Chef de service - Croissance et Rendement PME - Temporaire/Manager, SME Growth and Performance [...]

Air Canada; Dorval; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a passionate Manager of SME Growth and Performance to drive impactful customer interaction strategies. This role involves identifying new business opportunities, developing tailored solutions for SME clients, and ensuring the program's performance meets key metrics. The ideal candidate will possess strong analytical skills, a background in customer analytics, and leadership abilities to influence business growth. Join a diverse and vibrant team committed to shaping the future of aviation and making a significant impact on the business landscape. If you're ready to take your career to new heights, this is the opportunity for you.

Qualifications

• 5+ years of experience in customer analytics and revenue management.
• Strong analytical and leadership skills with a focus on business growth.
• Experience with data visualization tools and airline industry knowledge.

Responsibilities

• Identify new business opportunities and create business development plans.
• Develop strong relationships with SME clients and ensure their satisfaction.
• Lead the development of customer KPIs and provide insights for decision-making.

Skills

Customer Analytics

Revenue Management

Business Development

Data Visualization

Analytical Skills

Communication Skills

Leadership Skills

Time Management

Education

Bachelor's degree in Economics

Bachelor's degree in Commerce

Bachelor's degree in Business Administration

Bachelor's degree in Business Intelligence

Tools

PowerBI

Salesforce

Alteryx

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Access

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.

Are you an enthusiastic, passionate individual that can combine business goals and data to drive meaningful insights and customer interactions? Air Canada is seeking a Manager of SME Growth and Performance to lead the charge in managing the growth and driving powerful customer interaction strategies that will impact significant business growth and profitability for our small and mid-size Business (SMB) loyalty program. Join us in shaping the future of aviation and making a real impact on our business.

Responsibilities:

• Identify new business opportunities within the SME market, including partnerships, contracts, and routes expansion.
• Create and execute business development plans to meet and exceed revenue targets.
• Develop and maintain strong relationships with SME clients, understanding their unique needs and delivering tailored aviation solutions.
• Act as the primary point of contact for SME clients, ensuring their satisfaction and loyalty.
• Develop and implement strategies to expand the SME program's reach by identifying new markets, partnerships, and opportunities for growth.
• Continuously assess and improve the program's performance, ensuring that it meets or exceeds key performance indicators (KPIs) and objectives.
• Establish key performance metrics for the SMB program and provide insights for decision-making on commercial strategy both short and long term through business cases and analysis to achieve sales objectives vs. plan/budget.
• Collaborate with internal and external stakeholders, including SMEs, government agencies, and industry associations, to build strong relationships and promote the program.
• Provide business insights and understand customer touchpoints and interaction with the SMB program.
• Identify key drivers to increase conversion, product adoption, retention, and upsell/cross-sell.
• Prepare regular reports on program performance and present findings to senior management.
• Partner with key stakeholders from RM, Sales, Loyalty, and Marketing teams to drive business decisions grounded in insights and data, proactively identifying impactful business growth opportunities.
• Lead the development and optimization of customer KPIs and distill meaningful insights and actionable recommendations to guide customer and business strategies.
• Utilize data-driven insights to make informed decisions and refine program strategies.
• Drive continued innovation in evolving the program offer modeling and loyalty tactics most effective at engaging the SMB audience at scale, partnering with key stakeholders.
• Identify customer segments for targeted marketing programs and work in collaboration with Manager Customer Engagement to plan marketing strategies, campaigns, and incentive programs to deliver ROI-positive results throughout the customer lifecycle.

Qualifications

• Bachelor's degree in economics, Commerce, Administration, or Business Intelligence.
• Critical thinker who is not afraid to ask questions and challenge the status quo.
• Minimum of five (5) years of pertinent customer analytics and/or revenue management experience.
• Knowledge of airline industry systems and/or loyalty management industry, an asset.
• Experience in business development, partnerships & customer management.
• Experience with data visualization tools such as PowerBI, Sales Force, Alteryx, or similar tools.
• Proficiency with PC Windows applications such as Word, Excel, PowerPoint, and Access.
• Knowledge of digital marketing channels is an asset.
• Strong analytical skills required, including the ability to mine data and translate it into recommended actions to drive revenue growth.
• Solid knowledge of market analysis with the ability to interpret market information to identify revenue opportunities.
• Strong leadership skills with the ability to make business decisions and recommendations.
• Ability to work under pressure and with tight timelines.
• Excellent time management, organizational, and presentation skills.
• Excellent oral and written communication skills.

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.