Developing, executing, and promoting ACI Airport Experience (customer & employee) Management Services.
Supporting team in developing a guidance service for airports, enhancing both customer and employee experiences.
Design and implement tailored CX and EX advisory services, including Training Needs Assessments.
Execute and manage projects, collaborating with ACI colleagues and/or external suppliers.
Develop the awareness and sales strategy for airport services in collaboration with the Business Development team.
Create long-term relationships with ACI members to address ongoing business challenges in CX and EX.
Lead design and development of new services, tools, and advisory initiatives.
Guide team on planning initiatives and drive internal process improvement.
Act as primary escalation point for internal and external issues, fostering client relationships.

MBA or MSc. degree preferred, minimum BAA/ BS Degree in Business
Minimum of 5 years of experience in consulting within a complex business environment or 8 years in Marketing Research, focused on Customer/Employee Experience
Certified Customer Experience Professional (CCXP) an asset
A strong understanding of customer and employee experience strategy with the ability to translate strategic concepts into actionable plans.
Political acumen to manage diverse environments, dynamics and people.
Superior organizational skills to carry out and prioritize multiple tasks.
Strong problem-solving and decision-making abilities
Client-first mindset
Reliable and trustworthy, consistently delivers on promises
Excellent communication skills and aptitude for fostering positive relationships.
Proficiency in written and spoken English.
Proficiency in Microsoft Office products.

Senior Manager, Airport Experience Management Services

Key skills