Premium Lounge Manager

1 week ago

Dorval, Quebec, 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 on the company's customer-centric vision.


The Premium Product Manager supports the management and operational responsibility for Aeroplan eligibility, access and policies for 29 Signature Suites, Maple Leaf Lounges and Air Canada Cafes located in Canada, the US and Europe.

This role must balance the demands of the daily operation while contributing to the long-term planning of the systems, policies and processes to ensure our premium customers can seamlessly access our lounge product.


Key Functions & Accountabilities:

Lounge Training and IT Programs

  • Be the Aeroplan eligibility and access policy expert for internal and external stakeholders
  • Work closely with the loyalty team to ensure that Aeroplan Elite customers and premium cardholder access is seamless and troubleshoot all access issues with relevant stakeholders
  • Support training team with all training requirements, documents and materials to ensure Customer Experience Specialist and Managers have all the latest information related to Aeroplan Lounge product eligibility, policies and access
  • Provide onsite training support and coaching program to frontline staff as required to ensure proper delivery of service to our Aeroplan customers
  • Support the software development of lounge credentialing systems, including troubleshooting with information technology and suppliers
  • Support new lounge openings by creating training workback plans to ensure customer experience standards are met

Lounge Contracts

  • For international airports where no Air Canada lounge product exists, identify lounge access opportunities for Aeroplan & premium customers and along with strategic procurement, negotiate with service providers for required access agreements
  • Working with service providers, airport and digital teams, ensure signage opportunities are maximized for awareness of Air Canada premium customers
  • Support the Manager, Premium Lounges with new product developments and strategies

Lounge Revenue Programs

  • Oversee all lounge revenue programs and the associate front and backend program management tool
  • Support with setting the pricing and revenue strategy to ensure all revenue program remain on par with costs and competitive pricing
  • Manage lounge contact center and resolution process, in close collaboration with contact centres.
  • Serve as the primary point of escalation for all Maple Leaf Club customer escalations and work with customer relations on ensuring successful resolution.
  • Other Airlines and Star Alliance Contracts:
  • Support the negotiation for lounge access policies and pricing with other airlines or lounge access programs
  • Draft all relevant access contracts with internal stakeholders
  • Act as Air Canada lead on above and beyond agreements with Star Alliance and OAL contracts.
  • Support Manager, Premium Lounges with Star Alliance meetings and audits
  • 3rd party access contracts:
  • Manage 3rd party programs and credentialing needs
  • Evaluate new 3rd party lounge access proposals and implement as needed.
  • Execute program upgrades and modifications as well as new payment processes.
  • Oversee training of lounge managers
  • Act as Air Canada lead on 3rd party revenue accounts
  • Maple Leaf Lounge guest access, a la carte access and Aeroplan vouchers:
  • Manage various 1-time Maple Leaf Lounge access accounts, such as ancillary proposition and walk-in fees.
  • Act as Air Canada support on additional revenue accounts

Maple Leaf Lounge Operations

  • Will be responsible for daytoday access and eligibility operations and will play a key role in supporting the development of the roadmap and longterm vision for Air Canada's Lounge products that aligns with the broader Product strategy
  • Support as needed the Manager, Premium Lounges

Qualifications

  • Minimum 35 years of airline, airport, premium lounge or hotel/restaurant operations experience
  • University or college degree in Management, IT or a related field
  • Good knowledge of Air Canada's products and services
  • Strong understanding of contracts, partnerships, and collaborative projects with information technology
  • Highly attentive and detail oriented
  • High degree of professionalism and discretion
  • Excellent organizational skills and work ethic
  • Autonomous selfstarter that can adapt quickly to change in direction and priorities
  • Must be able to work concurrently on multiple projects with competing timelines
  • Strong teamwork attitude, positive leadership and collabor

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