Gestionnaire Experience Client / Customer Experience Manager

Bell; Mirabel; On-site; CAD 80,000 - 110,000; Full time

Job summary

Join a pioneering company in the aviation industry as a Customer Experience Manager, where you will play a vital role in shaping customer relationships and ensuring successful aircraft deliveries. You will collaborate closely with sales teams and oversee the entire customer journey from order to delivery. This position offers the opportunity to work with cutting-edge technology and contribute to innovative aircraft solutions. With a commitment to customer satisfaction and a dynamic work environment, this is your chance to make a significant impact in a forward-thinking organization.

Benefits

Group insurance and virtual healthcare plans

Retirement savings plan

Average of 13 holidays/floating days

Possibility to bank overtime

Flexible scheduling policies

Educational assistance programs

Reimbursement for fitness expenses

Employee and Family Assistance Program

Qualifications

• 7+ years of experience in the aviation industry, with a focus on customer relations.
• Experience managing aircraft configurations and project management in aviation.
• Proven ability to communicate effectively in both French and English.

Responsibilities

• Manage customer relationships throughout the aircraft delivery process.
• Lead design meetings and coordinate with various teams for aircraft customization.
• Ensure high customer satisfaction scores and compliance with delivery timelines.

Skills

Customer Service Skills

Communication Skills

Salesforce Proficiency

Project Management

Aviation Knowledge

Regulatory Knowledge

Education

Undergraduate degree in Business

Undergraduate degree in Engineering

Undergraduate degree in Project Management

Undergraduate degree in 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, turning them into 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 to delivery and oversee the handoff to the aftermarket support network.

Summary of job description

• Maintain communication and collaborate closely with the Bell Regional Sales Manager for support throughout the onboarding and delivery process.
• 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 configuration managers, design/engineering teams, and other stakeholders.
• Evaluate purchase agreements and build plans for aircraft configuration data accuracy, compatibility, functionality, deliverables, delivery timeline, training, shipping requirements, etc.
• Lead interior and exterior design meetings between the customer and Bell styling team.
• Manage communications between the customer and Bell's 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 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, exportation, licensing, registration, taxation, etc.
• Manage the introduction of customers to Bell's aftermarket support network, regional CSE, and aftermarket sales management.
• Introduce the Customer Advantage Plan.
• Maintain high customer satisfaction scores, including NSDR and delivery experience surveys.

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 configurations, MRO/CRO operations, project management, or progressive leadership in an aircraft operational environment.
• Excellent communication skills.
• Strong customer service skills.
• Proficiency with Salesforce.
• Ability to work with regulatory agencies, customers, and cross-functional teams.
• Experience managing a customer from initial sale through acquisition and delivery.
• Proven ability to work effectively in a geographically dispersed organization.
• Prior sales experience with luxury items over $1 million.
• Experience in rotorcraft industry.
• Experience with Bell products.
• Project management experience.
• FAA, TCCA, or EASA certifications are a plus.
• International business experience.
• Knowledge of foreign languages.
• Functional knowledge of French is required.
• Functional knowledge of English is required for communication with Bell teams outside Quebec and international partners.

Any other combination of education and experience deemed equivalent may be considered.

Benefits of working at Bell Textron Canada

• Group insurance and virtual healthcare plans.
• Retirement savings plan.
• Average of 13 holidays/floating days.
• Possibility to bank overtime as compensated time up to 40 hours per year.
• Flexible scheduling policies.
• Educational assistance programs.
• 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, enthusiastic teams where diverse experiences and ideas, combined with a passion for our products, drive us beyond flight.

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

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