Manager, Global Proactive Customer Care

6 months ago

Toronto, 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.**

As part of the Global Proactive Customer Care team, you will foresee and minimize situations that could derail a customer's travel experience within the operational/arrival window (-/+ 72 hours of flight date) across Air Canada's global network.

This position oversees the execution of superior service delivery and proactive customer recovery as part of a dynamic team. The positions will be based at our System Operations Control Centre in Brampton, Ontario.

This position will collaborate with cross-functional teams and be empowered to take prompt and practical actions to deliver a seamless travel experience and recover customer's journeys. The position is responsible to ensure our customers feel supported and maintain a positive image of our brand. The Manager, Global Proactive Customer Care will be expected to think outside the box, deliver innovative, well-designed, and quickly adopted solutions and manage the recovery experience with empathy.

The incumbent will collaborate closely with Customer Contact Centres, System Operations Control, Network Planning, Airports, In-flight Services, Corporate Communications, and other branches across the organization to make decisions in real-time to effectively resolve issues and impact to customer experience incidents, to maintain customer loyalty and minimize brand damage in the recovery process.

The Global Proactive Customer Care Team will set the way for a future that enables Air Canada to be recognized as an empathetic, customer-oriented organization that values its customers, takes ownership of service failures, and ensures timely recovery.

**Accountabilities (Responsibilities):
- Lead and drive the strategic vision and direction for in-the-moment service recovery, to mobilize communications, teams, and resources across multiple branches globally to recover customer experiences. Establish and maintain effective relationships with key internal and external stakeholders to ensure alignment and integration of service recovery initiatives.
- Design and optimize the post-flight information system within the CRM databases to deal with any post-flight complaints efficiently and proactively in a seamless and personalized manner.
- Continuously monitor feedback received during recovery moments, identifying trends and opportunities for improvement, working with other internal stakeholders to derive plans addressing the identified pain points.
- Responsible for making customer-centric decisions autonomously and accountably, utilizing vital interpersonal, customer service, and decision-making skills, including directing and overseeing assigned cross-functional resources within the Customer Contact Centre (Call Centres/Customer Relations) to implement directives regarding compensation issuance, ticketing changes, etc.
- Collaborate with dedicated points-of-contacts across multiple operational branches, regions and countries to mobilize recovery protocols when needed, taking into account the diverse and dynamic customer needs and expectations (e.g., concierge to meet the customers off a flight, In-flight crew to interact with the customer while in-flight, etc.) Influence and persuade stakeholders to overcome resistance and foster commitment to the service recovery vision and goals.
- Accountable to recover 90% of the customer experiences to the customer's satisfaction within KPIs, as established.
- Proactively identify instances of customer impact through systems and internal stakeholder input.
- Lead assigned resources to ensure that the established processes, policies, procedures, and government regulations are being met/exceeded while safeguarding the company's interest/assets.
- Monitor daily work volume trends and coordinate with the Intraday department to lead assigned work teams to meet/exceed the Department's SLAs/KPIs while ensuring that customers are promptly recovered.
- Develop and manage files/incidents that are actioned through the team.
- Keep track of recovery completed to highlight trends and implement mitigation strategies to address the identified root causes. Accountable for ensuring continuous improvement and customer experience satisfaction across the organization.
- Act as the SME on customer recovery insight. Influence assigned resources to allow the company to make decisions that meet the needs of our customers and enhance the brand reputation.
- Communicate factual and conceptual information involving explanation of complex and detailed situations or problems to customers, internal and external stakeholders, and senior management, using persuasive and diplomatic skills to resolve difficulties.
- Support the development of Customer Resolution strategies and practices that support Air Canada's co

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