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Manager, Customer Experience - Cargo - 25570

Location: DORVAL, QC, Canada
Posting Start Date: Jan 11, 2021
Posting End Date: Jan 16, 2021


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 Experience is responsible for the development and management of the overall Customer Experience strategy, which includes Digital Channels, Call Centers, Social Media, and CRM Implementations across the branch.

  • Plan and implement the overall customer experience strategy
  • Hire, train, and motivate staff members to provide excellent customer service
  • Set objectives, analyze call centre metrics, and ensure that the goals are met or exceeded
  • Track, measure and report the overall customer service teams’ productivity and efficiency. 
  • Implement the necessary communication channels and protocols to exchange feedback with other departments as well as collaborate in achieving organizational objectives
  • Implement strategies and mechanisms to continuously capture customers’ Net Promoter Score (NPS) and drive initiatives for continuous improvement of customer service
  • Design the proper processes and protocols for optimal productivity levels
  • Track and measure productivity and compare to industry benchmarks
  • Set quantitative and qualitative objectives for the call center and CRM team
  • Define the CRM implementation strategy and involve all stakeholders in the process to ensure that it is a success


  • Bachelor’s degree/College Diploma in Commerce or related fields
  • Master’s in business administration (MBA) is an asset
  • Relevant experience in the Transportation/Aerospace industry
  • 5+ years of Customer Experience/Support or Account Management
  • Experience managing teams
  • Ability follow trends of new technological advancements/releases
  • Exceptional Customer Service Skills
  • Highly developed interpersonal, communication (written and verbal) and presentation skills
  • Ability to think strategically and to lead
  • Extremely high relationship and customer relationship management skills
  • Strong leadership and people management skills
  • Direct experience in establishing and achieving goals and targets tied to Customer Experience
  • Good understanding of Supply Chain Logistics is an asset
  • Experience working with E-Commerce is an asset
  • Ability to extract and analyze data and make decisions accordingly
  • Proficiency with CRMs such as Salesforce or other platforms
  • Proficiency in MS Windows (i.e. Word, Excel, Power point, Access, etc.)
  • Able to lead a high performing team to success through people skills, mentorship and coaching
  • Knowledge of union and non-union environments, contracts and labour relations is an asset
  • Experience dealing with high profile customers and ability to find resolutions to their concerns
  • Conflict and People Management skills
  • Experience in resource planning
  • Results oriented, with strong analytical and data processing skills
  • Excellent interpersonal skills
  • Proven time management and prioritization skills
  • Motivated self starter that can work with minimal supervision
  • Strong negotiating skills
  • Demonstrated leadership and decision-making abilities
  • Energetic Leader with strong motivation skills and a people first attitude

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.