Loyalty Recognition

**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 seeks a passionate product manager to contribute to the successful design, development, delivery and ongoing management and evolution of the suite of Aeroplan benefits used to recognize Air Canada's most valuable Aeroplan members via our partnerships and the Elite status program. Working in a fast-paced environment, this role will be tasked with managing day-to-day operations and smooth delivery of Aeroplan benefits and the Elite program, supporting the optimization of program policies and processes, and deliver on member satisfaction. The Loyalty Recognition & Benefits Manager will uphold Air Canada's loyalty marketing objectives and will report to the Manager, Loyalty Benefit Development in the Loyalty branch.

**Responsibilities**:

- Managing the day-to-day operations of Aeroplan's Recognition Programs (with a focus on Status Qualification) & the delivery of benefits available via the Elite Status program, our cobrand credit cards, and other partnerships.
- Analyzing, developing, and communicating product processes and policies to different internal stakeholders to ensure the success of Loyalty-driven travel benefits.
- Working to ensure our front-line groups (including Concierge Services, Customer Experience Specialists & Contact Centres) have a clear & effective awareness of Elite & Cobrand benefits such as those part of Aeroplan Elite Status (eg. eUpgrades, Status Passes, etc.) and the Aeroplan Credit Card portfolio (eg.
- Priority Travel Benefits, Companion Pass).
- Work collaboratively in design and development sessions with other stakeholder groups such as eCommerce/Digital, Technology, Marketing and Partnerships teams.
- Providing competitive benchmarking by monitoring, understanding market trends, customer behaviours, product performance, loyalty business models and competitive positioning within the Canadian marketplace and the broader loyalty and airline industry.
- Lead efforts related to product development, execution & optimization, including business requirement capture and overseeing QA testing.
- Rigorously upholding the member experience and value proposition by ensuring a strong customer-centric focus in the development of new program features, while simultaneously ensuring business objectives are met.

**Qualifications**
- Bachelor's degree in marketing, eCommerce or other related discipline required.
- Minimum 3 years of hands-on experience in airline customer service, loyalty and/or travel industry.
- Solid knowledge of Aeroplan Loyalty products and programs (Aeroplan Elite, eUpgrades, Cobrand Travel Benefits, Aeroplan Threshold Programs, Air Canada Million Mile)
- Proficiency in Project Management tools (Atlassian JIRA/Confluence); Airline Passenger Service Systems (Amadeus Altea), and Loyalty Systems (IBS iFly).
- Experience working across different stakeholders from multiple disciplines.
- Must be comfortable dealing with Aeroplan members directly on situations that often fall outside regular scope of the program.
- Ability to analyze primary and secondary data to inform product decisions and strategies.
- Good organizational and time management skills; ability to multi-task; and manage long term projects.
- Strong operational experience, with ability to bring reality to ideas and support implementations to successful completion.
- Solid communication skills (oral & written) in English and French and ability to convey ideas to working groups within the organization.

**Conditions of Employment**:
**Linguistic Requirements**

**Diversity and Inclusion**

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.