Inflight Customer & Crew Experience Manager

Fly Rouge; Mississauga; Hybrid; CAD 110,000 - 160,000; Full time

Job summary

Air Canada Rouge is seeking a senior communications leader to oversee onboard customer and crew experience, promote service excellence, and ensure consistent on-brand internal communications.

You will lead writing/editing, analyze feedback trends, drive employee engagement, and guide training programs like Foundations for Excellence. Travel may be required, and bilingual candidates are favored.

Qualifications

• Bachelors Degree in communications, or related field.
• A minimum of 5 years of communications and or management experience.
• Must have integrity, discretion, confidentiality and professionalism;
• Must possess and demonstrate strong Customer Service and interpersonal skills;
• Proven ability to lead, coach, and motivate;
• Strong organizational skills with proficiency in Microsoft Office products
• Demonstrated ability to effectively prioritize work, manage deliverables and handle multiple tasks simultaneously in a fast-paced environment.
• Able to think critically and exercise independent and sound judgment in anticipating needs and taking initiative.
• Excellent interpersonal skills, able thrive in a team-oriented environment.
• Ability to work independently and work well with others and communicate effectively to people on all levels.

Responsibilities

• Lead and execute the internal communications strategy across Air Canada Rouge, including writing, editing, content development and channel management, ensuring clear, engaging, and on-brand communications.
• Analyze customer feedback trends and develop targeted strategies to address insights through various avenues including internal communications and learning and development.
• Lead and oversee employee engagement and crew experience initiatives to strengthen culture, drive performance and enhance the employee experience.
• Oversee the design and delivery of customer service training Programs, including Foundations for Excellence, Annual Refreshers, and other service‑focused initiatives.
• Provide Rouge Crew with coaching, support, and direction through the Onboard Experience Mentor Program, ensuring alignment with corporate protocols and expectations.
• Collaborate with senior management to identify and address priority areas to maintain and improve onboard service delivery compliance.
• Own and monitor Customer Service Excellence KPIs; partner with key stakeholders to develop action plans and present updates to the Senior Leadership Team.
• Ensure the Air Canada Rouge Common Purpose and Quality Standards are embedded across all customer service touchpoints, internal communications, and daily operational activities.
• Oversee and continuously improve departmental business processes.
• Travel for business purposes when necessary.
• Support Flight Attendant recruitment activities as needed.
• Perform additional duties and responsibilities as delegated by the Senior Director, In‑Flight Services.

Skills

Leadership

Communication

Customer Service

Coaching

Interpersonal Skills

Organizational Skills

Teamwork

Problem Solving

Education

Bachelor's degree in communications

Tools

Microsoft Office

Job description

Air Canada Rouge is seeking a senior communications leader to oversee onboard customer and crew experience, promote service excellence, and ensure consistent on-brand internal communications.

You will lead writing/editing, analyze feedback trends, drive employee engagement, and guide training programs like Foundations for Excellence. Travel may be required, and bilingual candidates are favored.