Manager, Premium Product

1 week ago

Toronto, Ontario, Canada Air Canada Full time

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's guiding brand principles - Flight Path - puts the customer at the center of everything we do.

A welcoming, thoughtfully designed, and loyalty-building customer experience supported by glowing-hearted hospitality is critical to executing the company's customer-centric vision.


Reporting to the Senior Manager, Premium Product, the position supports the service delivery and implementation of the Premium Airport & Signature Services products including Maple Leaf Lounges, Signature Suites and Concierge & Tarmac Valet Services.


The Manager, Premium Product will work closely with key stakeholders throughout the company to deliver the products and services that support Air Canada's Premium Airports services, customer experience goals and commercial strategy, while ensuring excellence, consistency, and efficiency in delivery.

Collaborative relationships with operational groups and business partners are key to the success of this job at all levels.

The cross functional nature of these efforts will require that the Manager, Premium Product provide timely product briefings and operational adjustments to multiple internal branches and external suppliers and partners.


Maple Leaf Lounges and Air Canada Café
The position will lead end-to-end operational management of all YYZ lounges, in addition to support the rest of the Air Canada lounge network - US and INTL

s including:

  • Manage lounge product as per scope, budget and guidance provided by Senior Manager Premium Product
  • Food and beverage program
  • Digital newspaper and magazine content
  • Business services
  • Washroom and shower amenities
  • Staff service standards
  • Biosafety standards
  • Recommend innovative product ideas that will enhance the premium inlounge customer experience.
  • Provide direction and resolution for any issues pertaining to the Maple Leaf Lounge access policies, standards or specifications.
  • Manage the internal and external crossfunctional implementation of various lounge products and services. Project lead from inception to delivery, including identification of needs, business case development, launch events and internal/external communication plans.
  • Primary internal contact for external lounge service providers.
  • Set service level standards and expectations and ensure adherence be an Air Canada brand ambassador.
  • Support compliance by developing and leading audit plans of lounge services together with internal and external stakeholders.
  • Support airports with all training requirements.
  • Provide onsite training support and coaching program to frontline staff as required to ensure proper delivery of service to our customers.
  • Ensure that all Air Canada lounge information reflects Air Canada's brand image and is accurate across all internal and external touch points.

Signature Suites
The position is responsible for the operational management of all Signature Suite facilities.

Through leadership, negotiation and influence, the Manager works closely with internal (airport operations, corporate real estate, strategic purchasing, finance) and external (service providers, airport authorities, vendors and suppliers) stakeholders to create and ensure a consistent and seamless product for our premium customers.


  • Oversee the Signature Suite product and service specifications:
  • Accountable for the development, measurement and adherence of service level standards
  • Develop and lead mitigation plans to address service deficiencies
  • Manage the Signature Suite product as per scope, budget and guidance provided by the Senior Manager, Premium Product
  • Food and beverage program
, including management of key partners required to support product proposition, and ensuring alignment to on-board program.

  • Digital newspaper and magazine content
  • Washroom and shower amenities
  • Staff service standards
  • Technology innovations facilitating customer experience and service deliveries
  • Biosafety standards
  • Recommend innovative product ideas that will enhance the Signature Suite customer experience
  • Provide direction and resolution for any issues pertaining to the Signature Suites (including external stakeholders and customer feedback resolution)
  • Primary internal contact for external service providers, providing positive direction and leadership regarding products & services, staffing levels and other operational issues.
  • Ensure all facilities are maintained to a high standard and in partnership with the Corporate Real Estate team, champion any refurbishments, furniture replacements or facilities updates.
  • Provide onsite training support and coaching program to frontline staff as required to ensure proper delivery of service to our customers.
  • Partnering with the Brand

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