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Specialty Programs Analyst
2 weeks ago
**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 Flight Passes are prepaid flight credits purchased by businesses and individual consumers to be redeemed for travel on Air Canada flights. Non-Tariff Products is the program that produces and manages discount codes used in various marketing campaigns as well as corporate internal travel needs.
The Specialty Programs Analyst is responsible for activities related to both Flight Passes, and Non-Tarif Products (NTP), including finding opportunities to stimulate flight pass annual sales, initiating and maintaining Flight Pass pricing changes, day-to-day maintenance, and administration of the NTPs and assisting NTP tool users to bring new offers to the market. They will conduct in-depth analysis on flight pass product sales utilization and new market segments to improve product offerings to increase flight pass sales.
**Flight pass responsibilities**:
- Implement integrated marketing plans to improve audience targeting by working with the CRM (customer relationship management/Loyalty teams) to reach new customers.
- Analyse, evaluate and create new flight pass products and improve on existing products to increase annual flight pass revenues.
- Provide second level escalation for resolution of customer queries pertaining to Flight Pass.
- Create and manage flight pass policies and liaise with Commercial/IT/Legal teams on the implementation of new policies.
- Conduct thorough analysis of flight pass sales by region and product type to implement pricing adjustment recommendations and ad hoc and annual reviews based on commercial strategy changes.
- Create, implement, and maintain new Flight Pass products in the proprietary software administrator console.
Responsible for the product lifecycle including quality assurance, intra-departmental and customer query escalation.
- Responsible for all Flight Pass revenue reporting and tracking.
- Responsible for the Flight Pass service-now access requests and conduct quarterly certification of user's access.
**Non-tariff products responsibilities**:
- Implement and maintain NTP products in the proprietary software administrator consoles.
Produce reports to provide analysis on the performance of marketing offers and campaigns that used the NTP promo codes and share with various stakeholders.
- Manage Customers queries and resolve entry level escalation and solutions while ensuring the integrity of the program.
- Liaise with other commercial/IT teams for products life cycle and products quality assurance; implement new and adjust policies as needed.
- Assist in producing the NTP quarterly non-revenue travel reports for executive review; coordinate maintenance and administration of NTP allotments per branch and manage discounts administration section; interact with NTP Products Owners for the entire Corporation.
Coordinate the NTP service-now access requests and conduct quarterly certification of user's access.
**Qualifications**
- University or College degree required
- Proficient in the use of Microsoft Excel
- Work experience in Call Centers, Airports, Customer Solutions, or similar service delivery setting
- Skilled in customer interaction
- Ability to perform with a high degree of accuracy
- Proven organizational and problem-solving skills, able to recommend and implement effective solutions
- Ability to work on multiple tasks and to prioritize heavy workloads and tight deadlines
- Self-starter, energetic with strong sense of initiative and a creative approach to solving problems
- Strong team player with excellent interpersonal and communication skills
**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.
