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Regional Senior Customer Experience Manager

SITA

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Location:
Canada , Montreal

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As Regional Senior Manager of Customer Experience Management (CxM), you will lead the America & Europe regional CxM team to execute the global CxM strategy, ensure consistent customer engagement excellence, and demonstrate measurable business value across your region. You will bring the CxM function from transformation to high-impact steady-state operations — ensuring consistent governance, predictable delivery, and tangible value creation for customers and SITA. Your role combines strategic leadership, operational discipline, and executive customer partnership — ensuring customer satisfaction, retention, and commercial growth.

Job Responsibility:

  • Execute the global CxM framework across the region, ensuring adoption of defined engagement models, governance, and tools
  • Embed customer segmentation and engagement cadences in all accounts
  • Ensure the team delivers consistent and value-based customer management aligned to global KPIs and playbooks
  • Identify opportunities to further mature the function — improving quality, efficiency, and customer impact
  • Act as the executive sponsor and escalation leader for key regional customers
  • Build and maintain trusted relationships with senior customer stakeholders to enhance collaboration, satisfaction, and retention
  • Manage major escalations end-to-end: communication, action plans, leadership visibility, and resolution
  • Drive Service Improvement Plans (SIPs) and ensure lessons learned are institutionalized
  • Ensure CxM activities clearly demonstrate value delivered vs. contract, supporting renewals and expansion
  • Partner with Commercial and Product Marketing teams to ensure alignment on renewals, upsell opportunities, and value-based adoption strategies
  • Embed commercial acumen across the CxM function to balance customer advocacy with business growth objectives
  • Ensure accurate and timely input into Leadership Team Fleet meetings, CxM monthly performance reports, and business capacity planning cycles
  • Monitor customer health metrics (CSAT, NPS, retention, contract value) and act on trends
  • Customer RAG Management: Reduce the number of Red and Amber key customers in the region month-over-month through well-defined and executed resolution plans
  • Drive continuous improvement and efficiencies across core team processes
  • Challenge the status quo by identifying inefficiencies, questioning legacy processes, and driving continuous improvement across customer engagement, governance, and internal ways of working
  • Lead and develop a regional team of approximately 10–15 Customer Experience specialists
  • Set clear goals, expectations, and development paths aligned to global and regional priorities
  • Foster a collaborative, accountable, customer-centric culture
  • Coach and mentor team members to enhance skills, business acumen, and customer engagement capabilities
  • Manage career progression, and learning initiatives to build a resilient, high-performing team
  • Ensure effective communication, motivation, and engagement through regular team meetings, performance reviews, and recognition practices

Requirements:

  • 10+ years’ experience leading Customer Success or Experience teams in complex B2B environments
  • Strong ability to manage large, diverse teams and drive successful change-management transformations
  • Proven track record in executing global strategies regionally and raising organizational maturity
  • Strong experience managing executive-level customers and critical escalations
  • Demonstrated ability to drive customer retention, upsell, and measurable business value
  • Excellent operational discipline, reporting, and KPI management skills
  • Strong commercial acumen with experience driving contract value optimization and revenue retention, and ability to partner with Sales and Product organizations
  • Exceptional communication, influencing, and leadership skills across cultures
  • Bachelor's degree in IT /Telecom or Business or equivalent
  • ITIL Service Management Certification

Nice to have:

  • ITIL or Customer Success certifications
  • Proficiency in additional languages
  • Aviation industry experience
What we offer:
  • 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: Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year
  • Champion Health - a personalized platform that supports a range of wellbeing needs
  • Professional Development: Level up your skills with our training platforms, including LinkedIn Learning
  • Competitive Benefits: Competitive benefits that make sense with both your local market and employment status

Additional Information:

Job Posted:
December 31, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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