Cabin Crew Experience Manager

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.**

**Position can be done out of Toronto, Montreal or Vancouver.**

Responsible for managing and executing IFS initiatives and programs relating to IFS Employee Appreciation, IFS Employee Uniform program, IFS Special Assignments and the IFS ambassador program. This role also supports the Cabin Crew Experience team with the evaluation, planning, development and implementation of IFS programs, projects and branch initiatives. The incumbent will collaborate effectively with the Corporate Recognition Team on branch specific initiatives to drive employee engagement and will collaborate with the Employee Communication team on employee messaging.

**Responsibilities**:
IFS Initiatives:

- In collaboration with Corporate Recognition, support in the creation of clear, engaging and technically accurate program proposals, ensuring consistency with IFS vision, strategy and Air Canada business objectives to drive employee performance and engagement.
- Assist in the coordination and preparation of effective IFS initiatives/project work plans, including program status updates, milestones, timelines, deliverables and reporting;
- Research, develop and recommend new opportunities to support change and/or enhancement of business practices and departmental processes related to Cabin Crew Experience;

Safety and Regulatory:

- Maintain, control and archive via Orlando, the IFS Emergency Response Procedures manual in accordance with established guidelines described in the Corporate Safety Management Manual Publication 100.

Employee Appreciation:

- Work in coordination with the Corporate Recognition Team to develop and implement IFS appreciation initiatives and events and support the development and implementation of strategies to enhance a culture based on recognition, promote the effective and consistent use of the
- corporate Shine platform, and improve processes specific to IFS appreciation;
- Manage the day-to-day correspondence and execution of commendation messages in accordance with the approved IFS Recognition matrix,
- Track and provide statistical data based on appreciation initiatives and commendations,
- In collaboration with Corporate Recognition, constantly innovate and evolve the IFS appreciation initiatives to optimize the value on the employee experience,
- In collaboration with the Operations Employee Recognition Manager, benchmark best practices from other airlines IFS groups and top customer service companies that excel at appreciation and determine applicability to Air Canada
- Work in partnership with the Operations Employee Recognition Manager, to manage the IFS Cabin Crew and Management engagement and appreciation strategy execution including events and programs consistently among all IFS bases;
IFS Special Assignments:

- Manage the selection and deployment of the IFS Special Assignment process effectively and consistently,
- Track and report accurate data for the purpose of crew pay.

IFS Uniform Program:

- Work with the Corporate Uniform Program team on the effective delivery of new uniform components;
- Work in collaboration with the Brand Uniform Program team to support the uniform program for cabin crew and management staff and to review and improve uniform components for cabin crew;
- Work in collaboration with the IFS partners and contractors to support the repair and replacement of cabin crew luggage and warranty agreements;
- Support the design and implementation of uniform campaigns to promote brand image.

**Qualifications**
- 3-5 years experience in engagement, recognition and/or In-flight Service operations;
- Excellent interpersonal and communication skills (written and verbal);
- Ability to manage large and complex projects with a proven ability to plan and organize;
- Experience in building a comprehensive framework to support an overall cultural objective within an organization;
- Strong analytical, comparative, innovative and creative skills;
- Strong employee and customer focus, intercultural competence;
- Demonstrated ability to foster the spirit of communication, collaboration and continuous improvement and to influence and persuade others to action;
- Ability to cultivate strong collaborative working relationships and viewed as credible;
- Ability to meet deadlines, work under pressure and achieve multiple objectives;
- Willingness and ability to travel extensively, must hold a valid passport;
- Airline / hospitality experience an asset, if airline, Inflight experience is a definite asset;
- Bachelor's Degree; Business Administration, Communication, Project Management or PMP Certification an asset;
- Air Canada Flight Attendant experience an asset
- Experience in a unionized environment is a benefit
- Ability to work evenings and

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