Digital Marketing Analyst

Manage and update Communications:

• Being responsive on social media, responding to customer comments.
• Monitor online channels with Lynx Air mentions and address or escalate as required to appropriate departments.
• Reviewing and updating website content ensuring pricing is accurately displayed.
• Ensure that website content is updated as required by internal stakeholders.
• Update passenger communications as required by internal stakeholders.

Chatbot Coordination:

• Oversee the operation and maintenance of the airline's chatbot platform to provide customers with accurate and timely information.
• Collaborate with the IT team to continuously improve the chatbot's capabilities, including enhancing its conversational abilities and expanding its knowledge base.
• Monitor chatbot interactions to identify common customer queries, trends, and areas for improvement.
• Develop and implement chatbot scripts and responses that align with the airline's brand voice and provide helpful solutions to customers.

Customer Support:

• Assist customers by providing information, resolving issues, and offering support through the chatbot platform.
• Escalate complex or sensitive customer inquiries to appropriate departments or personnel for resolution.
• Continuously enhance the customer experience by identifying opportunities to improve the chatbot's effectiveness and responsiveness.

Data Analysis and Reporting:

• Analyze data related to distribution channels and chatbot interactions to identify performance trends and areas for enhancement.
• Generate regular reports on distribution performance, chatbot effectiveness, and customer satisfaction.
• Utilize insights from data analysis to make informed decisions and recommend strategies for improvement.

Training and Documentation:

• Provide training to internal teams on the effective utilization of distribution systems and the chatbot platform.

• Bachelor's degree in Business, Marketing, or related field (or equivalent work experience).
• Proven experience in distribution management, preferably in the airline or travel industry.
• Familiarity with global distribution systems (GDS) and online travel agency (OTA) platforms is a plus.
• Strong communication skills with the ability to convey complex information clearly and concisely.
• Experience with chatbot platforms and artificial intelligence technologies is advantageous.
• Analytical mindset with the ability to interpret data and generate actionable insights.
• Exceptional organizational skills and the ability to manage multiple tasks concurrently.
• Customer-focused attitude with a commitment to delivering exceptional service.
• Proficiency in using productivity software and tools, including Microsoft Office suite.

We're an Equal Employment Opportunity employer that places value on the strength that diversity brings to the workplace and that prohibits discrimination or harassment of any kind. Our employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, colour, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, age, disability status, or any other characteristic protected by applicable law. We encourage all applicants who meet the requirements for the role to apply.

Interviews will be commencing right away, so don’t hesitate and apply today to be part of Canada’s changing aviation landscape! Cover letters are not required.