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The Opportunity
The Member Service Centre Manager is responsible for the daily operation of the Member Service Centre including Membership and the full-service travel agency. As well the Manager is responsible for leading, inspiring and guiding their team of Personal Travel Planners and Member Service Counsellor's to continuous growth. The Member Service Centre Manager will optimize the performance of the centre by building and maintaining relationships with our Members as well as our internal customers by communicating effectively with corporate office. The Manager will ensure that the office is in compliance with all company policies, health and safety and other regulations applying to office facilities and assets and that office related operations are cost effective.
What you'll do
Responsibilities
Responsible for the managing of Member Service Centre activities including customer service, sales, administration, security and financial goals
Responsible for coaching and leading the Personal Travel Planners and Member Service Counsellors in achieving the goals and objectives of the branch and organization
Provide leadership and effectively manage the daily branch operation to ensure CAA Atlantic's Quality Standards are upheld. Work closely with other business areas to ensure a coordinated and high level of Travel and Member Services.
Develop and implement Local Area Business Plan and successful execution.
Encourage the promotion of preferred supplier sales.
Provide direction and scheduling to ensure the branch is fully operational at all times and working to optimum productivity levels.
The manager monitors branch performance and identifies opportunities to create efficiencies and customer service.
Ensure retention of existing Members and develop potential Members.
Communicate and implement tools to monitor and follow-up procedures and policies put in place by corporate office
Resolve dissatisfactions and follow-up problem files
Ensure adherence to CAA Best Practices guidelines.
Selling travel and contributing to the team's profit or revenue targets (a manager's target is generally 50% or less than their PTP's target, depending on their branch size)
What you'll need
Qualifications
Post-secondary travel courses
• Possess or be eligible to earn a CTC/CTM designation
• Previous Management experience
• Have a minimum of 7 years' experience in an office management role
• Extensive experience working in a leisure travel agency
• Possess the skills to lead a team through change initiatives
• Motivate others and build effective coaching techniques
• Be a team player with a desire to work in a progressive, fast-paced environment
• Have strong communication skills (written, oral and listening Have an unsurpassed commitment to customer service and sales
• Be skilled in the Galileo/Apollo reservation system and Focal Point Software
• Demonstrates an approachable, caring, friendly and customer service oriented attitude. Conducts him/herself in a manner that portrays fairness, honesty, and integrity
• Communicates openly and honestly and builds relationships based on trust, respect and caring
• Passionate about developing, motivating and coaching others
• Honors commitments and conducts themselves in the best interest of employees, members and the Association
• Professional individual who has a flexible approach to work issues
• Develops productive and cooperative working relationships
• Collaborative and team oriented individual who is accessible and approachable to all staff
• Flexible and adaptable
• Manage time effectively
• Have a solid understanding of Microsoft Office products
We're looking for
Core Skills
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A little bit about us
CAA Atlantic
CAA Atlantic
At CAA Atlantic, we're not just a company; we're a driving force in the modern world of Atlantic Canada. With a rich history dating back to 1947, we are deeply rooted in our region, but our vision is firmly fixed on the future. Our mission? To revolutionize the way people experience safety, travel, and well-being in the 21st century.
Serving our members with pride across the four Atlantic Provinces, we're not your typical organization. As a forward-thinking, not-for-profit, we're committed to pushing the boundaries of what's possible.
If you're looking to be part of a company that's leading the charge in modernizing the travel and safety industry, look no further. As a four-time recipient of the Most Trusted Brand in Canada over the past five years, we're on an unwavering journey to become the most trusted member-focused organization and top employer in Atlantic Canada. Join us and be part of the future with CAA Atlantic. Together, we'll drive innovation, ensure safety, and redefine the way Atlantic Canada experiences the world.
Why Work With Us:
- Challenging work with an amazing team
- Strong commitment to the community and giving back (more than $50K in charitable giving to the IWK Foundation, Ronald McDonald House Atlantic and the Janeway Children’s Hospital Foundation in 2022, in addition to many more)
- A competitive compensation package
- Generous paid time off based on professional experience
- Paid volunteering
- Telemedicine - provides you with 24/7 direct access to medical care and wellness services by phone or video chat
- Health and Safety of employees is the number one priority
- Complimentary Premier CAA Membership
- An in-house gym facility and/or corporate gym rate and partial reimbursement
- An innovative and dynamic work environment
- Ongoing learning and development opportunities
Our Vision: To be the most trusted and sustainable Member organization in Atlantic Canada.
Our Mission: To make a difference every day by anticipating, understanding, and exceeding the expectations of our Members
Our Core Values
- WE WILL BE BOLD We embrace change and encourage bold decisions to be made in pursuit of delivering positive impact and innovative solutions for our Members and our community.
- WE DO WHAT WE SAY Our Members and our Community know they can trust us to be there when we say we will, to provide the safety and security they can count on and deliver the great service they’ve come to expect. Our word is our bond.
- WE THINK DIFFERENTLY We create a culture built on being curious, embracing new ideas, backgrounds, and perspectives, which expands our thinking and leads to creative solutions.
- WE DO THE RIGHT THING We commit to operating in the best interest of others, upholding integrity and being transparent in our actions and decision making.
Diversity and inclusion at CAA Atlantic
As a member-driven organization, we are dedicated to building a workforce that reflects the diversity of the communities in which we live. It is important to us that every employee has the opportunity to reach their full potential, and we recognize that diverse perspectives enhance our collective innovation, creativity and allow us to provide amazing service to our Members.
Accommodation
Applicants should identify if they require accommodation during the competition process (on a confidential basis). All postings available in alternate formats upon request.
Are you interested?
Work With Us
CAA offers you:
- A competitive salary plus commissions
- Exceptional benefits package including health and dental insurance and pension plan
- Ongoing training and professional development
- Free Parking