aircraft configurations, MRO/CRO operations, Project Management, or progressive leadership experience in an aircraft operational environment.
• Bachelor's Degree in Business, Sales, Engineering, Project Management, Aviation, or related field.

Preferred

• Experience managing a customer from initial sales through the acquisition and delivery process.
• Demonstrated ability to work effectively and collaboratively in a geographically distributed organization.
• Prior sales experience with >$1M luxury items.
• Prior rotorcraft industry experience.
• A&P License or Pilot license.
• Bell product experience.
• Project Management experience.
• FAA, TCCA, or EASA ratings are a plus.
• International business experience.
• Foreign language skills.

What we offer you in return

• 80 hours of Personal Time Off (PTO).
• 120 hours Vacation time.
• 12-13 paid holidays per year.
• 6 weeks parental leave.
• Tuition reimbursement.
• Competitive salary.
• Comprehensive health insurance.
• On-site Bell Piney Flats fitness center (employees only).
• Access to Employee Resource Groups.
• And so much more.

It’s time to make your mark on the future of aviation. Join us on this mission, and let’s make history together.

We are on a journey to amplify innovation, cultivate purpose and bridge experiences by fostering a culture that is driven by unique perspectives, voices and values.

EEO Statement
Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of race, color, religion, age, national origin, military status, veteran status, disability, sex (including pregnancy and sexual orientation), genetic information or any other characteristic protected by law.

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). Non-U.S. persons selected must meet eligibility requirements for access to export-restricted information. The ITAR/EAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

Recruiting Company: Bell Textron Inc.

Primary Location: US-Tennessee-Piney Flats

Job Field: Sales

Schedule: Full-time

Job Level: Manager without Direct Reports

Shift: First Shift

Relocation: Available

Job Posting: 03/03/2025, 2:06:23 PM