Airports Council International

Position title: Assistant Manager, Customer Experience Solutions
Reports to:Senior Manager, Customer Experience Solutions
Position Type: Contract (12 Months)
Location: Montreal, Canada
<h1>I. Areas of Responsibility:</h1>
<ul>
<li>Support customer acquisition, development and retention activities.</li>
<li>Support sales operations, market analysis and CRM activities.</li>
<li>Coordinate Customer Experience sponsorship administration.</li>
<li>Support sales engagement and promotional initiatives, including webinars and other customer-facing activities.</li>
<li>Manage sales tracking and related CRM activities</li>
</ul>
<h1>II. Major Duties and Accountabilities:</h1>
<ul>
<li>Customer development and sales support:
</li>
<li>Support customer acquisition, retention, cross-selling and upselling activities across existing and prospective ASQ business relationships.
</li>
<li>Coordinate sales activities, including customer and prospect follow-ups, quotes, proposals and RFPs.
</li>
<li>Support customer engagement through Teams, email, inbound and outbound calls, webinars and in-person interactions when possible.
</li>
<li>Conduct customer and prospect research to support business development activities.
</li>
<li>Support the organization of sales and GTS webinars, including outreach to potential ambassadors, participant coordination and event logistics.
</li>
</ul>
Sales Operations, CRM and Market Analysis
<ul>
<li>Manage sales tracking and reporting activities and support the monitoring of the sales pipeline.</li>
<li>Maintain accurate and up-to-date customer, prospect and opportunity information in the CRM.</li>
<li>Support sales and customer engagement campaigns through the CRM.</li>
<li>Conduct market analyses using historical business data and relevant market intelligence to identify gaps, trends and potential growth opportunities.</li>
<li>Provide insights and analysis to support prospect identification, prioritization and sales planning.</li>
</ul>
Customer Experience sponsorships Administration
<ul>
<li>Target potential sponsors and initiate discussions to get an expression of interest.</li>
<li>Prepare sponsorship proposals and agreements, and coordinate follow-ups for completion</li>
<li>Administer the ASQ deliverables and coordinate the fulfillment of sponsor commitments.</li>
<li>Track sponsorship activities and prepare reports to support the completion and evaluation of agreements.</li>
<li>Other duties as assigned.</li>
</ul>
<h1>III. Education/ experience:</h1>
<ul>
<li>University degree in administration, marketing or related discipline</li>
<li>Three years of experience in sales and/or customer service, and/or a coordinating role</li>
<li>Advanced proficiency with MS Office Suite software (MS Excel, MS Word, MS PowerPoint)</li>
<li>Desirable: experience with a sales tracking or CRM software</li>
<li>Desirable: experience with sponsorships activities</li>
<li>Knowledge of Microsoft Dynamics 365 CRM would be an asset.</li>
<li>Aviation or airport-related experience would be an asset.</li>
</ul>
<h1>IV. Skills and Abilities</h1>
<ul>
<li>Excellent English skills: written (document writing, proofreading) and spoken,</li>
<li>Desirable: working knowledge of other languages– preferably French, Spanish and/or Mandarin.</li>
<li>Excellent office computer skills (Microsoft Office / Survey tools / Analytics Software)</li>
<li>Strong analytical skills with the ability to interpret sales, customer and market data and translate findings into actionable insights.</li>
<li>Strong attention to detail and ability to maintain accurate sales and customer information.</li>
<li>Ability to coordinate multiple commercial activities, stakeholders and deadlines simultaneously.</li>
<li>Well organized, with the ability to carry out all tasks effectively, accurately and efficiently</li>
<li>Proactive, collegial, tactful, diplomatic and discreet in all dealings</li>
<li>Ability to communicate in a welcoming, effective and dynamic manner</li>
</ul>
V. ACI World Values
The successful candidate must demonstrate and embody ACI World's values:
<ul>
<li>Stewardship</li>
<li>Member-focused</li>
<li>Integrity</li>
<li>Excellence</li>
<li>Collaboration</li>
<li>Innovation</li>
<li>Inclusivity</li>
</ul>
VI. What we offer
<ul>
<li>A challenging and exciting position in an international and multicultural environment.</li>
<li>Hybrid work environment</li>
<li>4 weeks of vacation/year.</li>
<li>5 sick days/ year.</li>
<li>5 mental wellness days/year.</li>
<li>Employee cell phone (iPhone) with TELUS Health virtual care included.</li>
<li>Health insurance coverage from your first day of employment.</li>
<li>RRSP company matching contributions</li>
<li>Opus/EXO Transit discount on monthly pass.</li>
<li>Employee recognition points earned to convert into redeemable gift cards</li>
<li>Very flexible employee monthly wellness account to use to achieve a greater work life balance</li>
</ul>

Assistant Manager, Customer Experience Solutions

Assistant Manager, Customer Experience Solutions

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