Description
Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
Air Canada has re-launched an all-new, digital-first Aeroplan program that transformed the way it engages with its customers, creating more rewarding relationships. As part of this effort, our mandate is to optimize how we deliver program recognition and benefits. We are looking for a candidate who will thrive in a highly-collaborative, innovative, fast-paced environment to execute and operationalize program features and policies.
The Loyalty Recognition & Benefits Manager will provide support on the design, development, delivery and ongoing execution of the Elite status recognition & benefits portfolio, geared to recognizing and rewarding Air Canada’s most valuable Aeroplan members. Working in a fast-paced environment, this role will work with Air Canada’s commercial, operations and IT branches as well as external organizations. This position will support Air Canada’s loyalty marketing objectives and will report to the Manager, Loyalty Benefit Development in the Loyalty branch.
Responsibilities:
- Act as the first point of contact for internal stakeholders (including front-line groups) on policies, processes, questions and issues regarding Loyalty Program benefits, such as those part of Aeroplan Elite Status (eg. eUpgrades, Status Passes, etc) and the Aeroplan Credit Card portfolio (eg. Priority Travel Benefits, Companion Pass).
- Support the Recognition Program Delivery team in the day-to-day management of Aeroplan’s Recognition Programs, such as Aeroplan Elite and Air Canada Million Mile Status, and ensure member satisfaction.
- Work collaboratively and participate in design and development sessions with other stakeholder groups such as eCommerce/Digital, Technology, Marketing and Partnerships teams.
- Daily tasks will include escalation triage, defect reporting, analysis, assessment of operational impacts, and competitive benchmarking.
- Support efforts related to product development, execution & optimization, including business requirement capture and QA testing support.
- Monitor the eUpgrade application, including ad hoc requests, changes, and queries from both internal stakeholders and customers.
Qualifications
- Requires a college degree, or 3+ years equivalent experience in airline customer service, loyalty and/or travel industry considered a strong asset
- Good analytical and financial management skills.
- Team player with excellent interpersonal skills.
- Good organizational skills and the ability to multi-task.
- Strong computer skills including Microsoft Office applications.
- Good judgment with commercial sense/experience
- Good presentation and communication skills (oral & written) in English and French.
- Knowledge of the airline industry, Air Canada and/or the Aeroplan program is preferred
- Knowledge of Project Management tools (Atlassian JIRA/Confluence); Airline Passenger Service Systems (Amadeus Altea), and/or Loyalty Systems (IBS iFly) all considered strong assets.
- Bilingual: EN/FR a strong asset
Conditions of Employment:
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Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
Linguistic Requirements
Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
