Senior Manager Airport Experience Management Services

at  Airports Council International

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Position title: Senior Manager, Airport Experience Management Services
Reports to: Senior Director, Airport Experience & Strategy
Location: Montreal, Canada
Airports Council International (ACI) is the only global trade representative of the world’s airports. Established in 1991, ACI represents airports interests with Governments and international organizations such as ICAO, develops standards, policies, and recommended practices for airports, and provides information and training opportunities to raise standards around the world.
ACI World is looking for a Senior Manager, Airport Experience Management Services.
This role offers a unique opportunity to lead the airport’s customer experience (CX) and employee experience (EX) guidance services, significantly impacting customer and employee satisfaction. If you are passionate about enhancing experiences and enjoy working in a collaborative and multicultural environment, we encourage you to apply.

OVERALL RESPONSIBILITY

The Senior Manager Airport Experience Management Services is responsible for developing, enhancing, and promoting ACI’ Airport Experience (customer & employee) Management Services.
We are seeking a dynamic individual to support our team in developing a guidance service for airports, focused on enhancing both customer and employee experiences.

EMPLOYEE EXPERIENCE PROGRAM

• Design and develop the ACI Airport Employee Experience program.
• Lead a pilot implementation of the program with a selected airport, ensuring effective execution and gathering valuable feedback for further refinement.
• Strategically position this program with the Employee Survey for Customer Experience, ensuring alignment and synergy between these two initiatives.
• Commercial strategy:
• Determine the target audience to reach for both the Employee Survey for Customer Experience and the Employee Experience Program and propose a plan of action.
• Develop a promotion strategy for ACI members and ASQ members
• Assess the internal capacity to manage both products and determine if we should team up with an ACI World Business Partner.
• If appropriate, develop a network amongst ACI World Business Partners to subcontract the Employee Experiene program.

AIRPORT EXPERIENCE STRATEGIC PLANNING

In collaboration with the SVP Airport experience & Training and its team (the Senior Director Airport Experience & Strategy, the Senior Director Market Research and Customer Insights, and the Senior Director Training) provide support to the strategic planning process.

SKILLS AND ABILITIES

• MBA or MSc. degree preferred, minimum BAA/ BS Degree in Business
• Minimum of 8 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

• Airport Customer and Employee Experience mandates (mainly remote, some may be on-site) with the support and guidance of the Senior Director
• Gain a thorough understanding of ACI’s customer experience management model and existing services.
• Design and implement tailored CX and EX services to meet airports requirements, developing and/or adapting ACI methodologies to conduct Customer and Employee Experience mandates.
• Manage projects with ACI colleagues and/or external suppliers.
• Commercial strategy for the Airport Customer and Employee Experience Services, in collaboration with the Business Development team
• Develop the awareness and sales strategy to:
• Identify potential airport candidates amongst our ASQ members
• Develop promotion strategy for ACI members
• Develop a long-term relationship with the members, inviting them to get our advice for ongoing business challenges in CX and EX.
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• Monitor CX and EX mandates posted on the market.

• Develop a network amongst ACI World Business Partners to subcontract maturity assessments or other mandates.