Manager, CX Accreditations

Job Title: Manager, CX Accreditations

Reports to: Senior Manager, Airport Accreditations

Location: Montreal, Canada

Job Type: Permanent

Position Overview

The Manager, Customer Experience Accreditations supports ACI World’s mission to champion the transformation of airports in Airport Experience and plays a critical role in maintaining the integrity, fairness, and quality of the Airport Customer Experience (CX) Accreditation Program.

The incumbent is responsible for conducting verifications of assessment forms submitted by participating airport members, ensuring compliance with ACI guidelines, and providing guidance to airports to strengthen their customer experience practices

This position supports both operational verification tasks and the continuous improvement of the CX accreditation methodology, contributing to the credibility and evolution of the program. The role may also involve mentoring junior staff and participating in special projects related to the accreditation program.

Business Context

The CX Accreditation Program recognizes airports’ excellence in customer experience management. Accurate and consistent verification is key to the program’s credibility, supporting member airports in identifying best practices and improvement opportunities. The manager works closely with the Accreditation team to ensure rigorous application of standards. The incumbent adopts a supportive and guiding approach to help airports understand the accreditation process, improve their practices, and succeed in achieving their accreditation goals.

Key Responsibilities

Verification, CX Accreditation (approx. 80-85%)

• Conduct thorough and objective verifications of Level 1, 2, and 3 assessments, including renewals.
• Perform advanced airport verifications, including Level 4 (remote) and Level 5 (on-site) assessments.
• Plan and coordinate the verification schedule with airports for on-site assessments, including all related travel arrangements and logistics.
• Communicate directly with member airports and professionally represent ACI World throughout the verification process.
• Analyze verification findings and prepare comprehensive reports, presenting results and actionable recommendations to airports.
• Plan and manage time effectively to ensure timely delivery of verifications, taking into account the CX Accreditation peak period from May to August,
• Mentor junior verifiers and team members, promoting methodological consistency and best practices.

Accreditation program support (approx. 15-20%)

• Provide accurate and timely responses to inquiries from airports regarding accreditation requirements, processes, and deliverables.
• Propose enhancements to the CX accreditation program (assessment form, agreements, pricing, methodology evolution…).to improve clarity, accuracy, and alignment with accreditation standards.
• Contribute to track program deployment and KPIs reporting.
• Assist in the deployment and maintenance of the digital accreditation management system (Jetpack).
• Support marketing and promotional efforts, such as writing blog post, LinkedIn posts and/or organizing a webinar.
• Support the development of an AI-based tool to assist the team in responding to general airport inquiries, leveraging insights and answers from previous years.
• Contribute to the elaboration of the CX Accreditation program Best Practices guide, consolidating lessons learned, guidance, and benchmarks to support airports in their customer experience improvement journey.

Other related duties may include:

• Meeting with existing and potential clients to support business development.
• Participating in cross-functional projects or working groups.
• Act as session captain or subject matter expert during the ACI Customer Experience Summit and ASQ Forum, as required.
• Perform any other related duties or responsibilities as required to support the success of the CX Accreditation program.

Education and Experience

• University degree in Business Administration, Marketing, or related field.
• Minimum 7 years of relevant experience in customer experience strategy, customer experience consulting, or airport operations.
• Familiarity with Customer Experience framework and strategy is a strong asset.
• Aviation or airport industry background strongly preferred.
• Proficiency in English (written and verbal).
• CCXP certified, an asset.
• Willingness to travel internationally to perform on-site airport assessments.

Skills and Abilities

• Strong analytical, organizational, and leadership skills.
• Excellent written and verbal communication in English; proficiency in additional languages is an asset.
• Excellent interpersonal and communication abilities with a professional and customer-oriented approach.
• Attention to detail and commitment to methodological integrity and data accuracy.
• Ability to manage competing priorities and maintain composure under pressure.
• Proactive problem-solving and capacity to work both independently and collaboratively.
• Exemplifies ACI’s leadership values by modeling integrity and accountability.
• Comfortable representing ACI World in meetings, conferences, and high-level discussions.

ACI World Values

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

What We Offer

• Hybrid work environment (minimum 50% on-site)
• Comprehensive benefits (health, vision, dental, telemedicine)
• RRSP matching contributions
• Discretionary annual compensation bonus
• 4 weeks of vacation plus personal/mental health days
• Cell phone coverage and telehealth access
• Employee wellness and recognition programs
• Opus transit discount and flexible working culture