About the role
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.
You'll find us 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 79% of 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
The Customer Experience Manager (CXM) is responsible for managing a portfolio of airline customers, ensuring customer satisfaction, value realization, service governance, adoption of SITA solutions, and long-term customer retention. The role acts as the primary customer advocate, driving business outcomes through proactive customer engagement and strategic relationship management.
WHAT YOU’LL DO
Manage assigned customer accounts and act as the primary post-implementation contact.
Conduct Monthly Service Reviews and Quarterly Business Reviews.
Monitor customer health, adoption, satisfaction, and retention metrics.
Drive Service Improvement Plans (SIPs) for at-risk customers.
Coordinate customer escalations across Product, Support, Operations, and Commercial teams.
Identify opportunities to maximize customer value and solution adoption.
Develop and maintain executive and operational stakeholder relationships.
Act as the Voice of the Customer within SITA.
Support contract governance, renewals, and customer success planning.
Qualifications ABOUT YOUR SKILLS
Aviation industry experience is a prerequisite.
•Prior experience in Account Management, Customer Success, Customer Experience, or a customer-facing role is required.
•Demonstrated ability to manage customer relationships, stakeholder engagement, and service governance.
•Basic AI literacy, including the use of…
