Customer Experience Manager
Bell Textron Inc. is a pioneer in the aviation industry, challenging the boundaries of what is possible. From breaking the sound barrier to developing advanced tiltrotor systems. Bell shapes the future of aviation through specialized engineering.
Bell Textron Inc. is seeking a Customer Experience Manager to join the Commercial Business Operations team. This role is crucial in supporting the commercial sales team and serving as a key representative of Bell to its customers, aiming to transform clients into passionate advocates for Bell and its products. The Customer Experience Manager will build and nurture strong customer relationships, guiding clients through the aircraft completion and delivery process. The position involves leading and managing all support functions from the initial firm aircraft order through delivery, and overseeing the seamless transition to the aftermarket support network.
Summary of Responsibilities:
- Maintains consistent communication and collaborates closely with the Bell Regional Sales Manager to ensure seamless support throughout the customer's onboarding and delivery process.
- Holds responsibility for achieving aircraft delivery AOP (Annual Operating Plan) goals, ensuring projects remain within budget and contracted timelines.
- Acts as the primary interface between Customers and various Bell departments (Sales, Contracts, Operations, Programs, regulatory support) guiding the customer from order confirmation through aircraft delivery.
- Leads all configuration and design reviews post-purchase agreement, manages delivery activities, coordinates with customers, and addresses customer needs throughout the process, supported by technical and engineering teams.
- Evaluates purchase agreements, contracts, and amendments to ensure accuracy, compatibility, functionality, and adherence to deliverables, delivery schedules, training, and shipping requirements.
- Leads Interior and Exterior Design meetings, facilitating collaboration between the customer and the Bell Styling Team.
- Manages communications between customer and internal Bell functional teams to finalize aircraft customization, documentation and transportation logistics to the final delivery location.
- Coordinates and schedules training with the Bell Training Academy (BTA) for pilots and maintenance personnel.
- Monitors the aircraft production schedule to ensure adherence to the contractual delivery date.
- Responsible for possessing and maintaining comprehensive knowledge of Bell aircraft technical aspects, mission capabilities, technical documentation, airworthiness compliance requirements, aftermarket products and new customization options.
- Stays informed about relevant State, Federal and International regulations pertaining to aircraft certification, exportation, licensing, registration taxation, etc.
- Manages the introduction of customers to Bell's aftermarket support network, including regional Customer Service Engineers (CSE) and aftermarket sales managers.
- Introduces and explains the Customer Advantage Plan to clients.
- Strives to maintain a high level of customer satisfaction, reflected in excellent NSDR (Net Sales Dollar Retention) scores and Delivery Experience Survey results.
Minimum Required Qualifications:
- An undergraduate degree in Business, Sales, Engineering, Project Management, Aviation, or a related field is required.
- Requires a minimum of 7 years of experience within the aviation industry.
- A minimum of 3 years of experience in aircraft configurations, MRO/CRO operations, Project Management, or progressive leadership within an aircraft operational environment is necessary.
- Demonstrates polished communication skills.
- Possesses excellent customer service skills.
- Exhibits excellent customer-facing written and verbal communication skills.
- Proficient skills using Salesforce are required.
- Ability to effectively collaborate with regulatory agencies, customers, and cross-functional personnel.
- Proven experience managing the entire customer journey from initial sales engagement through the acquisition and delivery process.
- Demonstrated ability to work effectively and collaboratively within a geographically distributed organization.
- Previous sales experience involving luxury items valued over $1M is advantageous.
- Previous experience within the rotorcraft industry is beneficial.
- Familiarity with Bell products is a plus.
- Experience in Project Management is preferred.
- FAA, TCCA, or EASA ratings are considered an asset.
- Experience in international business is desirable.
- Foreign language skills are beneficial.
- Functional knowledge of French is required.
- Functional knowledge of English is required for this role, as it involves communication with Bell teams, suppliers, partners, and clients outside of Quebec.
- An equivalent combination of education and experience 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
Bell Textron Inc. is committed to fostering a diverse and inclusive environment where all employees feel a sense of belonging. Joining Bell means collaborating with dedicated teams globally, leveraging unique experiences, backgrounds, ideas, and a shared passion for products to push the boundaries of flight.
Bell Textron Canada Ltee adheres to the principles of Employment Equity and encourages 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.