Customer Experience Manager

Reporting to the Head of Digital and Customer Experience (D&CX), the Manager, Customer Experience is a highly collaborative role that is ultimately responsible for creating and maintaining a consistent, efficient, positive end-to-end customer experience.

The Manager, Customer Experience, is responsible for the delivery of the customer experience strategy at all touchpoints along the customer journey. This includes developing and maintaining customer-facing policies & procedures and product ownership of customer commercial products. The role is also responsible for the continual development and management of the feedback loop between customers and Harbour Air, ensuring the effective gathering of feedback and distilling into actionable insights.

• The Customer Contact Centre, which serves as an inbound touchpoint for customer queries, including those from third-party suppliers.
• Customer Care, which manages escalated customer concerns, including APPR queries.

WORK HOURS: Office hours (weekend and evenings as needed)

LOCATION: Vancouver

TERM: Full Time Regular

DEPARTMENT: Commercial

• Own the delivery and continual improvement of the customer experience strategy, including the development of standardized and consistent policies and processes to ensure every touchpoint along the journey is cohesive.
• Lead the development, execution, and on-going management of new commercial customer products.
• Stay current on customer-facing regulatory requirements to ensure compliance.
• In collaboration with the digital team, continually maintain a digital-first customer experience, leveraging modern, best-in-class technologies.

• Lead and own the processes for gathering feedback from customers across all touchpoints of the customer journey.
• Analyze the data from the customer feedback and develop actionable insights that help shape the customer experience strategy.

• Oversee the Customer Contact Centre (CCC), including Supplier Support, which receives all direct and third-party customer requests. Lead, motivate, and manage the team, providing coaching, training, and guidance to ensure high performance, productivity and achievement of goals and objectives. Set individual and team targets, monitor progress, and provide regular performance feedback to team members.
• Actively seek opportunities to continually improve the booking and reservation management processes with an eye for improving guest experience and efficiency. Optimize and leverage technology to drive improvements.
• Manage and lead operations of staff travel function, which includes administration of standby travel and interline travel.
• Lead the customer service and operationalization of the Harbour Air Club, Harbour Air’s loyalty program.
• Monitor and assess quality of customer interactions by CCC agents to ensure a high standard of service.

• Lead team that manages escalated customer inquiries and issues, ensuring concerns are managed promptly and professionally. Includes resolving customer issues related to flight experiences, APPR-related issues, baggage concerns, and other service-related matters. Note the Manager, Customer Experience, will be required to respond to some of the inquiries.
• Responsible for the analysis of customer care reports, reporting, and distillation of feedback into actionable insights. Where applicable, recommend and implement feedback-driven improvements to services.

• Collaborate with operations, marketing and other departments to ensure alignment between customer experience initiatives and overall business objectives.
• Represent the D&CX Team in cross-functional initiatives. Provide input on product and service enhancements based on customer feedback.
• Lead applicable projects as required.

• A minimum of 5 years’ experience in customer service, with 1+ in a leadership role. Preferably in aviation, travel or hospitality.
• Strong Microsoft Office skills (Word, Outlook, Excel, Teams, etc.) and ability/willingness to learn new software programs.
• Understanding of travel industry, aviation is desirable.

• Undergraduate degree in tourism, business, economics, or similar.

• Proven leadership and team management skills with the ability to inspire and develop a diverse team.
• Proven ability to lead cross functional projects and collaborate across the organization.
• Superior judgement and decision making for customer service including the ability to diffuse adverse situations.
• Ability and desire to lead teams through transformation (corporate, digital, process, etc.)

• Excellent written communication, including the ability to develop policies and procedures for teams across the organization to reference.
• Confident oral communication, with both internal and external…