Duties and Responsibilities:

• Lead the Customer Experience Team to be the primary continuous customer entry point at CAE KL.
• Oversee and support daily operations for team rotations to support CEx operations, support internship program, and monitor and address issues that impact customer experience.
• Develop and secure long-term relationships with customers by promoting CAE products and services and support the development of an account strategy for each customer.
• Oversee some customer accounts to build long-term relationships and support the TSA management.
• Enhance team members' knowledge of customer experience, focusing on areas such as Gemini, CAE Tools, and CAE Quality system.
• Continuously assess and improve customer experience processes, identifying opportunities to streamline operations, reduce customer effort, increase efficiency, and boost NPS score.
• Regularly review feedback from internal and external customers across different platforms, provide suggestions, and execute solutions for improvement.
• Review sales and customer input to develop and implement recommendations for regulatory compliance and client satisfaction and implement digital tools and technologies to enhance the overall customer experience.
• Establish successful working relationships with internal support departments, identify areas of potential improvement, and ensure priority setting and alignment of resolution plans with customer priorities.
• Proactively escalate issues to management to ensure prompt addressing of customer priorities.
• Collaborate with other departments, including Sales, Training, Quality, Facility, Planning, and Technical Finance, to ensure a seamless and consistent customer experience.
• Work with the Regional Sales Manager to enhance the marketing campaign to strengthen business for CAE site.
• Plan and coordinate with the Customer Experience team for internal or external activities and events (e.g., regulatory events, customer visits).
• Communicate customer priorities and needs regarding post-sales service, and support communication with customers regarding device disruptions and AOG situations.
• Oversee and regularly follow up on cafeteria operations to ensure alignment with contractual obligations and identify areas for improvement.
• Review and improve internal processes. Support any tasks or projects assigned by the leader.

Project / Program Management

• Manage the kickoff, execution, and administration of Training programs and projects, ensuring they meet contractual obligations, CAE requirements, and objectives from start to finish.
• Ensure timely and efficient planning, preparation, and execution of programs, focusing on training progress, resources, and costs.
• Collaborate with relevant departments to gather information, assess, monitor, and mitigate operational risks and delays.
• Act as a point of contact for stakeholders, addressing project details, critical issues, and coordinating action plans to improve performance. Monitor and report project progress and prepare monthly reports.
• Support regional and program initiatives to improve and grow training capabilities.
• Undertake ad-hoc projects or related tasks as assigned. Manage public relations, communications, and campaigns internally and externally.

Qualifications and Skills:

• University Degree and minimum of 5 years of experience in equivalent customer experience industry.
• Analytical and critical thinking, excellent interpersonal, and presentation skills.
• Willingness to learn, responsible and have good work ethics.
• Customer focused and attention to detail is required.
• Strong communication skills in English (verbal and written) to communicate with stakeholders from diverse backgrounds.
• Ability to analyze and synthesize data from both quantitative and qualitative resources.
• Ability to work independently in a dynamic environment
• Systemic thinker with ability to understand the holistic picture and complex considerations
• Good team player with positive attitude and strong sense of integrity and responsibility.
• Skilled in managing multiple cross-functional projects at one time with excellent organizational skills.
• Strong background in all Microsoft Office package especially Excel and Power Point, and Power automate.
• Experienced in managing projects and big-scaled events.

Working conditions:

Office based.

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.