Textron

Gestionnaire Experience Client / Customer Experience Manager

Textron • $90K — $120K *
Mirabel, QC J7J 0A1In-Person
Aerospace & Defense
5 - 7 years of experience
4 weeks ago
Job Overview by Ladders

Qualifications

  • Undergraduate Degree in Business, Sales, Engineering, Project Management, Aviation, or similar field.
  • 7+ years of aviation industry experience.
  • 3+ years in aircraft configurations, MRO/CRO operations, Project Management, or progressive leadership in an aircraft environment.
  • Polished communication and customer service skills.
  • Proficient in Salesforce and able to work with regulatory agencies.
  • Experience managing customers through the sales and delivery process.
  • Fluent in French and English, with strong writing skills.

Responsibilities

  • Maintain communication with Bell Regional Sales Manager throughout the welcome and delivery process.
  • Ensure aircraft delivery goals are met within budget and time constraints.
  • Lead post-purchase agreement and delivery activities, coordinating customer needs.
  • Evaluate purchase agreements for accuracy and functionality planning.
  • Lead interior and exterior design meetings with customers.
  • Manage customer communications for final aircraft customization and delivery logistics.
  • Schedule training with BTA for pilots and maintenance personnel.

Benefits

  • Group benefits plan and healthcare online services.
  • Retirement savings plan.
  • Average of 13 holidays and floating days.
  • Flexible working hours and potential for overtime compensation.
  • Educational assistance program to support further learning.
  • Reimbursement program for fitness-related expenses.
  • Employee and Family Assistance Program for wellness support.
Full Job Description
*** An english description will follow ***

Le gestionnaire de l'expérience client (GEC), dans le cadre des opérations commerciales, soutiendra l'équipe des ventes commerciales et représentera Bell auprès des clients, afin qu'ils deviennent les ambassadeurs de Bell et de nos produits. Dans ce rôle, vous développerez et gérerez des relations positives avec les clients en les guidant tout au long du processus d'achèvement et de livraison de l'aéronef. Diriger et gérer toutes les fonctions d'assistance, de la commande ferme d'aéronefs à la livraison de l'aéronef, et gérer le transfert au réseau d'assistance du marché secondaire.

Sommaire des responsabilités

  • Maintenir la communication et travailler en étroite collaboration avec le directeur régional des ventes de Bell pour obtenir du soutien tout au long du processus d'accueil chez Bell et de la livraison.
  • Responsable de l'atteinte des objectifs AOP de livraison d'aéronefs dans les limites du budget et des délais contractuels. Servir d'interface principale entre les clients et Bell, c'est-à-dire le directeur des ventes, les contrats, les opérations, les programmes et les services/agences de soutien réglementaire applicables guidant le client depuis la confirmation de la commande d'aéronef jusqu'à la livraison de l'aéronef.
  • Diriger toutes les révisions de configuration et de conception des accords/contrats/amendements après l'achat, les activités de livraison, la coordination des clients et répondre aux besoins des clients tout au long du processus - soutenus par les gestionnaires de configuration de modèles, la conception/l'ingénierie de personnalisation du centre de finition et d'autres parties prenantes de Bell
  • Évaluer les accords d'achat/contrats/amendements et établir un plan pour l'exactitude, la compatibilité, la fonctionnalité, les livrables, la livraison mois/année, la formation, les exigences d'expédition, etc.
  • Diriger la réunion de design intérieur et extérieur entre le client et l'équipe de style Bell
  • Gérer les communications entre le client et les équipes fonctionnelles de Bell pour finaliser la personnalisation de l'aéronef, la documentation et le transport vers le lieu de livraison final
  • Planifier une formation avec BTA (Pilot & Mx)
  • Surveiller le rythme de production des aéronefs pour respecter la date de livraison contractuelle
  • Responsable du maintien d'une connaissance approfondie des aspects techniques des aéronefs Bell, des capacités de mission, de la documentation technique, des exigences de conformité de navigabilité, des produits de rechange et des nouvelles options de personnalisation
  • Reste informé des exigences réglementaires nationales, fédérales et internationales relatives à la certification des aéronefs, à l'exportation, aux licences, aux taxes d'immatriculation, etc.
  • Gérer l'introduction des clients au réseau de soutien du marché secondaire de Bell, au CSE régional et au directeur des ventes du marché secondaire
  • Introduire le Plan Avantage Client
  • Maintenir un haut niveau de satisfaction client avec d'excellents scores NSDR et des scores d'enquête sur l'expérience de livraison


