Duties and Responsibilities:

• Role model customer-centric behavior and advocate for positive change while supporting the delivery of customer experience.
• Lead customer journey development by creating and maintaining a customer experience strategy to anticipate and meet customer needs based on local data and insights.
• Collaborate with stakeholders across the organization to review and drive end-to-end customer experience, ensuring alignment with organizational structures and intent.
• Contribute to developing a customer-centric culture and improving customer experience, including conversion and retention.
• Develop strategies to enhance CAE KL’s visibility across various platforms, focusing on print and online media.
• Identify, manage, and grow a network of industry clients; participate in professional organizations and networking activities to enhance CAE KL’s brand recognition.
• Lead monthly customer meetings and oversee the creation of internal and external newsletters and customer communications.
• Lead continuous improvement activities related to processes and procedures to support organizational objectives.
• Oversee day-to-day operations and manage a team of customer service support representatives.
• Oversee Procurement Lead and Visa and Immigration Lead for CAE KL
• Manage Training Service Agreements with the Sales and Operations teams to ensure training service agreements are accurate, valid, and well-maintained in the system.
• Provide leadership and guidance to the team, fostering a collaborative and high-performance environment.
• Lead and support CAE’s local, regional projects and implementations as required, ensuring alignment with CAE's strategic goals.
• Drive cost optimization initiatives within the Customer Experience Department to enhance financial performance and service delivery.
• Proactively manage and follow up on outstanding payments from customers, working closely with the finance team and planning tam to ensure timely collections and maintain healthy cash flow.
• Perform any other duties, assignments, or projects as assigned by the Manager to support the company’s objectives.

Customer Experience and Relationship Building

• Responsible for customer satisfaction levels in portfolio (build and deliver action plan related to customer satisfaction improvement) through interactions to meet customer needs and managing the customer life cycle.
• Reviewing and extracting insights from analytics with the aim to create a more tailored approach to customer engagement.
• Develop and participate in the tracking of customer outcome measurements of satisfaction and performance and report on progress.
• Engage in consultation with relevant stakeholders on issues associated with the success of customer experience projects and recommend improvements.
• Proactively escalate issues to management/executive level to ensure customer priorities are addressed.
• Lead and coordinate different stakeholders in initiatives aimed at improving the Net Promoter Score (NPS) by enhancing customer satisfaction and loyalty through targeted actions and strategies.

Governance / Reporting

• Provide monthly Customer Satisfaction Index reporting activities to internal stakeholders and clients within the defined timeframe/process.
• Provides analysis and reporting on customer experience projects and trends across the organization. Reporting findings and recommending changes to customer experience.
• Provide monthly status reporting on plans/status and forecast of outstanding items resolution.

Qualifications and Skills

• University Degree and minimum of 7 years’ of equivalent customer service industry experience.
• Excellent interpersonal and communication skills.
• Customer focused and attention to detail required.
• Excellent organizational skills and ability to manage and prioritize multiple issues simultaneously.
• Customer service orientation
• Proficient in Microsoft Office, Excel and Power Point application.
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• The ability to maintain calm under pressure
• A thorough knowledge of the product or service the company they work for is offering

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.