Gestionnaire Experience Client / Customer Experience Manager

Textron Aviation; Mirabel; On-site; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance customer relationships and guide them through the aircraft delivery process. This role involves collaborating closely with sales and engineering teams to ensure a seamless experience for clients. You'll be pivotal in managing aircraft configurations and ensuring customer satisfaction through every stage of the delivery process. Join a dynamic team where your expertise in aviation and customer service will make a significant impact in shaping the future of aviation.

Benefits

Group insurance and virtual healthcare services

Retirement savings plan

Average of 13 holidays/floating days

Option to bank overtime hours

Flexible scheduling policy

Educational assistance program

Reimbursement for fitness expenses

Employee and Family Assistance Program

Qualifications

• 7+ years in the aviation industry with a focus on customer relations.
• Experience in aircraft configuration and project management.
• Bilingual proficiency in English and French.

Responsibilities

• Manage customer relationships throughout the aircraft delivery process.
• Coordinate with various teams to ensure customer satisfaction.
• Lead design meetings and oversee aircraft customization.

Skills

Customer Service Skills

Communication Skills

Project Management

Salesforce Proficiency

Bilingual (English and French)

Aviation Industry Experience

Education

Undergraduate degree in Business, Sales, Engineering, Project Management, Aviation

Tools

Salesforce

Job description

*** An english description will follow ***

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.

The Customer Experience Manager (CEM), as part of Commercial Business Operations, will support the commercial sales team and represent Bell to customers, helping them become advocates for Bell and our products. In this role, you will develop and manage positive relationships with customers, guiding them through the aircraft completion and delivery process. You will lead and manage all support functions from the firm aircraft order through delivery, and oversee the handoff to the aftermarket support network.

Summary of job description

• Maintain communication and work closely with the Bell Regional Sales Manager for support throughout the onboarding process and delivery.
• Responsible for achieving aircraft delivery AOP goals within budget and contractual timelines. Act as the primary interface between customers and Bell, including Sales Managers, Contracts, Operations, Programs, and regulatory support departments, guiding the customer from order confirmation to aircraft delivery.
• Lead all post-purchase agreement, contract, and amendment configuration and design reviews, delivery activities, customer coordination, and support customer needs throughout the process, supported by Model Configuration Managers, the Completion Center’s Customizing Design/Engineering team, and other stakeholders.
• Evaluate purchase agreements, contracts, and amendments, and develop plans for aircraft configuration data accuracy, compatibility, functionality, deliverables, delivery schedule, training, shipping requirements, etc.
• Lead interior and exterior design meetings between the customer and Bell Styling Team.
• Manage communications between the customer and Bell functional teams to finalize aircraft customization, documentation, and transportation to the final delivery location.
• Schedule training sessions with BTA (Pilot & Mx).
• Monitor aircraft production pace to meet contractual delivery dates.
• Maintain comprehensive knowledge of the technical aspects of Bell aircraft, mission capabilities, technical documentation, airworthiness requirements, aftermarket products, and new customization options.
• Stay informed of national, federal, and international regulations related to aircraft certification, export, licensing, registration, taxation, etc.
• Manage the customer’s introduction to Bell’s aftermarket support network, regional CSE, and aftermarket sales management.
• Introduce the Customer Advantage Plan.
• Maintain high customer satisfaction levels, evidenced by excellent NSDR scores and delivery experience survey results.

Minimum required qualifications

• Undergraduate degree in Business, Sales, Engineering, Project Management, Aviation, or a related field.
• At least 7 years of experience in the aviation industry.
• At least 3 years of experience in aircraft configuration, MRO/CRO operations, project management, or progressive leadership in an aircraft operational environment.
• Excellent communication skills.
• Strong customer service skills.
• Proficiency in written and spoken English and French.
• Proficiency with Salesforce.
• Ability to collaborate with regulatory agencies, clients, and cross-functional teams.
• Experience managing a customer from initial sale through acquisition and delivery.
• Ability to work effectively in a geographically dispersed organization.
• Experience selling luxury items over $1 million.
• Experience in the rotorcraft industry.
• Experience with Bell products.
• Project management experience.
• FAA, TCCA, or EASA certifications are a plus.
• International business experience.
• Foreign language skills.

Equivalent combinations of education and experience will be considered.

Benefits of working at Bell Textron Canada

• Group insurance and virtual healthcare services.
• Retirement savings plan.
• Average of 13 holidays/floating days.
• Option to bank overtime hours up to 40 hours per year.
• Flexible scheduling policy.
• Educational assistance program.
• Reimbursement for fitness expenses.
• Employee and Family Assistance Program.

Join our diverse and inclusive environment where you can feel a sense of belonging. Collaborate with dedicated teams, where diverse experiences, backgrounds, and ideas, combined with a passion for our products, drive us beyond the flight.

Bell Textron Canada Ltd. is committed to employment equity. We welcome applications from women, Indigenous peoples, visible minorities, and persons with disabilities.

Persons with disabilities can request assistance during the recruitment process if needed.