Exigences du poste / Qualifications

  • Diplôme de premier cycle universitaire en commerce, vente, ingénierie, gestion de projet, aviation ou domaine similaire.
  • Au moins 7 ans d'expérience dans l'industrie aéronautique.
  • Au moins 3 ans d'expérience dans les configurations d'aéronefs, les opérations MRO/CRO, la gestion de projet ou une expérience progressive en leadership dans un environnement opérationnel d'aéronefs.
  • Excellentes compétences en communication
  • Excellentes compétences en service à la clientèle
  • Excellentes compétences en communication écrite et verbale face aux clients
  • Compétences approfondies avec Salesforce
  • Capacité à travailler avec les organismes de réglementation, les clients et le personnel interfonctionnel
  • Expérience de la gestion d'un client depuis les ventes initiales jusqu'au processus d'acquisition et de livraison.
  • Capacité démontrée à travailler efficacement et en collaboration dans une organisation géographiquement dispersée.
  • Expérience de vente antérieure avec des articles de luxe de plus de 1 million de dollars.
  • Expérience antérieure dans l'industrie des giravions.
  • Expérience des produits Bell
  • Expérience en gestion de projet
  • Les qualifications FAA, TCCA ou EASA sont un plus
  • Expérience commerciale internationale
  • Compétences en langues étrangère
  • Connaissances fonctionnelles en français
  • Connaissances fonctionnelles en anglais, ce poste nécessite des communications en anglais avec les équipes de Bell hors Québec et/ou ses fournisseurs, partenaires et clients hors Québec


Toute autre combinaison de scolarité et d'expérience jugée équivalente pourra être considérée.

Avantages de travailler chez Bell Textron Canada

  • Programme d'assurances collectives et soins de santé virtuels
  • Régime d'épargne retraite
  • Moyenne de 13 jours fériés/mobiles
  • Possibilité de cumuler le temps supplémentaire en temps compensé jusqu'à concurrence de 40h par année
  • Politique d'horaire flexible
  • Programme d'aide à l'éducation
  • Programme de remboursement pour les frais de conditionnement physique
  • Programme d'aide aux employés et à la famille.


English

The Customer Experience Manager (CEM) as a part of Commercial Business Operations will support the commercial sales team and represent Bell to customers, so they become advocates for Bell and our products. In this role, you will develop and manage positive relationships with customers leading the customer through the aircraft completion and delivery process. Leading and managing all support functions from firm aircraft order thru delivery of the aircraft and manage the hand off to the aftermarket support network .

Summary of job description

  • Maintain communication and work closely with Bell Regional Sales Manager for support through the welcome to Bell process and delivery
  • Responsible for meeting aircraft delivery AOP goals within budget and within contracted time. Serve as primary interface between Customers and Bell i.e. Sales Manager, Contracts, Operations, Programs, and applicable regulatory support departments/agencies guiding the customer from aircraft order firmed through delivery of the aircraft.
  • Lead all post purchase agreement/contracts/amendments configuration and design reviews, delivery activities, customers coordination & support customer needs throughout the process - supported by model Configuration Managers, Completion Center Customizing Design/Engineering, and other Bell stakeholders
  • Evaluate purchase agreement/contracts/amendments and build plan for aircraft configuration data accuracy, compatibility, functionality, deliverables, delivery month/year, training, shipping requirments etc.
  • Lead Interior and Exterior Design meeting between the customer and Bell Styling Team
  • Manage communications between customer and Bell functional teams to finalize aircraft customizing, documentation and transportation to final delivery location
  • Schedule training with BTA (Pilot & Mx)
  • Monitor aircraft production pace to meet contractual delivery date
  • Responsible for maintaining a comprehensive knowledge of the technical aspects of Bell aircraft, mission capabilities, technical documentation, airworthiness compliance requirements, aftermarket products and new customizing options
  • Stays informed of State, Federal and International Regulation requirements related to aircraft certification, exportation, licensing, registration taxation, etc.
  • Manage the customers introduction to the Bell aftermarket support network, regional CSE and aftermarket sales manage
  • Introduce Customer Advantage Plan
  • Maintain a high level of customer satisfaction with excellent NSDR scores and Delivery Experience Survey scores


