Regional Senior Customer Experience Manager

TL;DR

Regional Senior Customer Experience Manager: Leading the America & Europe regional CxM team to execute global strategy, ensure customer engagement excellence, and deliver measurable business value. Focus on strategic leadership, operational discipline, and executive customer partnership to drive satisfaction, retention, and commercial growth.

Location: Montreal, Canada, with hybrid work format including up to 2 days work from home per week and flexible location up to 30 days per year.

Company

hirify.global powers the global air travel industry with technology and communication innovations, serving 95% of international airports and over 2,500 transportation and government clients worldwide.

What you will do

• Execute global CxM framework and ensure adoption of engagement models, governance, and tools across the region.
• Act as executive sponsor and escalation leader for key customers, managing major escalations and driving service improvement plans.
• Optimize commercial and contract value by aligning CxM activities with renewals and upsell opportunities.
• Ensure operational excellence through accurate reporting, customer health monitoring, and continuous process improvement.
• Lead and develop a regional team of 10–15 Customer Experience specialists, fostering a customer-centric culture and managing career progression.

Requirements

• Location: Must be based in Montreal, Canada.
• 10+ years experience leading Customer Success or Experience teams in complex B2B environments.
• Strong leadership, operational discipline, and commercial acumen.
• Experience managing executive-level customers and escalations.
• Bachelor's degree in IT/Telecom or Business or equivalent.
• ITIL Service Management Certification.

Nice to have

• ITIL or Customer Success certifications.
• Proficiency in additional languages.
• Aviation industry experience.

Culture & Benefits

• Hybrid work with up to 2 days work from home weekly and 30 days flexible location per year.
• Employee Assistance Program and personalized health support platform.
• Professional development opportunities including LinkedIn Learning.
• Competitive benefits aligned with local market and employment status.
• Diverse and inclusive work environment.