Flight pass responsibilities:

• Implement integrated marketing plans to improve audience targeting by working with the CRM (customer relationship management/Loyalty teams) to reach new customers. 
  
• Analyse, evaluate and create new flight pass products and improve on existing products to increase annual flight pass revenues.
  
• Provide second level escalation for resolution of customer queries pertaining to Flight Pass.
  
• Create and manage flight pass policies and liaise with Commercial/IT/Legal teams on the implementation of new policies.
  
• Conduct thorough analysis of flight pass sales by region and product type to implement pricing adjustment recommendations and ad hoc and annual reviews based on commercial strategy changes.
  
• Create, implement, and maintain new Flight Pass products in the proprietary software administrator console.
  
• Ensure integrity of the Flight Pass product website’s terms and conditions, content and pricing levels on aircanada.com.
  
• Responsible for the product lifecycle including quality assurance, intra-departmental and customer query escalation.
  
• Responsible for all Flight Pass revenue reporting and tracking.
  
• Responsible for the Flight Pass service-now access requests and conduct quarterly certification of user’s access.
  

Non-tariff products responsibilities:

• Implement and maintain NTP products in the proprietary software administrator consoles. 
  
• Ensure integrity of the NTP products, aircanada.com terms and conditions, NTP discounts content on aircanada.com.
  
• Produce reports to provide analysis on the performance of marketing offers and campaigns that used the NTP promo codes and share with various stakeholders. 
  
• Manage Customers queries and resolve entry level escalation and solutions while ensuring the integrity of the program.
  
• Liaise with other commercial/IT teams for products life cycle and products quality assurance; implement new and adjust policies as needed. 
  
• Assist in producing the NTP quarterly non-revenue travel reports for executive review; coordinate maintenance and administration of NTP allotments per branch and manage discounts administration section; interact with NTP Products Owners for the entire Corporation.  
  
• Participate in the development and design of the NTP application. 
  
• Coordinate the NTP service-now access requests and conduct quarterly certification of user’s access.
  

Qualifications

• University or College degree required
  
• 3+ years of relevant experience Web business application experience an asset
  
• Working knowledge of business application software (Word, PowerPoint, aircanada.com). Amadeus Altea experience preferred
  
• Proficient in the use of Microsoft Excel
  
• Work experience in Call Centers, Airports, Customer Solutions, or similar service delivery setting
  
• Skilled in customer interaction
  
• Ability to perform with a high degree of accuracy
  
• Proven organizational and problem-solving skills, able to recommend and implement effective solutions
  
• Ability to work on multiple tasks and to prioritize heavy workloads and tight deadlines
  
• Self-starter, energetic with strong sense of initiative and a creative approach to solving problems
  
• Strong team player with excellent interpersonal and communication skills