Customer Experience Manager

About This Role

Manage client relationships and ensure customer satisfaction: • Cultivate and maintain strong, long-term relationships with key clients. • Serve as the primary point of contact for client inquiries, concerns, and escalations. • Proactively engage with clients to identify opportunities for improvement and innovation. •

Support key customer account and business development strategies: • Develop and implement strategic account plans aligned with both client and company objectives. • Understand the client’s business objectives, challenges and needs to identify opportunities for account growth and expansion. • Collaborate closely in Sales team and with cross-functional teams (I.e. Business Development, proposals, pricing) to align strategies and support client goals. • Implement, track and present new leads and opportunities in Salesforce. •

Ensure customer satisfaction and service excellence: • Support customer governance sessions and ensure compliance with existing contracts. • Act as intermediary between different business units to ensure streamlined communications across customer meetings. • Review customer feedback surveys and launch initiatives to help improve survey results •

Support overall Training Center business operations by: • Develop and implement process improvement initiatives to streamline operations and enhance effectiveness. • Identify inefficiencies and bottlenecks in operational processes and workflows. • Provide guidance, and direction to the operations team (Communications rollout of the processes, procedures, etc.) • Foster a positive and collaborative work environment conducive to high performance and employee engagement. • Ensure compliance with relevant laws, regulations, and industry standards. I.e. Environment, Health and Safety Initiatives. • Co-ordinate with internal teams to stay up to date on changes in regulations and ensure operational processes are aligned accordingly.

Position Type                       

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Opportunity Employer 

CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.  

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at rh-hr@cae.com.