Assistant Manager, Customer Experience Solutions

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