Senior Client Service Representative

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.

Youll find us in 95% of international airports working closely with over 2500 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 dont just move the world forward-were 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 YOULL 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.

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 Microsoft Copilot and other AI productivity tools.
Strong presentation communication and influencing skills.
Ability to operate in a multicultural and matrix-managed environment.
Willingness to travel as required for customer engagement.

Bachelors degree in Business Aviation Information Technology Engineering or a related field.
Minimum 5 years of experience in Customer Success Account Management Customer Experience Management or other customer-facing roles.
Previous experience working within the Aviation or Airline industry is mandatory.
Strong stakeholder management and customer relationship skills.
Experience managing strategic customer accounts and executive stakeholders.
Language Requirements
Ability to speakread write in Arabic.
Fluent spoken and written English.
Ability to converse professionally in French is highly desirable
Digital & AI Skills
Basic understanding of Artificial Intelligence concepts and business applications.
Experience using Microsoft Copilot or similar AI-powered productivity tools.
Ability to leverage AI tools for reporting analysis customer communications and productivity improvements.
Key Competencies
Customer Relationship Management
Account Management
Customer Success & Retention
Executive Communication
Service Governance
Commercial Awareness
Problem Solving & Escalation Management
Data Analysis & Reporting
AI & Digital Adoption

WHAT WE OFFER

Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were really proud of our inclusive environment. Our offices are comfortable and fun places to work and we make sure you get to work from home too. Find out what its like to join our team and take a step closer to your best life ever.

Flex Week: Work from home up to 2 days/week (depending on your teams 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: We have got you covered with our Employee Assistance Program (EAP) for you and your dependents 24/7 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

Professional Development: At SITA we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning Microsofts Enterprise Skills Initiative and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling Harvard Business Publishing for people leadership Stanford for strategic development and many others we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.