Overview
WELCOME TO SITA’S AIRCRAFT BUSINESS UNIT
SITA's Aircraft Business Unit Makes Flight Operations, Air Traffic Management And Aircraft Maintenance More Sustainable And Efficient By Enabling Collaboration Between People And Organizations In The Air Transport Industry Through
- Communication - connecting aircraft and people around the world.
- Data & Platform - Turning aircraft data into valuable insight for the entire industry.
- Applications - Empowering the industry with user-friendly tools that make flight operations more sustainable and efficient.
Ready to redefine air travel? The journey starts here, with you at SITA.
About The Role & Team
We are looking for a Customer Experience Sr. Specialist to join our global Customer Experience Management team in Delhi.
The Customer Experience Management team works closely with the business to manage customers’ satisfaction, and ensure all customer feedback is addressed, while improving and developing customer loyalty.
Reporting to the Regional Customer Experience Senior Manager, you will be a part of an international team responsible for customer experience service with regards to SITA products and services in the APAC/MEA region (addressing airlines, avionics manufacturers, resellers, and Air Navigation Service Providers customers).
At SITA, we are meeting the new needs of travel …today! Are you ready to join us?
What You’ll Do
- Manage a mix of key & non-key Accounts: Oversee significant customer accounts, including Airlines, Air Navigation Service Providers (ANSPs), and Original Equipment Manufacturers (OEMs). This involves developing and maintaining relationships with large, strategically important customers.
- Strategic Partnerships: Build and nurture strategic partnerships by understanding customer needs and aligning them with product offerings.
- Support Commercial Activities: Engage in business development and support commercial opportunities to enhance revenue streams.
- Product Performance Monitoring: Oversee the performance of aircraft connectivity services and applications, ensuring they meet contractual commitments and service level agreements (SLAs)
- Customer Satisfaction: Conduct customer satisfaction surveys, develop improvement plans, and advise on corrective actions to address issues.
- Service Reviews: Regularly review service performance with customers, to ensure alignment with their needs and expectations
- Reporting & Trend Analysis: Generate detailed reports for customers and internal teams, including trend analysis, setting proactive actions related to service improvements, and providing insights into performance metrics.
- Product Champion: Become a subject matter expert on specific products, advocating for their development, wider adoption, and customer satisfaction.
- Customer Workshops: Participate in workshops to gather customer requirements, validate specifications, and ensure products are aligned with customer needs.
- Training Coordination: Coordinate customer training needs for SITA products and services.
- Deputize for Regional Customer Experience Senior Manager: Act as a deputy to support the Regional Customer Experience Senior Manager, stepping in as needed to ensure continuity and leadership.
- Participate in user workshops to validate customer requirements and to confirm specifications in cooperation with other expert teams.
- Travel to customer sites for meetings, team meetings, and industry events.
Qualifications
ABOUT YOUR SKILLS
- Strong Communicator - you have excellent presentation skills, enjoy providing recommendations to customers and can represent SITA in front of customers and at large or senior level audiences.
- Product management interest and a strategic mindset.
- Collaborative - you enjoy working on multi-country, multi-disciplinary, multi-cultural teams and projects.
- Proactive Problem Solver.
- Customer-Centric Approach: Focused on understanding customer needs, aligning solutions to those needs, and enhancing customer satisfaction through continuous engagement.
- Data-Driven Approach: Comfortable with analysing data to produce insightful reports for customers and internal teams.
- Experienced: At least 2 to 6 years of professional experience in the Customer relationship domain (preferably in the Airline, Aviation or Telecommunications industry or Satellite communications)
- Fast Learner - Ability to learn fast and understand complex technologies, environment and services.
- Languages- Fluency in English. Any other language fluency will be a plus.
- Key technologies: Competent in Microsoft Office products, Excel advanced proficiency, messaging, on-line purchasing, and web-conferencing systems.
Additional Skills
Knowledge of:
- Certified Customer Success Manager (CCSM) Level 1
- ITIL and Service Management practices and procedures
WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.
You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
Are you ready to love your job? The adventure begins right here, with you, at SITA.
What We Offer
SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:
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Flex Week: Work from home up to 2 days/week (depending on your Team's needs).
⏰ Flex Day: You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
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Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world!
🌿 Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
🚀 Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!
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Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.
