Director Customer Success Operations MEA

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.

In this role, you will lead and drive the strategic initiatives in the SITA geography to transform the SITA customer operation function into customer success.

This position involves overseeing the development and execution of a customer-centric approach, leveraging data-driven insights, innovative technologies, and best practices to enhance customer experiences, maximize customer retention, and drive long-term value.

You will work closely with cross-functional teams, including Sales, Marketing, Product, and Operations, to align customer success strategies with SITA and the Geo overall business objectives.

You will represent the Customer Success function as part of the geography leadership team.

Strategic Leadership:

• Develop and implement customer success strategies aligned with SITA’s growth        objectives across the product portfolio and customer segments.
• Lead initiatives to support business growth, enhance product adoption, ensure service quality, improve customer engagement, and resolve customer issues.
• Establish and monitor key performance indicators (KPIs) for customer success initiatives.
• Stay informed about industry trends and innovations to contribute to global customer success practices. 

Customer Experience and Operations Management:

• Drive customer-centric practices ensuring a seamless and consistent experience.
• Manage customer engagement and loyalty through effective customer success practices.
• Maintain executive-level relationships with key regional accounts.
• Use customer feedback and data analytics to improve satisfaction and retention.
• Collaborate with portfolio operations and product teams to inform product development.
• Oversee IT operations across multiple sites, primarily airports, ensuring consistent and efficient operations.
• Ensure the availability, performance, upkeep, and security of IT systems and networks.

Change Management:

• Lead change management efforts for customer success transformation, focusing on communication, training, and adoption strategies.
• Collaborate with internal stakeholders to align goals, share best practices, and secure buy-in.

Budget Planning and Management:

• Develop and manage the budget, ensuring cost-effectiveness and efficient resource allocation.
• Monitor and report on budget variances, providing strategic recommendations.

Team Leadership:

• Build, lead, and mentor a team of high-performing Customer Success professionals.
• Provide mentorship and professional development opportunities.
• Establish a high-performance culture focused on customer success and long-term relationships.
• Collaborate with peers in other geographies to contribute to SITA's Customer Success common practices.

Cross-functional Collaboration:

• Partner with Sales, Marketing, and Product teams to align on customer success strategies.
• Facilitate collaboration between customer success and other departments to enhance the overall customer journey

• Bachelor’s or Master’s degree in information technology, Computer Science, or a related field.
• Proven experience in a customer success role.
• Previous customer-facing leadership role overseeing IT operations, ideally across multiple geographic locations.
• Relevant transformation and change management experience.

Technical Skills:

• CRM Systems
• Data Analytics (knowledge of Reporting & Analytics Tools)

Functional Skills:

• Strategic Planning
• Leadership & Team Management
• Customer Relationship Management
• Innovative mindset
• Communication & Collaboration
• Problem Solving
• Risk Management

NICE-TO-HAVE:

• Relevant certifications (e.g., ITIL, PMP, CISSP)

Please Note that Extensive Travelling will be required in this position - up to 50%.

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: Level up your skills with our training platforms, including LinkedIn Learning!

🙌 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.