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about 1 year ago
Sun Country Airlines
Location: Minneapolis, Minnesota
Job type: Contract/Locum
Contact: No Name
Category: Office
Key Subject Matter Expert (SME) in support of the core functional capabilities of the distribution solution platforms supporting our customer relations, loyalty, agency and marketing processes and goals.

Key Areas of Expertise:
  • Familiarity with systems supporting customer engagement, complaint management and specialty sales.
  • Customer Relations Management System (Emerald) - Partner with Customer Engagement
  • Content Management system (Magnolia) - Partner with Digital Marketing and Communications
  • Loyalty system processing (Ufly Call Center) - Partner with Ufly Marketing and Call Center
  • External Connections with loyalty, content and marketing systems
  • Supplier and client communication
Some Knowledge of:
  • Reservations process and flow via in-house and web systems
  • Payment handling (CC, