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Digital Content and Customer Engagement Manager - 27078

Location: DORVAL, QC, Canada
Posting Start Date: Nov 2, 2021
Posting End Date: Nov 4, 2021

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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.
 
Air Canada is looking for a Digital Content and Customer Engagement who can nurture a thriving online community for Air Canada’s business travel ecosystem. If you are passionate about travel, managing promotional, digital and support content, developing key campaigns and love improving the overall customer experience – we would love to hear from you!
 
What You’ll Do
As a Digital Content and Customer Engagement Manager, your key area of responsibility will be becoming the owner of content across several channels and several B2B products. You will be designing and delivering the best possible web content, managing internal and external communication, responding to critical customer messaging in real-time, and ensuring the customer experience is pleasant. This role will work across teams to coordinate content, manage tools, and customer journey touchpoints to ensure a consistent and seamless user experience across every possible customer-facing Air Canada channel. This position requires authoring skills, familiarity with user experience (UX) concepts, and the ability to see Air Canada’s B2B self-service space through the eyes of a customer.
 
Key responsibilities
 
  • Design and deliver content experiences that help B2B customers self-service at every step of the customer journey.
  • Manage real-time content updates and communications within our Customer Support team; participate in web experience design efforts and help promote self-service adoption both internally and externally with our customers.
  • Drive and collaborate on cross-functional efforts to simplify and automate customer contact drivers.
  • Support the marketing and communication strategy of the Air Canada NDC program and the NDC hub working closely with Distribution, sales and marketing teams.
  • Collaborate with Marketing Communication, Brand and E-commerce teams to establish a global vision, brand strategy, and the digital marketing roadmap for the Air Canada for Business program for Small and Mid-size Businesses (SMB), AC Connex and the Air Canada NDC program for agencies.
  • Collaborate with subject matter experts across the organization, including Support and Product, to create content and collateral for sales department.
  • Liaise with the Content and Marketing Programs teams, to manage and deliver relevant digital content across all customer touch points in the B2B environment for ACB, AC Connex and the NDC Hub
  • Understand audiences, and tailor content and communications channels appropriately.
  • Align with Air Canada Marketing team for brand voice and tone.
  • Collaborate with graphic designers to produce supporting visuals and infographics in alignment with the Air Canada for Business communication plan.
  • Prepare and manage the calendar for all scheduled content and coordinate with Sales Communication team.
  • Collaborate with Product, Legal, and Marketing business partners as needed.
  • Coordinate the translation and communication of support content.
  • Perform scheduled audits to ensure accuracy of information on website and functionality.
  • Ensure that content aligns with SEO guidelines for ranking.
  • Collaborate with other departments (IT, Operations, Ecommerce and Product teams) to develop the Air Canada B2B digital experience from awareness, conversion, onboarding to pre-sales and post-sales, including associated web portals

Qualifications

  • Undergraduate degree specialization in Communication, Marketing or a related field
  • 2-4 years of experience in digital content authoring, multimedia creation, web user experience design, content design, or content strategy
  • 2-4 years experience in program or project management
  • 2-4 years experience working cross functionally with tech and non-tech teams
  • 2-4 years of experience in customer support or similar operations
  • Experience using data and metrics to drive improvements
  • Experience managing complex content projects across multiple teams
  • Fluent in English and French is a must
  • Strong written communication skills, with a priority on writing for public-facing content
  • Ability to derive content opportunities using quantitative and qualitative analysis
  • Passionate about providing customers an effortless experience at every touchpoint
  • Organizational and time management skills
  • Must work well individually and in a team environment
  • Mandatory Covid-19 Vaccination Required as of October 31st 2021
 
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 responsibly 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
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