New Posting - Airports Council International

Assistant Manager, Customer care and Administration
Airports Council International - Montréal, QC

JOB DESCRIPTION Position title: Assistant Manager, Customer care and Administration (15 months Contract) Reports to: Head, Airport Service Quality Supervises: Administrative Coordinator, ASQ Location: Montreal I. Major Functions: · Manage administrative activities and customer care in order to reach the highest possible level of satisfaction among our customers Communicate and collaborate with ACI ASQ member airports worldwide and manage the day to day contractual issues, documentation, the program’s invoicing process, budget related activities and database tools for customers and suppliers. Act as customer relations for administrative requests for the Airport Service Quality (ASQ) Programme.In charge of upselling and cross-selling (reports, executive presentations and optional services) in collaboration with the Senior Manager, Airport Service Quality and the Manager, ASQ Strategic Marketing. Contribute and at times lead the relationships with various suppliers Responsible for the ASQ administrative duties and follow-ups (invoicing, billing, agreements, etc.) II. Major Duties and Accountabilities: · Document Management: develop and update procedural ASQ programme documents; maintains contact databases. Develop a strategic plan for upselling and cross-selling (reports and optional services) in collaboration with the Senior Manager, Airport Service Quality and with the Manager, ASQ Strategic Marketing Reporting activities: providing monthly reports on new joiners and airports which may exit the program and administrative dashboards· Programme Development Support the recruitment of ASQ Programme participants by responding to member enquiries and providing preapproved appropriate promotional documentation in collaboration with the Manager, ASQ Strategic Marketing· Support the Manager, ASQ Strategic Marketing in the selling process· Contractual and Financial agreements: Manages day to day contractual documentation, legal requirements, programme’s invoicing process, procurement and budget monitoring. Liaise with other related ACI internal departments for these topics.· Team work: Establish and maintain good working relationships and collaborative approach with the ASQ team and other ACI staff members· Other duties as assigned III. Supervisory Responsibilities: · Supervises the Administrative Coordinator, ASQ IV. Working Relationships: 1. Internal: · Reports to Head ASQ Collaborates with the Manager, ASQ Strategic Marketing and senior manager ASQ Liaises with other ACI staff as required, including the ACI Regional Offices2. Liaises with staff from external organizations and other agencies as required· Responds to queries from ACI members· Drafts information to ACI members on ASQ related matters· Other Duties as Assigned V. Minimum Qualifications: 1.Education/ Experience · Required: three years’ experience in a coordinating role, project management and/or project administration.· Desirable: experience in budget tracking, contract drafting and/or revenue forecasting· Desirable: university degree in administration, marketing or related discipline· Desirable: previous experience with Market Research and Business Development management· Desirable: experience customer service and communications at various levels within the organization Desirable: advanced proficiency with MS Office Suite software (MS Excel, MS Word, MS PowerPoint) VI. Skills and Abilities· Excellent English skills: written (document-writing, proofreading) and spoken,· Desirable: working knowledge of other languages– preferably French and/or Spanish· Ability to work in a service-orientated culture, delivering excellent service levels to ACI members· Excellent office computer skills (Microsoft Office / Survey tools / Analytics Software)· Rigorous and logical thinking· Well-organized, carry out all tasks required effectively, accurately and quickly· Pro-active, collegial, tactful, diplomatic and discreet in all dealings· Ability to communicate in a welcoming, effective and dynamic manner· Building collaborative relationships with ACI regional offices VII. Team Values Individual must display following values as part of ACI team: · Integrity· Member Focus· Professionalism· Team Work Job Type: Full-time Job Location: Montréal, QC Required education: Diploma/Certificate Required experience: Customer Service, Administration: 3 years Required language: English and French For further information, or to apply, please click here