Manager, B2B Customer Lifecycle

**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.**

Are you an enthusiastic, passionate individual that can combine technology and business goals to drive meaningful insights and customer interactions? The Manager B2B (Business to Business) Customer Lifecycle will be responsible to effectively manage the B2B customer lifecycle and drive powerful customer interaction strategies that impact significant business growth and profitability for Air Canada's small and mid-size Business (SMB) loyalty program. The incumbent will lead the analytics solutions to gain a deep understanding of our B2B customers and maximize revenue and margin at every step along the consumer decision journey, from acquisition to adoption to upsell/cross-sell to loyalty and retention. The Manager, B2B Customer Lifecycle will report to the Director, Distribution Platforms & Product Delivery within Air Canada's Product, Marketing and Loyalty branch.

**Responsibilities**:

- Responsible to establish key performance metrics for the SMB loyalty program and provide insights for decision making on commercial strategy both short and long term through business cases and analysis to achieves sales objectives vs plan/budget.
- Drive customer lifetime value through deep analytics providing business insights; and understand customer touch points and interaction with the SMB program. Identify key drivers, to increase conversion, product adoption, retention, and upsell/cross-sell.
- Lead the development and optimization of the customer dashboard and distill meaningful insights and actionable recommendations to guide customer and business strategies.
- Partner with key stakeholders from RM, Sales, Loyalty and Marketing teams to drive business decisions grounded in insights and data and proactively identifying impactful business growth opportunities.
- Bring recommendation based on customer behaviour and utilization to support the program vision while delivering a sustainable, cost-effective program. Drive continued innovation in evolving the program offer modeling and loyalty tactics most effective at engaging the SMB audience at scale, partnering with key stakeholders.
- Identify customer segments for targeted marketing programs and work in collaboration with Manager Customer Engagement to plan marketing strategies, campaigns and incentive programs to deliver ROI-positive results throughout the customer lifecycle.
Forecast results from various tactics and advocate for resource prioritization.
- Partner with IT and the CRM data team to establish governance and make updates to the program's business rules and tier allocations through an effective customer centric model.
- Work closely with the AI team to implement prediction models to reduce churn and increase engagements. Work closely with Manger Customer Engagement to provide data insights to develop retention strategies and tactics.
- Lead and/or contribute to the development of tools and systems that can optimize market insights relevant sales data for the use of improved decision making and selling growth opportunities.
- This role will have one direct report managing the digital analytics and data structure implementation

**Qualifications**
- Bachelor's degree in Economics or Commerce, Data Analytics, Mathematics or relevant field
- Strong SQL skills required and experience with statistical analysis programs (SAS, SPSS, R, etc.) and Advanced Analytics techniques (segmentation, clustering, etc)
- Critical thinker who is not afraid to ask questions and challenge status quo
- Minimum of five (5) years of pertinent customer sand web analytics and or revenue management experience
- Knowledge of airline industry systems and or loyalty management industry, an asset.
- Experience with data visualization tool such as PowerBI, Tableau, Google Analytics, Adobe Analytics, Alteryx or similar tools.
Knowledge of digital marketing channels an asset
- Strong analytical skills required, including the ability to mine data and translate into recommended actions to drive revenue growth
- Solid knowledge of market analysis with the ability to interpret market information to identity revenue opportunities.
- Strong leadership skills with the ability to make business decisions and recommendations
- Ability to work under pressure and with tight timelines
- Excellent time management, organizational and presentation skills.
- Excellent oral and written communication skills.
- Team player with effective interpersonal skills who can work in an autonomous setting.
- Motivated self-starter who can work with mínimal direction and supervision

**Conditions of Employment**:

Mandatory Covid-19 Vaccination Required

**Linguistic Requirements**

**Diversity and Inclusion**

Air Canada is strongly committed to Diversity and Inclusi