Job Description

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, executing, 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.

Major Duties and Accountabilities:

Airport Customer and Employee Experience mandates (mainly remote, some may be on-site) with the support and guidance of the Senior Director
- Design and implement tailored CX and EX advisory services, including Training Needs Assessments, to meet airports requirements, developing and/or adapting ACI methodologies to conduct advisory mandates.
- Execute and manage projects, if necessary 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.

- Monitor CX and EX mandates posted on the market.
- Develop a network amongst ACI World Business Partners to subcontract maturity assessments or other mandates.

Development of new services and programs
- Lead the design and development of new services, tools, and advisory initiatives aimed at supporting airports in improving customer and employee experience.
- Pilot and refine new offerings with selected airports to validate methodologies, gather feedback, and strengthen service delivery models.
- Contribute to the commercial positioning and go-to-market approach for new services in collaboration with internal teams.
- Assess internal capacity and explore partnerships with ACI World Business Partners to support the delivery of new initiatives where relevant.

Team management
Team management, strategic support and stakeholders coordination
- Maintain overall accountability for team performance and workload across the Advisory, Administration, and Customer Care functions, directly managing one Manager and providing indirect oversight of three reports.
- Intervene where necessary during peak periods or on complex tasks, contributing directly to data analysis, strategic input, and decision-making.
- Guide the team on broader planning initiatives and drive internal process improvement to strengthen operational efficiency and consistency.
- Coordinate with internal stakeholders to ensure smooth cross-functional delivery.
- Act as the primary escalation point for internal and external issues, engaging directly with clients and members to navigate complex situations, present solution options, and balance member needs with organizational priorities.
- Champion the adoption of new technologies and platforms, providing strategic input and user testing feedback to ensure alignment with operational requirements, proactively flagging risks and business impacts ahead of deployment and responding effectively to issues as they arise.

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 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

ACI Values

Stewardship
Member-focused
Integrity
Excellence
Collaboration
Innovation
Inclusivity

What We Offer

Hybrid work environment (minimum 50% on-site)
Comprehensive benefits (health, vision, dental, telemedicine)
RRSP matching contributions
Discretionary annual compensation bonus,
4 weeks of vacation plus personal/mental health days
Cell phone coverage and telehealth access
Employee wellness and recognition programs
Opus transit discount and flexible working culture

Airports Council International

Open Positions

Senior Manager Airport Experience Management Services