Gestionnaire Experience Client / Customer Experience Manager

We’re more than aviation experts, we’re pioneers. We challenge what’s possible. From breaking the sound barrier to advanced tiltrotor systems. Today, Bell is shaping the future of aviation through specialized engineering. And we want you. The Customer Experience Manager (CEM) as a part of Commercial Business Operations will support the commercial sales team and represent Bell to customers, so they become advocates for Bell and our products. In this role, you will develop and manage positive relationships with customers leading the customer through the aircraft completion and delivery process.

Requirements

• Maintain communication and work closely with Bell Regional Sales Manager for support through the welcome to Bell process and delivery
• Responsible for meeting aircraft delivery AOP goals within budget and within contracted time
• Serve as primary interface between Customers and Bell i.e. Sales Manager, Contracts, Operations, Programs, and applicable regulatory support departments/agencies guiding the customer from aircraft order firmed through delivery of the aircraft
• Lead all post purchase agreement/contracts/amendements configuration and design reviews, delivery activities, customers coordination & support customer needs throughout the process
• Evaluate purchase agreement/contracts/amendements and build plan for aircraft configuration data accuracy, compatibility, functionality, deliverables, delivery month/year, training, shipping requirments etc.
• Lead Interior and Exterior Design meeting between the customer and Bell Styling Team
• Manage communications between customer and Bell functional teams to finalize aircraft customizing, documentation and transportation to final delivery location
• Schedule training with BTA (Pilot & Mx)
• Monitor aircraft production pace to meet contractual delivery date
• Responsible for maintaining a comprehensive knowledge of the technical aspects of Bell aircraft, mission capabilities, technical documentation, airworthiness compliance requirements, aftermarket products and new customizing options
• Stays informed of State, Federal and International Regulation requirements related to aircraft certification, exportation, licensing, registration taxation, etc.
• Manage the customers introduction to the Bell aftermarket support network, regional CSE and aftermarket sales manage
• Introduce Customer Advantage Plan
• Maintain a high level of customer satisfaction with excellent NSDR scores and Delivery Experience Survey scores