Customer Experience Manager

Summary

As the Customer Experience Manager, you will be responsible for overseeing and improving our customers’ overall experience with Execaire Aviation.

• Comply with company policies and procedures, including all safety rules.
• Work closely with leaders and stakeholders to develop and implement effective customer management strategies aligned with company goals and objectives.
• Build and nurture trusted relationships with our clientele by designing and implementing initiatives that enhance the overall customer experience, promoting retention and advocacy.
• Analyze customer feedback, surveys, and data to identify customer pain points and improve their journey to create a positive experience.
• Advocate for customer needs at the leadership level and secure necessary resources to implement improvements.
• Promote employee development by empowering, coaching, and supporting our teams so they can deliver exceptional service and adhere to customer-focused strategies.
• Lead and facilitate annual customer review committee meetings.
• Set appropriate premium service standards by role for all employees who may have various points of contact throughout the customer journey.
• Work closely with the training department to establish customer service training standards to be deployed across the organization.

• University degree in communications, business administration, marketing, or a related field.
• 3 to 5 years of customer service experience.
• Experience in staff management and team leadership.
• Excellent oral and written communication skills in English and French.
• Advanced analytical skills to make data‑driven decisions.
• Experience with digital marketing tools and social media.
• Ability to inspire and lead a team.
• Outstanding customer service skills.
• Creativity, innovation, and problem‑solving abilities.
• Strong adaptability to change and shifting priorities.
• Solid skills in onboarding, training, and team management.
• Ability to manage multiple projects simultaneously with advanced time‑management skills.
• Strong knowledge of Microsoft Office and Google Workspace.

We celebrate diversity and believe in the strength of an inclusive workplace. At Execaire Aviation, we value unique perspectives and backgrounds, recognizing that diversity drives innovation and creativity. We strive to create a workplace where everyone feels respected, valued, and encouraged to give their best.