Customer Journey Management

2 weeks ago

Toronto, Canada Air Canada Full time

**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.**

Responsible for managing the Customer Journey Management team, providing customer recovery leadership during disruptions, ensuring effective and pro-active customer recovery strategies are used.

**Responsibilities**:

- Provide leadership and direction to the Customer Journey Management (CJM) team.
- Responsible for the day-to-day management of CJM operations.
- Evaluate risk items and work on risk mitigation strategies to support business processes
- Support the introduction of new projects, products and tasks and hold briefings with the team.
- Attend conference calls, communicate and share information with all team members
- Implement initiatives designed to improve processes and performance and identify opportunities for process controls.
- Communicate with staff on a continuous basis to keep them current and knowledgeable of our processes, policies, products, performance and branch initiatives.
- Anticipate, identify and investigate any customer service failures or issues and take necessary action to resolve and prevent future occurrences.
- Play an influential role in nurturing a sense of ownership across the team and encourage employees to use their judgment and experience to make sound decisions.
- Maintain good relationships and effectively liaise with other departments and third-party service providers to ensure we are meeting their expectations and recovery requirements.
- Provide recognition and celebrate individual and team successes.

**Qualifications**
- High-school diploma
- Focused on customer service excellence and continuous improvement, must be creative and innovative thinker.
- Fundamental understanding of Airline and Airport operations, processes and procedures.
- Sense of initiative and proactive thinking.
- Strong written, verbal, and interpersonal communication skills.
- Excellent interpersonal skills; conflict resolution, communication and leadership skills.
- Ability to manage time effectively, meet deadlines, and perform well under pressure.
- Ability to work different shift patterns, including weekends and holidays, work overtime if required.
- Have good attendance.
- Analytical thinking and problem-solving abilities
- Motivated, energetic, enthusiastic, creative and innovative
- Knowledge of labor relations and experience in managing a unionized workforce is an asset.
- Excellent working knowledge with MS Office programs, Altea, Communicator, Netline and relevant IT systems used in SOC.
- Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

**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.

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