Position title: Assistant Manager, Customer Engagement and Administration (temporary, 12 months)

Reports to: Director, Airport Experience and Strategy

Location: Montreal, Canada

I. Areas of responsibility:

The Assistant Manager, Airport Experience CX plays a vital support role in the Airport Customer Experience Accreditation and Awards programs. This position focuses on administrative coordination, customer care, and operational support to ensure smooth program delivery. The Assistant Manager works closely with internal teams and external stakeholders to maintain program excellence and efficient operations.

II. Major Duties and Accountabilities:

Customer Experience Accreditation Support

• Manage daily customer care operations including mailbox administration and response to inquiries from participating airports
• Execute administrative processes including masterfile maintenance, invoicing, and documentation management
• Coordinate the onboarding process for new participants, including preparation of instruction emails, assessment forms, and digital workspace setup
• Support verification processes by managing assessment form submissions, confirmation communications, and digital certificate issuance
• Maintain follow-up systems for program deadlines, guideline updates, and accreditation renewals

ASQ Awards Coordination

• Coordinate internal communications between ASQ Operations, Sales, Office of Director General, Marketing Communications, and Events teams
• Manage the awards ceremony logistics including participant registration, trophy production, and shipping arrangements in collaboration with the vendor
• Prepare and distribute winner communications including CEO letters, instruction packets, and ceremony information
• Maintain accurate records of winner information, ceremony attendance, and trophy distribution
• Support the coordination of awards ceremonies including presentation materials, running orders, and on-site logistics

• Support the development and updating of program materials and resources
• Assist in the preparation and analysis of satisfaction surveys
• Contribute to special projects as assigned by management

ASQ & accreditation Marketing & Communications Coordination

• Support the development and execute the ASQ global communications strategy
  • Plan and manage ASQ communications including promotional email campaigns and quarterly newsletters
  • Create and/or curate content for multiple channels including website, newsletters, and social media such as blog posts, case studies, and member testimonials
  • Manage the ASQ LinkedIn Group through strategic planning and regular content posting
  • Analyze communication performance to optimize communication strategies
  • Update and maintain website content for ASQ Awards, CX Accreditation, and Passenger Plus
• Forum and Summit
  • Create and update the invitation list
  • Produce the speakers' invitation letters & ensure their accuracy
  • Support the Forum & Summit planning
• Coordinate with Marketing Communications team on content development and campaign execution for ACI members
  • Guide and validate content proposal, approve campaigns

III. Qualifications:

• Bachelor's degree in business administration, marketing, communications, or related field
• Excellent English language skills, both written and verbal
• Experience in digital marketing and content creation, and marketing campaigns
• Strong organizational and administrative capabilities with attention to detail
• Proficiency in Microsoft Office Suite and digital collaboration tools
• Experience in customer service or program administration, a plus
• Proactive, collegial, tactful, diplomatic and discreet in all dealings
• Ability to communicate in a welcoming, effective and dynamic manner

IV. ACI World Values

• Integrity
• Member Focus
• Professionalism
• Teamwork