Job description
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.
This position has the overall responsibility of developing, implementing and maintaining business relationships with Travel Management companies located in Canada and/or the United States and provide commercial support to a portfolio of agencies with a defined revenue threshold and level of service. The position will report to the Director, Canada Sales & Global Accounts and undertake the challenging opportunity to increase Air Canada’s market share and revenue while providing superior customer service.
The incumbent will work closely with various branches in the organization to support the commercial priorities of Air Canada.
Duties and Responsibilities
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Act as main point of contact for Air Canada customer base throughout Canada and/or USA
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Proactively issue resolution and determines opportunities to continuously improve service delivery
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Responsible for monitoring the sales metrics and performance of a defined portfolio and vet those accounts that meet the required revenue threshold to be transferred to a managed portfolio
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Ensures consistent service level delivery and customer satisfaction; acts as resolution center for travel agencies and develops “win-win” solutions to make Air Canada a “Most-Preferred Partner”
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Provides direction to customers relating to tariff, application of fares, rules, and contract interpretation
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Responsible for the resolution of sales inquiries for AC and JV products by liaising with managers, JV/AC Filing teams involved in the agency channel
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Responsible for coordination and distribution of sales communication bulletins related to agency products to the travel agency community
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Completes regular reporting in Salesforce and maintains records of contractual commitments from travel agencies
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Occasional participation in special projects and customer events
Qualifications
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Bachelor’s degree in an appropriate field
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3+ years of experience in the airline/travel industry
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Strong analytical thinking, problem-solving, and negotiation skills
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Ability to think in a logical, structured manner to solve problems
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Attention to detail and proactive solution seeker
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Ability to think outside of the box and develop flexible approaches to resolve complex issues
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Demonstrates good commercial judgment and makes quick informed recommendations
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Collaborative team builder and team player – participate in different team formats and help build a culture of collaboration
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Experience in working with remote teams that are geographically separated
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Ability to work in a complex, quickly changing environment and to manage simultaneous projects while meeting deadlines
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Self-motivated individual with strong interpersonal, communication, and organizational skills
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Proficient in Excel, Word, PowerPoint, Salesforce, or other CRM tools.
Assets
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Good knowledge of the airline industry, passenger sales and marketing environment
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Experience in customer relationship management
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Business to business technical experience
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Significant project management experience or product development highly desirable
Conditions of Employment:
Linguistic Requirements
Based on equal qualifications, preference will be given to bilingual candidates.
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.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.