Responsable de l'Expérience Client Emplois

Description du poste

The A220 commercial aircraft Programme is looking for a Customer Experience Manager to join our A220 Customer Services team based in Mirabel (Québec, Canada). In your role as Customer Experience Lead, you will spearhead the Customer Satisfaction Improvement Program (CSIP), direct the governance of support operations, and champion a customer-centric culture throughout the A220 organization.

Responsabilités

Lead the Customer Satisfaction Improvement Program (CSIP)
Design and implement transactional survey solutions via Salesforce and Qualtrics
Lead cross-departmental projects aimed at increasing customer satisfaction
Organize "Customer Spotlight" events and facilitate workshops on the Customer Centricity
Collaborate with Airbus Central to align methodologies and Key Performance Indicators (KPIs)
Compile and analyze data from various sources (CRM, Qualtrics) to identify major customer pain points
Act as a Salesforce Ambassador and Subject Matter Expert (SME) for the Qualtrics platform
Lead monthly performance reviews, ensuring the consistency of indicators and the rigorous follow-up of departmental commitments

Exigences

University degree (BS or BA) in Engineering, Finance, Law, or Business Administration
Minimum of eight (8) years of experience in the aerospace industry, ideally within Customer Service
Strong project management skills and experience managing significant multidisciplinary projects
Full professional proficiency in both English (written and oral)
Proven expertise with Qualtrics and Salesforce (CRM)
Demonstrated ability to influence and lead cross-functional projects within a complex environment
Strong data analysis and problem-solving skills
Proficiency in Google Workspace (Docs, Sheets, Slides)
Travel Required: Approximately 15% Domestic and International

Ce que nous offrons

Attractive salary
Annual bonus
Pension plan
Share purchase plan
Hybrid working policy
Highly competitive holiday policy
On-site Medical Service
Access to a public shuttle service
Unlimited access to +10,000 e-learning courses
Global mobility prospects

Airbus - Toutes les offres d'emploi

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Responsable de l'Expérience Client

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