Supports customer acquisition, retention, sales engagement, CRM administration, pipeline tracking, market analysis, webinars, and sponsorship activities. Coordinates customer and prospect follow-ups, proposals, RFPs, sponsorship agreements, deliverables, reporting, and promotional initiatives. Maintains accurate CRM data and provides sales insights to support prospect prioritization and planning. The role requires strong organization, communication, analytical, customer service, and coordination skills in a hybrid international environment.

Leads ACI’s global market research and intelligence function, including the Airport Service Quality program serving more than 400 airports. Oversees research strategy, survey delivery, reporting, dashboards, quality assurance, market intelligence, advisory services, publications, stakeholder relationships, vendor partnerships, and team development. Translates customer and industry insights into strategic recommendations, innovative research products, and improved airport customer experiences.

Manage and verify airport CX accreditation assessments (Levels 1–5), conduct remote and on-site verifications, prepare reports with recommendations, mentor junior verifiers, support program improvements, maintain accreditation systems, and assist outreach and AI tool development to improve processes.