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Manager, Customer Service Innovation and CRM - Temporary - 35612

Location: TORONTO, ON, Canada
Posting Start Date: May 15, 2024
Posting End Date: May 22, 2024


Job 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.

The Manager, Customer Service Innovation and CRM is responsible to develop and implement service innovations specific to Customer Service Centres globally while overseeing the daily oversight and management of the Customer Relations Management (CRM) product in Service Centres. The incumbent will be responsible to gather stakeholders to gain consensus on new developments and to subsequently oversee and support their implementation. In tandem, general management of the CRM must be maintained through both unionized and management coaching and by liaising with the appropriate teams to resolve issues impacting service. 

Responsibilities include: 

  • Responsible to monitor queues within the CRM system and ensure inquiries are following the automated routing patterns without delay. 
  • Provide strong leadership and guide local managers on service issues, recovery actions and critical oversight. 
  • Engage and build strong relationships with all Customer Service teams and provide guidance/feedback on queue (service) performance related matters. 
  • Responsible to design and oversee the implementation of all new service-related channels in the CRM including the preparations of the business case, the overall implementation and project management of said innovations.  
  • Be a point of contact for Executives and regional Commercial teams to ensure all CRM related issues within Customer Service Centres are addressed and maintained.  
  • Liaise and work with all stakeholders (Commercial, Operations, Management and Unionized) on product enhancements, new development, and optimized solutions to increase efficiency and productivity. 
  • Prepare and distribute weekly, monthly, and quarterly reports to Cargo to capture trends and areas of improvement in Operations and Customer Service Centres. 
  • Create and regularly review training materials for all Customer Service Centres to ensure agents have the necessary skills and background to handle evolving customer related issues and to be able to proactively handle issues. 
  • Liaise with the Employee Development Manager and Cargo Training team to create annual recurrent courses specific to Customer Service with CRM technical training. 
  • Develop, implement and oversee a local CRM support network to provide regional support for Customer Service Operations.  
  • Responsible to create a sense of ownership and close collaboration across the workforce, so that all Customer Service Centre employees feel empowered to use their judgement and experience to make sound decisions.
  • Maintains current and accurate product knowledge and policies while staying in close communication with HDQ for changes and recommendations.
  • Develops and maintains strong relationships with Commercial, Operational and Headquarters teams.

Organizational Alignment:

  • Reports to the Director, Global Customer Service – Cargo. 
  • Enlist the support of local Customer Service Centre management and unionized employees. 
  • Closely coordinates company executive involvement with all new expansions of Customer Service channels. 
  • Works closely with CRM Analytics team to ensure proper development of applications and with the Commercial team to address customer concerns. 


  • University degree or equivalent. 
  • Knowledge and/or understanding of Salesforce CRM a requirement. 
  • Commercial or Operational background is an asset.  
  • Strong Customer focus with the ability to work under pressure, handle stressful situations and maintain flexibility. 
  • Ability to influence, convince and create mutually acceptable solutions in the context of conflicts. 
  • 5 years airline Operations experience, preferably in Cargo, Airports or customer service.
  • Must demonstrate significant achievements in specific quality areas and/or issues; proven superior interpersonal skills, writing skills and leadership capabilities. 

Conditions of Employment:

  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

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.