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
