Roles & Responsibilities

The Customer Experience Manager (CXM) is responsible for managing a portfolio of airline customers, ensuring customer satisfaction, value realization, service governance, adoption of SITA solutions, and long-term customer retention. The role acts as the primary customer advocate, driving business outcomes through proactive customer engagement and strategic relationship management.

Manage assigned customer accounts and act as the primary post-implementation contact. Conduct Monthly Service Reviews and Quarterly Business Reviews. Monitor customer health, adoption, satisfaction, and retention metrics. Drive Service Improvement Plans (SIPs) for at-risk customers. Coordinate customer escalations across Product, Support, Operations, and Commercial teams. Identify opportunities to maximize customer value and solution adoption. Develop and maintain executive and operational stakeholder relationships. Act as the Voice of the Customer within SITA. Support contract governance, renewals, and customer success planning.

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever. Flex Week: Work from home up to 2 days/week (depending on your team's needs) Flex Day: Make your workday suit your life and plans. Flex-Location: Take up to 30 days a year to work from any location in the world. Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.