Assistant Manager, Customer Experience Solutions

ACI World - Airports Council International; Montreal (administrative region); Hybrid; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work environment

4 weeks vacation/year

5 sick days/year

5 mental wellness days/year

Health insurance coverage

Job summary

ACI World - Airports Council International is seeking an Assistant Manager, Customer Experience Solutions on a 12‑month contract in Montreal.

The role focuses on supporting customer acquisition, retention, sales operations and CRM activities while coordinating sponsorships and customer engagement events.

Qualifications

• University degree in administration, marketing or related discipline.
• Three years of experience in sales and/or customer service, and/or a coordinating role.
• Advanced proficiency with MS Office Suite (Excel, Word, PowerPoint).
• Desirable: experience with CRM software.
• Desirable: sponsorship activities experience.
• Knowledge of Microsoft Dynamics 365 CRM would be an asset.

Responsibilities

• Support customer acquisition, development and retention activities.
• Support sales operations, market analysis and CRM activities.
• Coordinate Customer Experience sponsorship administration.
• Support sales engagement and promotional initiatives, including webinars and other customer-facing activities.
• Manage sales tracking and related CRM activities.

Skills

English proficiency

MS Office

Analytical skills

Attention to detail

Coordination

Multitasking

Communication

Education

University degree in administration or marketing

Tools

Microsoft Dynamics 365 CRM

Job description

Position title: Assistant Manager, Customer Experience Solutions

Reports to: Senior Manager, Customer Experience Solutions

Position Type: Contract (12 Months)

Location: Montreal, Canada

I. Areas Of Responsibility

• Support customer acquisition, development and retention activities.
• Support sales operations, market analysis and CRM activities.
• Coordinate Customer Experience sponsorship administration.
• Support sales engagement and promotional initiatives, including webinars and other customer-facing activities.
• Manage sales tracking and related CRM activities

II. Major Duties and Accountabilities:

• Customer development and sales support:
• Support customer acquisition, retention, cross-selling and upselling activities across existing and prospective ASQ business relationships.
• Coordinate sales activities, including customer and prospect follow-ups, quotes, proposals and RFPs.
• Support customer engagement through Teams, email, inbound and outbound calls, webinars and in-person interactions when possible.
• Conduct customer and prospect research to support business development activities.
• Support the organization of sales and GTS webinars, including outreach to potential ambassadors, participant coordination and event logistics.

Sales Operations, CRM and Market Analysis

• Manage sales tracking and reporting activities and support the monitoring of the sales pipeline.
• Maintain accurate and up-to-date customer, prospect and opportunity information in the CRM.
• Support sales and customer engagement campaigns through the CRM.
• Conduct market analyses using historical business data and relevant market intelligence to identify gaps, trends and potential growth opportunities.
• Provide insights and analysis to support prospect identification, prioritization and sales planning.

Customer Experience Sponsorships Administration

• Target potential sponsors and initiate discussions to get an expression of interest.
• Prepare sponsorship proposals and agreements, and coordinate follow-ups for completion
• Administer the ASQ deliverables and coordinate the fulfillment of sponsor commitments.
• Track sponsorship activities and prepare reports to support the completion and evaluation of agreements.
• Other duties as assigned.

III. Education/ experience:

• University degree in administration, marketing or related discipline
• Three years of experience in sales and/or customer service, and/or a coordinating role
• Advanced proficiency with MS Office Suite software (MS Excel, MS Word, MS PowerPoint)
• Desirable: experience with a sales tracking or CRM software
• Desirable: experience with sponsorships activities
• Knowledge of Microsoft Dynamics 365 CRM would be an asset.
• Aviation or airport-related experience would be an asset.

IV. Skills and Abilities

• Excellent English skills: written (document writing, proofreading) and spoken,
• Desirable: working knowledge of other languages– preferably French, Spanish and/or Mandarin.
• Excellent office computer skills (Microsoft Office / Survey tools / Analytics Software)
• Strong analytical skills with the ability to interpret sales, customer and market data and translate findings into actionable insights.
• Strong attention to detail and ability to maintain accurate sales and customer information.
• Ability to coordinate multiple commercial activities, stakeholders and deadlines simultaneously.
• Well organized, with the ability to carry out all tasks effectively, accurately and efficiently
• Proactive, collegial, tactful, diplomatic and discreet in all dealings
• Ability to communicate in a welcoming, effective and dynamic manner

V. ACI World Values

The successful candidate must demonstrate and embody ACI World's values:

• Stewardship
• Member-focused
• Integrity
• Excellence
• Collaboration
• Innovation
• Inclusivity

VI. What We Offer

• A challenging and exciting position in an international and multicultural environment.
• Hybrid work environment
• 4 weeks of vacation/year.
• 5 sick days/ year.
• 5 mental wellness days/year.
• Employee cell phone (iPhone) with TELUS Health virtual care included.
• Health insurance coverage from your first day of employment.
• RRSP company matching contributions
• Opus/EXO Transit discount on monthly pass.
• Employee recognition points earned to convert into redeemable gift cards
• Very flexible employee monthly wellness account to use to achieve a greater work life balance