Regional Senior Customer Experience Manager (CxM)

Join us to apply for the Regional Senior Customer Experience Manager (CxM) role at SITA.

Overview

WELCOME TO SITA. At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

We’re found in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting‑edge tech to keep operations running like clockwork. We don’t just move the world forward—we’re proud to be recognized as a Great Place to Work® by our employees and certified in most of our growing locations.

Here, we feel empowered, supported, and inspired to grow. Are you ready to love your job? The adventure begins right here, with you, at SITA.

About The Role & Team

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. The role is based in Montreal and reports to the Global Head of Customer Experience Management, Aircraft BU.

Your role combines strategic leadership, operational discipline, and executive customer partnership — ensuring customer satisfaction, retention, and commercial growth.

What You Will Do

• CxM Execution & Maturity
• 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.
• Customer Partnership & Escalation Management
• 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.
• Commercial & Contract Value Optimization
• 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.
• Operational Excellence
• 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.
• Leadership & Team Development
• 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.

Qualifications

WHO YOU ARE

• 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 str