Customer Experience & Ferry Flight Manager

Do you have Customer Experience, have you worked in complex industrial or aerospace environments, and would you like to progress and develop new skills? Then this job is for you!

The A220 commercial aircraft Programme is looking for a Customer Experience & Ferry Manager responsible for ensuring that quality service and hospitality are provided to Airbus customers while they are in Mirabel at the time of aircraft delivery up to and including the ferry flight.

You will be responsible for all types of activities leading to an efficient and successful ferry flight departure of a newly delivered aircraft to the customer from Mirabel to its final destination.

The team organization is established to promote cross-collaboration autonomously, supporting each other and learning collectively.

Your role as Customer Experience & Ferry Manager will be to drive exceptional customer hospitality during aircraft handovers and manage the seamless execution of ferry flight departures from Mirabel. You will act as the key liaison between Operations and customer to ensure a flawless delivery experience.

Your working environment:

The A220 commercial aircraft Programme is headquartered in Mirabel, in the greater Montreal area, where the vibrant city of Montreal is just a stone's throw away. Known for its peaceful and safe environment, the region offers a high quality of life for younger or experienced professionals and families, perfectly balancing career opportunities and outdoor activities that makes it a truly special place to call home.

How we care for you:

• Financial rewards: Attractive salary, annual bonus, group insurance plan, pension plan and share purchase plan.
• Work / Life Balance: A hybrid working policy (based on operational needs), on-site cafeterias and a highly competitive holiday policy.
• Wellbeing/Health: Employee Assistance Program (EAP), Discount Program, on-site Medical Service, access to a public shuttle service between Laval (Montmorency metro station) and Mirabel, and a carpooling application.
• Individual development: Great upskilling opportunities and development prospects with unlimited access to +10.000 e-learning courses to develop your employability, certifications, accelerated development programmes, national and international mobility.

Your challenges:

Customer Experience Manager

• Liaises with the Customers well before aircraft delivery on all matters related to travel and accommodation plans (including hotel and rental car bookings).
• Establishes site clearances with Security functions for an effective and smooth Customer/Visitors check-in process. Compiles and dispatches the customer's arrival notification to all applicable departments within Airbus Mirabel.
• Prepares and dispatches in a timely manner the Delivery Information Sheet (CDT) to customers and internal organizations.
• Prepares and arrange Customers' IT/wifi access and all required services during Customers' stay at the Delivery Centre.
• Attends Customer welcome meeting on day 1 of delivery, continues to host customer delivery team onsite until final departure of ferry flight.
• Plans and coordinates Customer lunches according to the weekly delivery schedule.
• Manages external restaurant reservations, distributes delivery dinner invitations to customers and internal stakeholders, and arranges transportation logistics.
• Supports the Transfer of Title Celebration.
• Supports organizing and coordinating special events for VIP visitors / customers.

Ferry Flight Manager

• Arranges with the customer/operator all details required by Airbus to prepare for the ferry flight departure.
• Collects and securely records guest personal data and government-issued identification in EasyStay, ensuring compliance with privacy standards and internal procedures.
• Conducts a Ferry Flight Meeting with customer/operator and all required Airbus departments at start of customer ground checks to arrange ferry flight departure and subsequent flight routing. In case of departure delays, ensures information flow to all affected organizations and coordinates new departure slots with them.
• Coordinates catering, fueling, aircraft servicing and pushback for departure with all involved departments on a timely basis.
• Supports customer fueling requirements for departure.
• Provisions catering, refreshments, and essential utility supplies for ferry flights, ensuring all items undergo mandatory security screening.
• At time of scheduled ferry flight, prepares General Declaration, Passenger, Cargo and Aircraft Manifest and ensures timely Crew/Passenger passport and visa control, if applicable.
• Releases the aircraft departure messages to internal and external organizations after aircraft departure and provides stand-by services until take-off.

Your profile

Qualified Experience and Training

• Education: Bachelor's Degree in Aviation, Hospitality, Communications, Business Administration or a related field.
• Required Experience:
  • 6 to 8 years of experience in a customer-facing environment.
  • Excellent customer service skills.
  • Demonstrated experience working in a high-tempo team environment.
• Travel Required: 5% Domestic and International

Qualified Skills

• Required:
  • Demonstrated ability of working within a high-tempo team.
  • Excellent customer service skills.
  • Flexibility and adaptability to schedule changes.
  • Strong aptitude for working in an international and culturally diverse environment.

Communication Skills

• Required: Fluent in spoken and written French and English.

Due to the sector of activity (aerospace), frequent contacts with Airbus entities worldwide, and interactions with suppliers and clients also located across the globe, proficiency in English is required for this position.

Possible on-call duties during week-ends and/or holiday seasons.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Not a 100% match? No worries! Airbus supports your personal growth with customized development solutions.

Take your career to a new level and apply online now!