Manager Client Experience

I.M.P. Group International Inc.; Dorval; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player in aviation solutions is seeking a Manager of Client Experience to enhance client satisfaction and loyalty. This pivotal role involves overseeing the client journey, implementing strategies for improvement, and fostering a client-centric culture. The ideal candidate will have a strong background in client service, team leadership, and excellent communication skills in both English and French. Join a dynamic team committed to innovation and excellence, where your contributions will significantly impact the client experience and the company's growth.

Benefits

Extensive training programs

Mentorship initiatives

Career advancement pathways

Inclusive workplace culture

Qualifications

• 3-5 years of client service experience required.
• University degree in relevant fields is necessary.
• Strong verbal and written communication skills in English and French.

Responsibilities

• Oversee and enhance overall client experience.
• Implement client-centric strategies and initiatives.
• Train and supervise Client Service Representative teams.

Skills

Client Service Experience

People Management

Analytical Skills

Communication Skills

Digital Marketing Tools

Problem-Solving

Time Management

Education

University Degree in Communications

Business Administration

Marketing

Tools

Microsoft Office Suite

Google Suite

Job description

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As Canada’s premier private jet company with a legacy spanning over 60 years, Execaire Aviation leads the way in aviation solutions. Setting the standard in aviation excellence, we redefine the way you fly, ensuring unparallelled service and unforgettable experience. Our success is driven by a team of over 550 dedicated employees who all share the same vision. As a leading provider of aviation solutions and operators of private jets, we offer a complete range of services including aircraft management, aircraft maintenance, aircraft charter and sales, as well as FBO services. At Execaire Aviation, our foundation is built on unwavering core values. Safety is our compass, guiding every operation. Excellence is the standard we uphold in every task. Innovation is our driving force, propelling us into the future of aviation.

Join us and be a part of a team that lives and breathes these values every day!

As Manager Client Experience, you will be responsible for overseeing and enhancing the overall experience that our clients have with us. You will ensure that every touchpoint along the client’s journey is optimized to meet or exceed their expectations, ultimately driving client satisfaction and loyalty. You will play a pivotal role in implementing client-centric strategies and initiatives and will contribute to the growth of our business by identifying areas for improvement, refining processes, and enhancing brand reputation through exceptional client interactions. The incumbent is also responsible for the training, directing, and supervision of all Client Service Representative teams.

• Adhere to Company Policies & Procedures including all safety regulations
• Collaborate closely with executives and stakeholders to develop and implement effective client management strategies aligned with the company’s goals and objectives
• Build and nurture trusting relationships with our clientele by designing and executing initiatives that enhance the overall client experience, fostering repeat business and client advocacy
• Analyze client feedback, surveys, and data to identify client pain points to improve the client journey and create a positive experience
• Advocate client needs at the executive level and securing the necessary resources to implement improvements
• Foster employee development by empowering, coaching, and supporting our teams to be their very best in delivering exceptional service and adhering to client-focused strategies
• Champion / Lead Annual Client Review Board meetings
• Establish proper Prestige Service Standards per Occupation for all employees that may have various touch points throughout the Client Journey
• Work closely with Training Department to establish proper Client Service training standards to be rolled out throughout entire organization

Requirements

• University Degree in Communications, Business Administration, Marketing or a related field
• 3-5 years of client service experience
• Experience in people management and team leadership
• Excellent verbal and written communication skills in both English and French
• Advanced analytical skills to boostdata-driven decisions
• Experience with digital marketing tools and social media
• Ability to inspire and lead a team
• Innovative, creative, and problem-solving abilities
• Strong adaptability to change and evolving priorities
• Strong onboarding, training, and team management abilities
• Ability to manage multiple projects simultaneously with advanced time management skills
• Strong knowledge of Microsoft Office Suite, Google Suite

Our careers culture is fueled by innovation, teamwork, and a commitment to excellence. Your career at Execaire Aviation is a journey of growth and development. We invest in our team members, offering extensive training programs and ample opportunities to enhance your skills. From mentorship initiatives to career advancement pathways, we are dedicated to nurturing your potential and fostering a culture of continuous learning. Join us in redefining aviation standards and unleashing your potential in an environment where your aspirations can take flight!

We celebrate diversity and believe in the power of an inclusive workplace. At Execaire Aviation, we embrace unique perspectives and backgrounds, recognizing that diversity drives innovation and creativity. We strive for a work environment where everyone feels respected, valued, and empowered to contribute their best. Join us in building a team that reflects the vibrant tapestry of aviation.