Customer Experience Manager 1

As a leading private aviation company in Canada, Execaire Aviation, with over 70 years of experience, is a leader in aviation solutions. Our blend of tradition and progress ensures that our private aviation solutions continue to set new standards of excellence for private aviation companies. Our success is built on a team of more than 550 dedicated professionals who embody our values of professionalism and innovation. As a provider of aviation solutions and private jet operators, we offer a full range of services including aircraft management, aircraft maintenance, aircraft charter and aircraft sales, as well as FBO services. At Execaire Aviation, our core values are strong and unwavering. Safety guides all our operations. Excellence is our standard for every task, and innovation is our driving force, propelling us toward the future of aviation.

Join us and become part of a team that embodies these values every day!

Summary

As the Customer Experience Manager, you will be responsible for overseeing and improving our clients' overall experience with us. You will ensure that every touchpoint throughout the customer journey is optimized to meet or exceed expectations to satisfy and retain customers. You will play a key role in implementing customer-centric strategies and initiatives and contribute to our company's growth by identifying areas for improvement, refining processes, and strengthening brand reputation through exceptional customer interactions. The role is also responsible for training, leading, and supervising all customer service representative teams.

Responsibilities

• Adhere to company policies and procedures, including all safety rules
• Work closely with leadership and stakeholders to develop and implement effective customer management strategies aligned with company goals and objectives
• Build and nurture trusted relationships with our clientele by designing and implementing initiatives that enhance the overall customer experience, thereby promoting retention and advocacy
• Analyze customer feedback, surveys, and data to identify customer pain points and improve their journey to create a positive experience
• Advocate for customer needs at the management level and secure the resources required to implement improvements
• Foster employee development by empowering, mentoring, and supporting our teams so they can perform at their best, provide exceptional service, and follow customer-focused strategies
• Promote and lead the annual customer review committee meetings
• Establish appropriate premium service standards by profession for all employees who may have various touchpoints throughout the customer journey
• Work closely with the training department to establish customer service training standards to be deployed across the organization

Requirements

• University degree in communications, business administration, marketing, or a related field
• 3 to 5 years of customer service experience
• Experience managing staff and leading teams
• Excellent oral and written communication skills in English and French
• Advanced analytical skills to make data-driven decisions
• Experience with digital marketing tools and social media
• Ability to inspire and lead a team
• Excellent customer service skills
• Creativity, innovation, and problem-solving ability
• Strong adaptability to change and shifting priorities
• Solid onboarding, training, and team management skills
• Ability to manage multiple projects simultaneously with advanced time management skills
• Strong knowledge of Microsoft Office and Google Workspace

Benefits

Our culture is driven by innovation, teamwork, and a continuous commitment to excellence. A career at Execaire Aviation is a path of growth and development. We invest in our people by offering comprehensive training programs and many opportunities to sharpen your skills. From mentorship to advancement opportunities, we are committed to developing your potential and fostering a culture of continuous learning. Join us to help redefine aviation standards and unlock your potential in an environment where your aspirations can truly thrive.

Diversity & inclusion

We celebrate diversity and believe in the strength of an inclusive workplace. At Execaire Aviation, we value unique perspectives and backgrounds, recognizing that diversity drives innovation and creativity. We strive to create a workplace where everyone feels respected, valued, and encouraged to do their best.