Client Experience Manager 1

As Canada's private aviation leader, Execaire Aviation, with over 70 years of experience, is a leader in aviation solutions. Our fusion 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 over 550 dedicated professionals, embodying our values of professionalism and innovation. As a leader in aeronautical 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 engine, propelling us towards the future of aviation.

Join us and integrate into a team that embodies these values daily!

Summary

As a Client Experience Manager, you will be responsible for overseeing and improving the overall experience of our clients with us. You will ensure that every touchpoint throughout the client journey is optimized to meet, and even exceed, their expectations, ensuring their satisfaction and loyalty. You will play a crucial role in implementing client-centric strategies and initiatives and contribute to the growth of our business by identifying areas for improvement, refining processes, and strengthening brand reputation through exceptional client interactions. The incumbent is also responsible for training, directing, and supervising all customer service representative teams.

Responsibilities

• Comply with company policies and procedures, including all safety rules
• Collaborate closely with leaders and stakeholders to develop and implement effective client management strategies aligned with the company's goals and objectives
• Develop and nurture trusted relationships with our clientele by designing and implementing initiatives that enhance the overall client experience, fostering loyalty and promoting the client relationship
• Analyze customer feedback, surveys, and data to identify critical customer pain points to improve their journey and create a positive experience
• Advocate for customer needs at the management level and secure the necessary resources to implement improvements
• Foster employee development by empowering, coaching, and supporting our teams to perform at their best by providing exceptional service and adhering to customer-centric strategies
• Promote and lead annual client review committee meetings
• Establish appropriate prestige service standards per 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 rolled out across the organization

Requirements

• University degree in communications, business administration, marketing, or a related field
• 3 to 5 years of experience in customer service
• Experience in personnel management and team leadership
• 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
• Exceptional customer service skills
• Ability to innovate, be creative, and problem-solve
• Strong ability to adapt to change and evolving priorities
• Strong skills in onboarding, training, and team management
• Ability to manage multiple projects simultaneously with advanced time management skills
• Solid knowledge of Microsoft Office Suite and Google Suite

Our culture is driven by innovation, teamwork, and a constant commitment to excellence. Your career at Execaire Aviation is a journey of growth and development. We invest in our employees by offering comprehensive training programs and numerous opportunities to hone your skills. From mentorship to career advancement opportunities, we are committed to developing your potential and fostering a culture of continuous learning. Join us to redefine aviation standards and unlock your potential in an environment where your aspirations can truly flourish.

We celebrate diversity and believe in the strength of an inclusive work environment. 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. Join us to build a team that reflects the richness of aviation.