Customer Experience Manager (Aviation)
Bell is more than just an aviation expert; it is a pioneer dedicated to pushing the boundaries of possibility. From breaking the sound barrier to developing advanced tiltrotor systems, Bell shapes the future of aviation through specialized engineering. The company seeks passionate individuals to join its team.
The Customer Experience Manager (CEM), operating within Commercial Business Operations, plays a crucial role in supporting the commercial sales team and serving as Bell's representative to customers. This position aims to transform customers into enthusiastic advocates for Bell and its products. The CEM develops and maintains positive customer relationships, guiding clients through the aircraft completion and delivery process. The role involves leading and managing all support functions from the initial firm aircraft order through delivery and facilitating a smooth transition to the aftermarket support network.
Key Responsibilities:
- Maintains close communication and collaboration with Bell Regional Sales Managers to support the customer's journey from initial welcome through delivery.
- Accountable for achieving aircraft delivery Annual Operating Plan (AOP) goals within budget and contractual timelines.
- Serves as the primary liaison between Customers and various Bell departments, including Sales Management, Contracts, Operations, Programs, and relevant regulatory support agencies, guiding the customer from order confirmation to aircraft delivery.
- Leads all post-purchase agreement configuration and design reviews, delivery activities, and customer coordination, addressing customer needs throughout the process with support from Configuration Managers, Completion Center teams, and other Bell stakeholders.
- Evaluates purchase agreements, contracts, and amendments to ensure accuracy, compatibility, and functionality of aircraft configuration data, deliverables, delivery schedules, training, and shipping requirements.
- Facilitates Interior and Exterior Design meetings between customers and the Bell Styling Team.
- Manages communications between customers and Bell functional teams to finalize aircraft customization, documentation, and transportation to the final delivery location.
- Arranges training schedules with Bell Training Academy (Pilot & Maintenance).
- Monitors the aircraft production pace to ensure adherence to the contractual delivery date.
- Responsible for maintaining comprehensive knowledge of Bell aircraft technical aspects, mission capabilities, technical documentation, airworthiness compliance requirements, aftermarket products, and new customizing options.
- Stays informed on State, Federal, and International regulatory requirements related to aircraft certification, exportation, licensing, registration taxation, and other relevant matters.
- Manages the introduction of customers to Bell's aftermarket support network, including regional Customer Service Engineers and aftermarket sales representatives.
- Introduces the Customer Advantage Plan to clients.
- Strives to maintain a high level of customer satisfaction, reflected in excellent Net Service and Delivery Response (NSDR) scores and positive Delivery Experience Survey results.
Minimum Qualifications:
- Undergraduate Degree in Business, Sales, Engineering, Project Management, Aviation, or a related field.
- At least seven (7) years of experience in the aviation industry.
- A minimum of three (3) years of experience in aircraft configurations, MRO/CRO operations, Project Management, or progressive leadership experience within an aircraft operational environment.
- Possesses polished communication skills.
- Demonstrates excellent customer service skills.
- Exhibits excellent customer-facing written and verbal communication skills.
- Proficient skills with Salesforce.
- Ability to effectively collaborate with regulatory agencies, customers, and cross-functional personnel.
- Experience managing a customer relationship from initial sales through the acquisition and delivery process.
- Proven ability to work effectively and collaboratively within a geographically dispersed organization.
- Prior sales experience involving luxury items valued at over $1M.
- Previous experience in the rotorcraft industry.
- Project Management experience.
- Functional knowledge in French is required.
- Functional knowledge in English is required for this position, necessitating communication in English with Bell teams and external parties outside of Quebec.
Preferred Qualifications:
- FAA, TCCA, or EASA ratings are considered advantageous.
- International business experience.
- Foreign language skills are a plus.
Any 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 annually.
- Possibility of banking overtime for compensated time off, up to 40 hours per year.
- Flexible schedule policy.
- Educational assistance program.
- Reimbursement program for fitness fees.
- Employee and Family Assistance Program.
Bell encourages candidates not to miss the opportunity to join a diverse and inclusive environment that fosters a sense of belonging. As a member of Bell's global workforce, the Customer Experience Manager will collaborate with dedicated and enthusiastic teams where unique experiences, backgrounds, and ideas, combined with a strong passion for Bell products, propel the company above and beyond flight.
Bell Textron Canada Ltée adheres to the principles of Employment Equity and welcomes applications from women, aboriginal peoples, visible minorities, and people with disabilities. Assistance with the screening and selection process is available for individuals with disabilities upon request.