Digital Content and Engagement Advisor

Belonging to Air Canada is 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 distribution platforms and programs for Air Canada's B2B commerce.

Reporting to the Head of Products, 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, actionable customer experiences. Working closely with Product, Technology, Commercial, Marketing, Revenue Management, and Operations teams, this person contributes to better 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 maintenance of content.
• 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 enablement and training materials for customers, 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 customer enablement goals.

Documentation and Knowledge Management

• Manage customer-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 distribution channels.
• Coordinate activities to foster customer engagement, including advisory forums, customer events, webinars, workshops, and feedback collection initiatives.
• Gather feedback from customers and stakeholders, then translate this knowledge into recommendations aimed at improving 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 compliance 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, customer enablement, or support for digital products.
• Proven experience in creating, publishing, and maintaining content on websites, customer portals, digital applications, or other digital platforms.
• Excellent writing, editing, and proofreading skills; ability to transform complex commercial and technical information into clear, engaging, and customer-friendly content.
• Experience in managing content governance, editorial workflows, stakeholder reviews, approvals, translations, and ongoing content maintenance.
• Strong project management, organizational, and stakeholder management skills; ability to handle multiple priorities in a fast-paced environment.
• Experience in developing customer communications, educational materials, knowledge base articles, presentations, training content, or customer enablement resources.
• Experience using analytics, customer feedback, and performance metrics to improve content effectiveness and user experience.
• Demonstrated punctuality and reliability to foster overall team success in a fast-paced environment.
• Proficiency in Microsoft Word, PowerPoint, and Excel applications.
• Fluency in French and English, both written and spoken, mandatory.
• Experience with content management systems and digital publishing platforms, mandatory; experience with Drupal and Salesforce Commerce Cloud, a strong asset.
• Practical knowledge of HTML and CSS, a strong asset.
• Knowledge of airline distribution, NDC, travel agency services, business travel, e-commerce, or B2B digital platforms, a strong asset.

Employment Conditions:

Candidates must be eligible to work in the country concerned at the time an offer of employment is presented and are responsible for obtaining work permits, visas, or other necessary authorizations. Proof of eligibility must be provided before 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 the success of our company.

As an equal opportunity employer, we encourage a diverse range of applications so that we can 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.