Overview:
At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.
You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.
Are you ready to love your job?
The adventure begins right here, with you, at SITA.
We are looking for a Customer Success Manager to join our global Customer Experience Management team. This role focuses on managing strategic customer relationships, driving customer success, leading service reviews, advocating for customer needs, providing analytics, and coordinating cross-functional customer success activities across Europe-region customers.
Reporting to the Regional Head of Customer Experience EURO & AMER, the Customer Experience Senior Manager acts as a senior regional leader and trusted advisor across customer, operational, commercial, product, and service management communities. The role represents Customer Experience leadership in internal and customer-facing engagements and acts as delegate for the Regional Head of Customer Experience as required. This position will be based in Barcelona, Spain.
Own and lead a portfolio of highly strategic customer accounts across Europe, acting as the executive-level trusted advisor and ensuring alignment between customer objectives and SITA For Aircraft business priorities.
Develop and drive regional customer success strategies that improve customer satisfaction, solution adoption, retention, growth, and business outcomes.
Serve as the senior voice of the customer, influencing product strategy, service improvements, operational priorities, and executive decision-making.
Provide leadership, coaching, mentoring, and guidance to Customer Experience Managers across the region, supporting professional development, best-practice sharing, and continuous improvement.
Act as a subject matter expert and mentor for complex customer situations, escalations, service recovery plans, and executive engagements.
Support onboarding, capability development, succession planning, and CX maturity initiatives across the regional team.
Foster a high-performance, collaborative culture focused on customer value, accountability, and operational excellence.
Lead and oversee customer experience harmonization initiatives across Europe, ensuring consistency of processes, governance, reporting methodologies, customer engagement models, and service improvement practices.
Establish and promote standardized frameworks, best practices, and operational procedures across the regional Customer Experience organization.
Drive alignment between Europe and global Customer Experience teams to ensure consistent customer outcomes and operational execution.
Analyze regional customer health, operational performance, service trends, adoption metrics, and satisfaction indicators to identify risks, opportunities, and improvement actions.
Produce executive-level reports, dashboards, and business reviews highlighting regional performance, emerging issues, root causes, recommended solutions, and measurable outcomes.
Lead regional reviews and provide data-driven recommendations to address customer, operational, and organizational challenges.
Establish performance metrics and governance mechanisms to track the effectiveness of customer success initiatives and service improvement plans.
Build and maintain strong relationships with customer executives, senior business leaders, and strategic stakeholders.
Lead executive business reviews, steering committees, and strategic customer engagements.
Represent the Customer Experience organization in leadership forums, customer meetings, executive briefings, and industry events.
Lead regional Service Improvement Programs (SIPs), customer recovery initiatives, and strategic improvement plans.
Drive proactive identification of customer risks and coordinate corrective actions with internal teams.
Champion continuous improvement, automation, AI-enabled capabilities, operational
Act as delegated authority for the Regional Head of Customer Experience Management, representing the organization in internal and external engagements as required.
Assume leadership responsibility for regional operational activities, governance forums, executive reviews, strategic initiatives, and customer escalations during periods of absence or delegated authority.
Support regional planning, organizational priorities, transformation initiatives, resource planning, and leadership decision-making.
Lead collaboration across Sales, Product Management, Service Operations, Engineering, Delivery, Support, Finance, and Commercial teams to ensure successful customer outcomes.
Influence stakeholders across multiple organizational levels to drive alignment, decision-making, and execution of strategic initiatives
Qualifications:
Demonstrated ability to lead, mentor, coach, and develop high-performing teams in a global and matrixed environment.
Strong leadership presence with the ability to influence without direct authority.
Proven experience managing complex cross-functional programs, transformation initiatives, and strategic business projects.
Strong governance, risk management, planning, prioritization, and execution skills.
Extensive experience managing strategic customer relationships and executive stakeholders.
Proven ability to drive customer retention, adoption, growth, and long-term partnership value.
Strong analytical and reporting capabilities with the ability to transform complex data into actionable recommendations and business solutions.
Experience developing executive dashboards, business reviews, and performance reporting frameworks.
Aviation Operations Expertise
Experience in airline operations, network operations, operational control centers (OCC), flight operations, airport operations, or airspace management environments.
Understanding of airline operational workflows, disruption management, operational decision-making processes, and network planning concepts.
Industry Domain Knowledge
Knowledge of airline operational systems, aircraft connectivity services, flight planning solutions, or mission-critical aviation technology platforms.
Ability to engage credibly with airline operations managers, OCC teams, network planners, and airspace stakeholders to translate operational challenges into business outcomes.
Technical & Analytical Capability
Understanding of data-driven decision support tools, predictive analytics, AI-enabled solutions, or operational optimization technologies is highly desirable.
7+ years of experience in Customer Experience, Customer Success, Account Management, Service Management, Aviation Operations, Telecommunications, or related customer-facing leadership roles.
Proven experience leading regional or global customer success initiatives and managing strategic accounts.
Strong people leadership, mentoring, coaching, and team development experience.
Experienced in leading cross-functional transformation programs and organizational change initiatives.
Comfortable engaging and influencing senior executives, customers, and internal leadership teams.
Strategic thinker with strong business acumen, analytical capabilities, and operational leadership skills.
Demonstrated ability to lead through complexity, manage competing priorities, and deliver measurable business outcomes.
Fluent in English; additional European languages are considered an advantage
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
Flex Week: Work from home up to 2 days/week (depending on your team's needs)
Flex Day: Make your workday suit your life and plans.
Flex-Location: Take up to 30 days a year to work from any location in the world.
Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.
Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
Compensation Note: Hidden (-999) Compensation Note: Hidden (-999)