Minimum required qualifications

  • Undergraduate Degree in Business, Sales, Engineering, Project Management, Aviation, or similar field.
  • At least 7 years of aviation industry experience.
  • At least 3 years of experience in aircraft configurations, MRO/CRO operations, Project Management, or progressive leadership experience in an aircraft operational environment.
  • Polished communication skills
  • Excellent customer service skills
  • Excellent Customer facing written and verbal communication skills
  • Proficient skills with Salesforce
  • Ability to work with the regulatory agencies, customers, and cross-functional personnel
  • Experience managing a customer from initial sales through the acquisition and delivery process.
  • Demonstrated ability to work effectively and collaboratively in a geographically distributed organization.
  • Prior sales experience with >$1M luxury items.
  • Prior rotorcraft industry experience.
  • Bell product experience
  • Project Management experience
  • FAA, TCCA, or EASA ratings are a plus
  • International business experience
  • Foreign language skills
  • Functional knowledge in French is required.
  • Functional knowledge in English is required for this position, as it involves communication in English with Bell teams outside of Quebec and/or its suppliers, partners, and clients outside of Quebec.


Any other combination of schooling and experience deemed equivalent may be considered.

Benefits of working at Bell Textron Canada

  • Group benefits plan and Healthcare online services
  • Retirement savings plan
  • Average of 13 holidays/floating days
  • Possibility of banking overtime in compensated time up to 40 hours per year
  • Flexible schedule policy
  • Educational assistance program
  • Reimbursement program for fitness fees
  • Employee and Family Assistance Program


About Textron

Textron Inc. is a multi-industry company that leverages its global network of aircraft, defense, industrial and finance businesses to provide customers with innovative solutions and services. Textron is known around the world for its powerful brands such as Bell Helicopter, Cessna Aircraft Company, Jacobsen, Kautex, Lycoming, E-Z-GO, Greenlee, and Textron Systems.

Textron Careers

Joining Textron means becoming part of a global network of experienced professionals and leaders who are committed to driving innovation and excellence in various industries. At Textron, we offer a multitude of job opportunities that allow you to explore your potential and advance your career in a dynamic and supportive environment.

Work You’ll Do

At Textron, you will engage in meaningful work that makes a real impact. Whether you are in engineering, finance, manufacturing, or IT, every position contributes to our culture of innovation and leadership. Our team is dedicated to developing solutions that not only meet but exceed the needs of our customers across the globe.

Explore Our Diverse Opportunities

Textron is not just a company; it's a community where growth and development are encouraged. From entry-level positions to leadership roles, the diversity of paths available ensures that your career journey is uniquely yours. We offer professional development through a variety of training programs and mentorships, designed to enhance your skills and broaden your perspectives.

Internship Programs

Kickstart your career with a Textron internship. Our programs provide invaluable industry experience and a chance to see how your studies apply to real-world scenarios. Interns at Textron gain hands-on experience, work alongside seasoned professionals, and participate in projects that challenge and grow their skills.

Benefits and Culture

Textron is committed to the well-being and continuous growth of our employees. We offer competitive benefits packages that support the health, happiness, and security of our team and their families. Our culture is built on a foundation of respect, diversity, and inclusion, where everyone’s contribution is valued.

Join Our Team

We are always looking for curious, creative, and solution-driven team players. Search open positions that match your skills and interests on our Textron Jobs portal. We look for individuals who are passionate about making a difference and ready to contribute to our culture of excellence.

Leadership and Development

Prepare to lead at Textron. Our leadership programs are designed to foster the next generation of industry leaders, equipped with the tools to innovate and drive success. Through targeted training and hands-on experience, you’ll develop the leadership skills necessary to advance within the company.

Stay Connected

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Networking and Career Growth

Enhance your career through Textron’s extensive networking opportunities. Connect with colleagues and leaders through our internal platforms and community events, helping you to build relationships and advance your career.

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Learn more about Textron
Size
33,000 employees
Market Cap
$14.6 billion
Industry
Aerospace & Defense
Net Income
$309 million
Founded
1923
5 Year Trend
-2.1%
Revenue
$11.6 billion
NASDAQ
TXT
* Ladders Estimates

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