Leader de l'expérience client / Customer Experience Lead
Montreal - Cote-De-Liesse, QC, Canada
3d ago

CAE is a global leader in training for the civil aviation, defence and security, and healthcare markets. Backed by a 70-

year record of industry firsts, we continue to help define global training standards with our innovative virtual-to-live training solutions to make flying safer, maintain defence force readiness and enhance patient safety.

We have the broadest global presence in the industry, with 8,000 employees, 160 sites and training locations in over 35 countries.

Each year, we train more than 120,000 civil and defence crewmembers and thousands of healthcare professionals worldwide.www.cae.com

Leader de l’expérience client / Customer Experience Lead

Position Type : Regular


Role and Responsibilities

Sommaire du poste

À titre de responsable expérience client, vous serez le responsable d’un portfolio précis de clients Civils ayant des simulateurs en opération.

Vous serez un acteur clé dans le développement et le maintien de bonnes relations long terme avec nos clients.

Vos défis

  • Développer et livrer des plans d’actions visant l’amélioration de la satisfaction de nos clients.
  • Soulever de manière proactive les problèmes afin de les résoudre pour les clients.
  • Travailler en collaboration avec les équipes à l’interne pour optimiser l’expérience client.
  • Responsable des présentations de gouvernance pour apporter un diagnostic précis de la situation et les plans d’action associés.
  • Assurer les bonnes communications de la gestion d’une panne critique d’un simulateur (AOG).
  • Saisir les opportunités d’affaires pouvant être déployés chez nos clients.
  • Participer activement aux activités d'amélioration continue de l’équipe.
  • Vos forces

  • Minimum de 5 années d’expérience dans un rôle d’interaction avec les clients dans le domaine de l’aviation
  • Bilinguisme (français et anglais)
  • Connaissance d’une autre langue serait un atout
  • Habileté éprouvée pour les communications orales et écrites
  • Orienté résolution de problèmes
  • Orienté résultats
  • Rôle d’influence éprouvé
  • Avoir travaillé dans un environnement comportant des produits complexes
  • Job Summary

    As the Customer Experience Lead, you will be responsible for a specific portfolio of Civil clients who have simulators in operation.

    You will play a key role in developing and maintaining strong, long-term relationships with our customers.

    Your challenges

  • Develop and drive action plans to increase customer experience.
  • Proactively escalate to get issue resolution on behalf of the customers.
  • Collaborate with other teams to improve customer experience.
  • Lead governance presentations to accurately identify situations and related action plans.
  • Communicate with stakeholders during the management of a critical failure of a simulator (AOG).
  • Identify business opportunities for our customers.
  • Actively participate in various continuous improvement activities.
  • Your strengths

  • Minimum of five years of experience in a customer interaction role, in the aviation domain
  • Bilingualism (French and English)
  • Knowledge of other languages in an asset
  • Strong ability to prepare oral and written communications
  • Properly handle unexpected situations
  • Results-oriented
  • Ability to play an influential role
  • Experience working in an complex products environment.
  • CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

    Equal Employment Opportunity

    CAE is firmly committed to ensuring a positive and professional working environment in which all people are treated with dignity and respect.

    We aim to provide a fair and consistent method for filling job openings in support of equality of opportunity and cultural diversity within the company.

    The masculine gender is used throughout this job description solely to make the text easier to read and therefore applies to both men and women.

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