Responsable, Expérience Client - Manager, Customer experience

AJ Walter Aviation•Montreal, QC

About The Position

The Customer Experience Manager is responsible for managing and improving the overall customer journey and customer satisfaction across the organization. This role focuses on ensuring the implementation of customer experience initiatives, supporting a customer-centric culture, and maintaining consistent, high-quality interactions throughout the customer lifecycle. The incumbent works closely with internal teams, including Sales, Purchasing, and Engineering, to deploy strategies that enhance customer engagement and satisfaction.

Requirements

Previous experience in customer experience, customer service, or a related role; experience in the aviation industry is considered an asset.
Experience in a supervisory or team lead role.
Degree in Business Administration, Marketing, or a related field. Pertinent experience will also be considered.
Strong analytical skills with the ability to interpret data and support decision-making.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
Experience implementing or supporting customer experience initiatives.
Strong customer-oriented mindset and solid understanding of customer needs and expectations.
Strong organizational and problem-solving skills.
Bilingualism (French and English) required, both spoken and written, to ensure effective communication with all internal and external stakeholders.

Responsibilities

Support the development and implementation of customer experience initiatives throughout all post-sales interactions.
Implement customer experience programs aligned with company objectives, ensuring continuous improvement in customer satisfaction, retention, and overall customer value.
Manage the day-to-day operations of the customer service department, including coaching, training, and performance management of the team.
Monitor key performance indicators (KPIs) related to customer experience and ensure service levels and established objectives are achieved. Prepare regular reports on customer experience performance and provide recommendations to management.
Collaborate with Production, Sales, Purchasing, and Engineering teams to improve customer interactions and ensure alignment throughout the customer journey.
Gather and analyze customer feedback and available data to identify trends, issues, and opportunities for improvement. Recommend and implement corrective actions when necessary.
Contribute to continuous improvement initiatives aimed at optimizing processes, tools, and customer interactions.
Stay informed of industry trends and best practices related to customer experience and recommend relevant improvements.
Support and guide the team in managing customer escalations by ensuring effective, professional resolutions aligned with company standards.