Customer Experience Manager

About This Role

Duties and Responsibilities:

• Role model customer-centric behavior and advocate for positive change while supporting the delivery of customer experience.
• Lead customer journey development by creating and maintaining a customer experience strategy to anticipate and meet customer needs based on local data and insights.
• Collaborate with stakeholders across the organization to review and drive end-to-end customer experience, ensuring alignment with organizational structures and intent.
• Contribute to developing a customer-centric culture and improving customer experience, including conversion and retention.
• Develop strategies to enhance CAE KL’s visibility across various platforms, focusing on print and online media.
• Identify, manage, and grow a network of industry clients; participate in professional organizations and networking activities to enhance CAE KL’s brand recognition.
• Lead monthly customer meetings and oversee the creation of internal and external newsletters and customer communications.
• Lead continuous improvement activities related to processes and procedures to support organizational objectives.
• Oversee day-to-day operations and manage a team of customer service support representatives.
• Oversee Procurement Lead and Visa and Immigration Lead for CAE KL.
• Manage Training Service Agreements with the Sales and Operations teams to ensure training service agreements are accurate, valid, and well-maintained in the system.
• Provide leadership and guidance to the team, fostering a collaborative and high-performance environment.
• Lead and support CAE’s local, regional projects and implementations as required, ensuring alignment with CAE's strategic goals.
• Drive cost optimization initiatives within the Customer Experience Department to enhance financial performance and service delivery.
• Proactively manage and follow up on outstanding payments from customers, working closely with the finance team and planning team to ensure timely collections and maintain healthy cash flow.
• Perform any other duties, assignments, or projects as assigned by the Manager to support the company’s objectives.

Customer Experience and Relationship Building

• Responsible for customer satisfaction levels in portfolio (build and deliver action plan related to customer satisfaction improvement) through interactions to meet customer needs and managing the customer life cycle.
• Reviewing and extracting insights from analytics with the aim to create a more tailored approach to customer engagement.
• Develop and participate in the tracking of customer outcome measurements of satisfaction and performance and report on progress.
• Engage in consultation with relevant stakeholders on issues associated with the success of customer experience projects and recommend improvements.
• Proactively escalate issues to management/executive level to ensure customer priorities are addressed.
• Lead and coordinate different stakeholders in initiatives aimed at improving the Net Promoter Score (NPS) by enhancing customer satisfaction and loyalty through targeted actions and strategies.

Governance / Reporting

• Provide monthly Customer Satisfaction Index reporting activities to internal stakeholders and clients within the defined timeframe/process.
• Provides analysis and reporting on customer experience projects and trends across the organization. Reporting findings and recommending changes to customer experience.
• Provide monthly status reporting on plans/status and forecast of outstanding items resolution.

Qualifications and Skills

• University Degree and minimum of 7 years’ of equivalent customer service industry experience.
• Excellent interpersonal and communication skills.
• Customer focused and attention to detail required.
• Excellent organizational skills and ability to manage and prioritize multiple issues simultaneously.
• Customer service orientation.
• Proficient in Microsoft Office, Excel and PowerPoint application.
• Working knowledge of customer service software, databases and tools.
• Awareness of industry’s latest technology trends and applications.
• Ability to think strategically and to lead.
• The ability to maintain calm under pressure.
• A thorough knowledge of the product or service the company they work for is offering.

CAE offers:

• an environment where your initiatives will be recognized and valued.
• the opportunity to work on a variety of projects on a multidisciplinary team.
• flexible schedules.
• attractive employee benefits.

Position Type: Regular

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.