Manager, Stittsville Travel Store

**CAA North & East Ontario's success depends on great people. If you are ready for the challenge, find your job here.**:
CAA North & East Ontario offers a wide range of career opportunities in our Head Office / Administration Center (Finance, IT, Marketing etc); our award winning Call Centers; Emergency Roadside Assistance and our full service CAA Stores. We are an equal opportunity employer with some excellent benefits.

**Why work with us?**:

- We help people develop their professional interests and support career development within the Club
- We pay 100% of the individual full time employee premium for health/dental/insurance plan coverage*
- (* for employees working a minimum of 30 hours a week for a minimum of one calendar year)_
- Generous paid time off policies
- Defined Contribution Pension Plan
- Our members are the best, and all our full time staff are members
- (* for employees working a minimum of 30 hours a week for a minimum of one calendar year)_
- We do good things for people. As a not for profit, we advocate for passenger rights and safety on the roads. We sponsor car seat clinics; offer free battery tests and a host of other member services.
- We offer Educational Travel Tours (familiarization trips) to our travel employees.
- Generous discounts on merchandise sold in stores and applicable discounts on travel.
- You will not be bored We are a medium sized employer (less than 200 employees) who do a lot of interesting things.
That means our employees are empowered to ask questions & provide input and we can act on it quickly.

**POSITION**:Manager, Stittsville Travel Store**

**LOCATION: 5703 Hazeldean Rd. Unit 8, Stittsville, ON K2S 0P6**

**Summary Description**

The Manager, Stittsville Travel Store is responsible for overseeing the efficient and effective operation of the CAA Travel Store. Reporting to the Director, Retail and Call Centre Sales, the Manager leads a team of skilled Travel Consultants, North American Travel Consultants, and Member Service Consultants, fostering a culture of excellence and delivering outstanding customer experiences.

The Manager’s primary focus is to promote and sell CAANEO's comprehensive range of travel, membership, and insurance products, ensuring sales targets are met and exceeded. They play a crucial role in driving revenue growth through strategic planning, sales analysis, and implementation of incentive programs to motivate the team.

The Manager is responsible for team management, training, and development, providing guidance and support to enhance the team's product knowledge, sales techniques, and customer service skills. They effectively communicate and collaborate with corporate partners in Marketing and Sales to contribute to the success of joint initiatives and marketing campaigns promoting CAANEO's products.

The Manager maintains compliance with industry regulations, such as TICO and IATA, and ensures PCI DSS compliance to safeguard customer payment card data. They collaborate closely with Travel Operations and Product Development to optimize travel-related services and stay updated on the latest industry trends.

**Duties & Responsibilities**

Leadership and Team Management:

- Lead and inspire a team of Travel Consultants, North American Travel Consultants, and Member Service Consultants, providing guidance, training, and support to foster a culture of excellence and continuous improvement.
- Conduct regular performance evaluations and create individual development plans for team members to enhance their skills and capabilities.
- Ensure effective communication within the team and across departments, fostering a collaborative and positive working environment.
- Handle staffing matters, including recruitment, scheduling, and resolving personnel issues in coordination with Human Resources.

TICO and IATA Compliance:

- Ensure that the Travel Store operates in full compliance with the regulations set forth by the Travel Industry Council of Ontario (TICO) and the International Air Transport Association (IATA).
- Stay informed about updates to TICO and IATA regulations and ensure that the team is knowledgeable about and adheres to all requirements.
- Oversee the handling of customer complaints, refunds, and other issues related to TICO and IATA compliance.

Financial Management:

- Prepare and manage payroll, time, and personnel records for the Human Resources Department.
- Oversee cash handling, security, and financial transactions within the Travel Store.
- Monitor budget and expenses, identifying opportunities for cost optimization and revenue growth.
- Implement change management and new systems/procedures as assigned by management.

Operational Excellence:

- Ensure complete service is provided to Club members and clients, personally and through staff, for all travel-related needs, such as Triptik order fulfillment, Travel Agency bookings for airlines, tours, cruises, hotels, cars, travel insurance, International Driving Permits, Pa