Manager Client Experience, Dorval

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Manager Client Experience

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Execaire Aviation

As Canada’s premier private jet company with a legacy spanning over 60 years, Execaire Aviation leads the way in aviation solutions. Setting the standard in aviation excellence, we redefine the way you fly, ensuring unparallelled service and unforgettable experience. Our success is driven by a team of over550 dedicated employees who all share the same vision. As a leading provider of aviation solutions and operators of private jets, we offer a complete range of services including aircraft management, aircraft maintenance, aircraft charter and sales, as well as FBO services. At Execaire Aviation, ourfoundation is built on unwavering core values. Safety is our compass, guiding every operation. Excellence is the standard we uphold in every task. Innovation is our driving force, propelling us into the future of aviation.

Join us and be a part of a team that lives and breathes these values every day!

Summary As Manager Client Experience, you will be responsible for overseeing and enhancing the overall experience that our clients have with us. You will ensure that every touchpoint along the client’s journey is optimized to meet or exceed their expectations, ultimately driving client satisfaction and loyalty. You will play a pivotal role in implementing client‑centric strategies and initiatives and will contribute to the growth of our business by identifying areas for improvement, refining processes, and enhancing brand reputation through exceptional client interactions. The incumbent is also responsible for the training, directing, and supervision of all Client Service Representative teams.

Responsibilities

Adhere to Company Policies&Procedures including all safety regulations

Collaborate closely with executives and stakeholders to develop and implement effective client management strategies aligned with the company’s goals and objectives

Build and nurture trusting relationships with our clientele by designing and executing initiatives that enhance the overall client experience, fostering repeat business and client advocacy

Analyze client feedback, surveys, and data to identify client pain points to improve the client journey and create a positive experience

Advocate client needs at the executive level and secure the necessary resources to implement improvements

Foster employee development by empowering, coaching, and supporting our teams to be their very best in delivering exceptional service and adhering to client‑focused strategies

Champion / Lead Annual Client Review Board meetings

Establish proper Prestige Service Standards per Occupation for all employees that may have various touch points throughout the Client Journey

Work closely with Training Department to establish proper Client Service training standards to be rolled out throughout entire organization

Requirements

University Degree in Communications, Business Administration, Marketing or a related field

3-5 years of client service experience

Experience in people management and team leadership

Excellent verbal and written communication skills in both English and French

Advanced analytical skills to boost data‑driven decisions

Experience with digital marketing tools and social media

Ability to inspire and lead a team

Exceptional customer service skills

Innovative, creative, and problem‑solving abilities

Strong adaptability to change and evolving priorities

Strong onboarding, training, and team management abilities

Ability to manage multiple projects simultaneously with advanced time management skills

Strong knowledge of Microsoft Office Suite, Google Suite

Our careers culture is fueled by innovation, teamwork, and a commitment to excellence. Your career at Execaire Aviation is a journey of growth and development. We invest in our team members, offering extensive training programs and ample opportunities to enhance your skills. From mentorship initiatives to career advancement pathways, we are dedicated to nurturing your potential and fostering a culture of continuous learning. Join us in redefining aviation standards and unleashing your potential in an environment where your aspirations can take flight!

We celebrate diversity and believe in the power of an inclusive workplace. At Execaire Aviation, we embrace unique perspectives and backgrounds, recognizing that diversity drives innovation and creativity. We strive for a work environment where everyone feels respected, valued, and empowered to contribute their best. Join us in building a team that reflects the vibrant tapestry of aviation.

Seniority Level Mid‑Senior level

Employment Type Full‑time

Job Function Management and Manufacturing

Industries Airlines and Aviation

Location Dollard-des‑Ormeaux, Quebec, Canada

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