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Customer Communications Copywriter - Downtown Toronto At Air Canada

Location: Toronto, Ontario

Job Description

Description

Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.

The Air Canada Creative Studio is seeking a talented Customer Communications Copywriter to join its vibrant in-house team to manage Air Canada’s customer-centric tone of voice in customer communications. The Customer Communications Copywriter will be responsible for working on external-facing materials including emails, websites, letters, customer-facing applications such as reservations and ticketing and various ad hoc communications materials. In addition, this role will include updates to related employee resource tools. As a member of the Creative Studio, the Customer Communications Copywriter may also support other marketing communications projects as needed including but not limited to tone & manner guides and creative copy development.

  • The incumbent is highly proficient at managing multiple projects at a time from concept through to completion and adept at the translation of technical or complex policies into concise, customer-oriented communications. The Customer Communications Copywriter must be competent at understanding how tone and manner can influence customer and employee perception of a brand. While some projects may require the use of external resources or other internal teams, this role is expected to be hands-on.

  • Effectively communicate and collaborate with the Creative Studio team and external agency partners to craft the content and brand voice for use across relevant customer and employee communications channels including emails, websites, internal technical guides and training

  • Deliver copywriting solutions that reinforce Air Canada’s brand voice and marry with visual elements to achieve desired brief objectives

  • Collaborate with product team, customer contact centres, employee communications, e-commerce and brand teams and external agency partners to build consensus amongst multiple stakeholder groups

  • Interpret, gain and communicate insights on competitor messaging to inform direction

  • Manage multiple projects at a time from concept through to completion

  • Provide quality control over projects to ensure brand voice consistency

  • Manage freelance resources as required to complete projects on time, budget and strategy

  • Work closely with product owners, subject matter experts, legal and marketing groups to ensure copy is factualy correct and meets brand standards

  • Participate in brainstorming sessions

  • Other duties as assigned

Qualifications


  • Customer-centric mindset who is passionate about improving the travel experience for customers

  • Proven skills in the translation of technical and complex policies and materials

  • Portfolio demonstrates ideas and copywriting across various media

  • Bachelor’s degree in Advertising, Journalism, English, Creative Writing, Communication, or related work experience.

  • Demonstrated and extraordinary communication and writing skills and meticulous eye for detail

  • Ability to familiarize yourself with technical or industry topics in a timely manner

  • Deftly manage and appreciate constructive criticism

  • Expectional time-management skills and ability to prioritize workload

  • Able to present concepts and be a team player to achieve the correct copywriting solution

  • Strong work ethic and ability to work with minimal supervision and under tight deadlines
Assets


  • Bilingualism (English and French)

  • Brand or agency experience


LINGUISTIC REQUIREMENTS

Bilingual (English and French)

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.