Digital Content and Engagement Advisor

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.

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

Reporting to the Product Manager, this role ensures that distribution and agency partners, corporate customers and internal stakeholders have access to accurate, timely, accessible and engaging information throughout their digital journey.

The Advisor combines strong content strategy, communication, digital publishing and stakeholder management capabilities to transform complex business and technical information into clear and actionable customer experiences. Working closely with Product, Technology, Commercial, Marketing, Revenue Management and operational teams, the role supports customer understanding, product adoption and program engagement through effective content and communications.

Responsibilities

Digital Content Management

• Create, publish and maintain customer-facing content across Air Canada's B2B digital platforms.
• Coordinate content intake, stakeholder reviews, approvals, translations, publication and ongoing content maintenance.
• Ensure content is accurate, current, accessible, bilingual, aligned with brand standards and optimized for the target audience.

Program Communications & Customer Enablement

• Develop and manage program communications, including product updates, announcements, operational notices, campaigns and stakeholder communications.
• Create customer enablement and educational materials, including onboarding guides, knowledge articles, presentations, webinars and training resources.
• Collaborate with Product, Technology, Commercial, Sales, Marketing and Revenue Management teams to support content, communication and customer enablement objectives.

Documentation & Knowledge Management

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

Digital Merchandising & Customer Engagement

• Support the creation, governance and maintenance of digital merchandising and rich-content assets across customer and partner distribution channels.
• Coordinate customer engagement activities, including advisory forums, customer events, webinars, workshops and feedback initiatives.
• Capture customer and stakeholder feedback and translate insights into recommendations that improve customer understanding, adoption and experience.

Governance & 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.

• Bachelor’s degree in communications, Marketing, Business Administration, Digital Media, or a related field.
• Minimum three years of experience in digital content management, content strategy, communications, customer enablement, or digital product support.
• Demonstrated experience creating, publishing and maintaining content across websites, customer portals, digital applications, or other digital platforms.
• Exceptional writing, editing and proofreading skills, with the ability to translate complex business and technical information into clear, engaging and customer-friendly content.
• Experience managing content governance, editorial workflows, stakeholder reviews, approvals, translations, and ongoing content maintenance.
• Strong project management, organizational and stakeholder management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Experience developing customer-facing communications, educational materials, knowledge articles, presentations, training content, or customer enablement resources.
• Experience using analytics, customer feedback and performance metrics to improve content effectiveness and user experience.
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
• Proficiency in Microsoft Word, PowerPoint and Excel.
• Fluency in French and English, both written and spoken, is required.
• Experience with content management systems and digital publishing platforms is required; experience with Drupal and Salesforce Commerce Cloud is considered a strong asset.
• Working knowledge of HTML and CSS is considered a strong asset.
• Knowledge of airline distribution, NDC, agency servicing, corporate travel, e-commerce, or B2B digital platforms is considered a strong asset.

Conditions of Employment:

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

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.