Digital Content and Engagement Advisor

AIR CANADA; Dorval; On-site; CAD 65,000 - 90,000; Full time

Job summary

Air Canada seeks a Digital Content and Engagement Advisor to lead creation, governance, and continuous improvement of customer-facing digital content across Air Canada’s B2B channels. You will coordinate content, reviews, translations, and publishing workflows while ensuring accuracy, accessibility, and brand alignment.

You will work with Product, Technology, Commercial, Marketing, Revenue Management and Operations to transform complex information into clear customer experiences and enable our

Qualifications

• Bachelor's degree in communications, marketing, business or related field.
• 3+ years in digital content management and strategy.
• Ability to translate complex information into clear customer content.

Responsibilities

• Create, publish, and update customer-facing content across B2B platforms.
• Coordinate content reviews, translations, and publishing workflows.
• Collaborate with Product, Marketing, Sales and IT to enable customers.

Skills

Content management

Content strategy

Communications

Client enablement

Digital product support

Education

Bachelor's degree in communications

Tools

Drupal

Salesforce Commerce Cloud

Job description

Belonging to Air Canada is akin to belonging to a Canadian icon, Air Canada recently voted Best Airline in North America. Take your career to new heights by joining our innovative and diverse team at the forefront of passenger air transport.

The Digital Content and Engagement Advisor is responsible for the creation, governance, maintenance, and continuous improvement of customer-facing digital content, communications, and enablement materials across all B2B distribution platforms and programs for Air Canada.

Reporting to the Product Manager, the incumbent ensures that distribution partners, partner agencies, corporate clients, and internal stakeholders can access accurate, accessible, engaging, and timely information throughout their digital journey.

The Advisor combines strong skills in content strategy, communication, digital publishing, and stakeholder management to transform complex commercial and technical information into clear and actionable customer experiences. Working closely with Product, Technology, Commercial, Marketing, Revenue Management, and Operations teams, this person contributes to enhanced customer understanding, product adoption, and program participation through effective content and communications.

Responsibilities

Digital Content Management

• Create, publish, and update customer-facing content across all Air Canada B2B digital platforms.
• Coordinate content gathering, stakeholder reviews, approvals, translations, publishing, and ongoing content maintenance.
• Ensure content is accurate, up-to-date, accessible, bilingual, brand-compliant, and optimized for the target audience.
• Program-related communications and Customer Enablement
• Develop and manage program-related communications, including product updates, announcements, operational notices, campaigns, and stakeholder communications.
• Create client-facing enablement and training materials, including onboarding guides, knowledge base articles, presentations, webinars, and training resources.
• Collaborate with Product, Technology, Commercial, Sales, Marketing, and Revenue Management teams to support content, communication, and client enablement goals.

Documentation and Knowledge Management

• Manage client-facing documentation, including release notes, API documentation, FAQs, known issues, and support content.
• Provide guidance and recommend best practices in content management, governance, and digital publishing across teams and platforms.

Digital Marketing and Customer Engagement

• Support the creation, governance, and maintenance of digital marketing resources and rich content assets across all customer- and partner-facing distribution channels.
• Coordinate activities to foster customer engagement, including advisory forums, customer events, webinars, workshops, and feedback collection initiatives.
• Gather customer and stakeholder feedback, then transform these insights into recommendations to improve customer understanding, product adoption, and the customer experience.

Governance and Continuous Improvement

• Monitor content performance, customer feedback, and engagement metrics to identify opportunities for continuous improvement.
• Apply content governance standards that promote consistency, quality, accessibility, and alignment with business objectives.

Qualifications

• Bachelor's degree in communications, marketing, business administration, digital media, or a related discipline.
• At least three years of experience in digital content management, content strategy, communications, client enablement, or digital product support.
• Proven experience in creating, publishing, and maintaining content on websites, customer portals, digital applications, or other digital platforms.
• Excellent writing, proofreading, and editing skills; ability to translate complex commercial and technical information into clear, engaging, and user-friendly content for customers.
• Experience managing content governance, editorial workflows, stakeholder reviews, approvals, translations, and ongoing content maintenance.
• Strong project management, organizational, and stakeholder management skills; ability to manage multiple priorities in a fast-paced environment.
• Experience developing customer communications, instructional materials, knowledge base articles, presentations, training content, or customer enablement resources.
• Experience using analytics, customer feedback, and performance metrics to improve content effectiveness and the user experience.
• Demonstrated punctuality and reliability to contribute to the overall success of the team in a fast-paced environment.
• Proficiency in Microsoft Word, PowerPoint, and Excel applications.
• Fluency in French and English, both written and spoken, required.
• Experience with content management systems and digital publishing platforms required; experience with Drupal and Salesforce Commerce Cloud a significant asset.
• Working knowledge of HTML and CSS a significant asset.
• Knowledge of airline distribution, NDC, travel agency services, business travel, e-commerce, or B2B digital platforms a significant asset.

Employment Conditions:

Candidates must be legally eligible to work in the country concerned at the time an offer of employment is made and are responsible for obtaining work permits, visas, or other necessary authorizations. Proof of eligibility must be provided prior to the start date.

Language Requirements

All things being equal, 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 workplace that highlights the unique contribution of our employees to our business success.

As an equal opportunity employer, we encourage applications from a diverse range of candidates to build a workforce that is varied and representative of our customers and the communities where we live and serve.

Air Canada thanks all applicants for their interest, but only those selected for an interview will be contacted.