Customer Experience Lead, EMEAI

Are you fascinated with pilot training and how CAEs training devices are used to make air travel safer Are you interested to know more about our customers As a Customer Experience Lead you will have the opportunity to be at the fore front of executing CAEs vision to be the training partner of choice to build long lasting relationships with our customers. We are looking for relationships 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.

Description

• 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 portfolios 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

Minimum Qualifications

• 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

Preferred Qualifications

• 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

Benefits

• Group Insurance
• Telemedicine Employee and Family Assistance Program
• Employee Stock Purchase Plan
• Group RRSP
• CAE Pension Plan/Defined Benefit Plan
• Sabbatical Leave
• Flex Time
• Enhanced Parental Leave

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At CAE our mission is clear: to help make the world a safer place. For nearly 80 years weve driven innovation in simulation training and mission readiness to support critical operations worldwide. By leveraging advanced technologies we empower our customers to operate smarter faster and more sustainably. Join a purpose-driven organization where bold ideas are encouraged collaboration drives progress and your growth fuels our shared success.

CAE is committed to providing equal opportunities to all applicants regardless of race nationality color religion sex gender identity or expression sexual orientation disability neurodiversity veteran status age or other characteristics protected by law. We encourage applicants who may not meet every qualification to apply. Reasonable accommodations are availablecontact your recruiter or email if needed.

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As part of our process we may use AIsupported tools to help review applications with human decisionmaking at every step. CAE thanks all applicants for their interest. However only those whose background and experience match the requirements of the role will be contacted.