Customer Experience Lead, EMEAI

CAE•Montreal, QC

13d•Hybrid

About The Position

As a Customer Experience Lead, you will have the opportunity to be at the forefront of executing CAE’s vision to be the training partner of choice, to build long-lasting relationships with our customers. We are looking for relationship builders, brand champions and candidates ready to take on their customers needs and represent them within the organisation. As a Customer Experience Lead you are the link between CAE customers in Europe, the Middle East, Africa, and/or India and the technical support department. You ensure our customers are serviced by analyzing their needs and providing them the best solution possible. If you are both passionate about relationship management and aviation, this role will be a perfect fit.

Requirements

Approximately 5 years of experience in a customer interaction role
Bilingualism (French and English)
Strong ability to prepare oral and written communications
Lead critical situations on behalf of your customer.
Ability to play an influential role
Experience working in a complex products environment
Ability to travel, once or twice per year for a duration of approximately two weeks at a time: Europe, the Middle East, Africa, and/or India

Nice To Haves

Experience in the aviation domain
Results-oriented & Customer focused
Knowledge of other languages and be culturally aware
Influence leadership skills and team spirit
General technical knowledge about flight simulator and aircraft

Responsibilities

Develop and secure, key long-term relationships with decision makers in your customer portfolio
Develop and drive action plans to amaze those decision makers customer experience
Proactively escalate to get issue resolution on behalf your customers
Responsible and accountable for internal communication of customer priorities and the needs for all post-RFT items
Proactive and responsible to define portfolio’s priorities and delivery of an issue resolution plan that meets the Service Level Agreement
Lead governance presentations to accurately identify situations and related action plan
Communicate with stakeholders during the management of a critical failure of a simulator (AOG)
Adapt well to an unpredictable/high pressure environment and be able to remain focused on priorities
Identify business opportunities for CAE and be a promoter for CAE
Actively participate in various continuous improvement activities
Remain the focal point for your customers in all situations