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Lead, Customer and Lifecycle Management Analytics - 27296

Location: TORONTO CENTRAL, ON, Canada
Posting Start Date: Nov 23, 2021
Posting End Date: Dec 3, 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.
 
 
The Lead, Customer and Lifecycle Management Analytics is a senior data science role within the Customer Analytics team reporting to the Director, Customer & LCM Analytics.  The candidate will demonstrate technical and subject matter expert with a strong focus on the Air Canada customer, Aeroplan member and lifecycle management by understanding, defining, and solving key business problems and identifying business opportunities in alignment with Air Canada’s loyalty and marketing objectives.  The role will serve to deepen Air Canada’s customer understanding, predict customer behaviors, and measure investment effectiveness.  
 
The successful candidate is a highly motivated individual with knowledge and practical experience in the application of data analytics, statistical modeling and machine learning techniques to large data sets.
 
This position may be located in Montreal or Toronto.
 
Principal Responsibilities:
  • Develop customer signals that will have a direct and measurable impact on business decisions and marketing actions through profiling, segmentation, smart analytics, and advanced analytic engines
  • Develop journey-based analytical solutions to support personalization strategies across all stages of the customer lifecycle (acquisition, cross-sell, upsell, retention, churn, etc.) and across all channels
  • Create effective profit-based segmentation models that decrease costs and maximize margin
  • Establish collaborative relationships with internal stakeholders understanding key business issues and proactively providing thought leadership, insight guidance and subject matter expertise
  • Be the recognized go-to expert for internal and external clients in the understanding and application of Air Canada’s data assets as they pertain to our members
  • Oversee the development of data requirements and measurement plans that accurately measure the success of CRM initiatives, execute on these plans and present effectively to key stakeholders
  • Responsible for overall project management including timelines, providing cross-functional stakeholder updates, and getting alignment at key decision points
  • Coach others on analytical processes, techniques and coding
  • Demonstrate initiative, a strong commitment to achieving meaningful results, and act on opportunities to create value
  • Respond resourcefully and show nimbleness when faced with new challenges and demands and move forward positively and productively under conditions of change or uncertainty

Qualifications

  • Master’s degree or equivalent experience in a quantitative field (e.g. mathematics, applied statistics, BI, econometrics, computer science, operations research, etc.) is required. Strong business acumen is essential
  • 5+ years of demonstrated experience using data to solve business problems leveraging advanced statistical analytics like regression-based predictive modeling, segmentation, cluster analysis, decision trees, etc.
  • 3+ years of CRM/Loyalty experience
  • 3+ years developing advanced AI/ML models for business application 
  • 1-2 years of experience in the application of analytical assets (data and models) for targeting through digital marketing channels and/or development of attribution or marketing mix models in support of digital performance and optimization
  • Experience using business intelligence reporting tools, PowerBI an asset
  • Expert knowledge of Databricks, Snowflake or other analytical platforms
  • Expert coding level in at least two of the following languages: SAS, SQL, R, Python, Pyspark and working knowledge of cloud environments
  • Ability to draw conclusions and use critical thinking to validate outputs
  • Excellent analytical, problem-solving and trouble-shooting skills
  • Good client liaison skills – able to work collaboratively and in partnership to deliver high quality data solutions
  • Passionate about the execution of ideas and strong attention to detail
  • A high aptitude for problem solving and a natural interest in understanding and explaining consumer behavior / business performance
  • Strong written and verbal communication skills with the ability to interpret and present results professionally
     
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.
  • Mandatory Covid-19 Vaccination Required
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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