Gestionnaire Experience Client / Customer Experience Manager

Textron•Mirabel, QC

10d

About The Position

The Customer Experience Manager (CEM), as part of Commercial Business Operations, will support the commercial sales team and represent Bell to customers, so they become advocates for Bell and our products. In this role, you will develop and manage positive relationships with customers leading the customer through the aircraft completion and delivery process. Leading and managing all support functions from firm aircraft order thru delivery of the aircraft and manage the hand off to the aftermarket support network.

Requirements

Undergraduate Degree in Business, Sales, Engineering, Project Management, Aviation, or similar field.
At least 7 years of aviation industry experience.
At least 3 years of experience in aircraft configurations, MRO/CRO operations, Project Management, or progressive leadership experience in an aircraft operational environment.
Polished communication skills
Excellent customer service skills
Excellent Customer facing written and verbal communication skills
Proficient skills with Salesforce
Ability to work with the regulatory agencies, customers, and cross-functional personnel
Experience managing a customer from initial sales through the acquisition and delivery process.
Demonstrated ability to work effectively and collaboratively in a geographically distributed organization.
Functional knowledge in French is required.
Functional knowledge in English is required for this position, as it involves communication in English with Bell teams outside of Quebec and/or its suppliers, partners, and clients outside of Quebec.
Any other combination of schooling and experience deemed equivalent may be considered.

Nice To Haves

Prior sales experience with >$1M luxury items.
Prior rotorcraft industry experience.
Bell product experience
Project Management experience
FAA, TCCA, or EASA ratings are a plus
International business experience
Foreign language skills

Responsibilities

Maintain communication and work closely with Bell Regional Sales Manager for support through the welcome to Bell process and delivery
Responsible for meeting aircraft delivery AOP goals within budget and within contracted time. Serve as primary interface between Customers and Bell i.e. Sales Manager, Contracts, Operations, Programs, and applicable regulatory support departments/agencies guiding the customer from aircraft order firmed through delivery of the aircraft.
Lead all post purchase agreement/contracts/amendments configuration and design reviews, delivery activities, customers coordination & support customer needs throughout the process – supported by model Configuration Managers, Completion Center Customizing Design/Engineering, and other Bell stakeholders
Evaluate purchase agreement/contracts/amendments and build plan for aircraft configuration data accuracy, compatibility, functionality, deliverables, delivery month/year, training, shipping requirments etc.
Lead Interior and Exterior Design meeting between the customer and Bell Styling Team
Manage communications between customer and Bell functional teams to finalize aircraft customizing, documentation and transportation to final delivery location
Schedule training with BTA (Pilot & Mx)
Monitor aircraft production pace to meet contractual delivery date
Responsible for maintaining a comprehensive knowledge of the technical aspects of Bell aircraft, mission capabilities, technical documentation, airworthiness compliance requirements, aftermarket products and new customizing options
Stays informed of State, Federal and International Regulation requirements related to aircraft certification, exportation, licensing, registration taxation, etc.
Manage the customers introduction to the Bell aftermarket support network, regional CSE and aftermarket sales manage
Introduce Customer Advantage Plan
Maintain a high level of customer satisfaction with excellent NSDR scores and Delivery Experience Survey scores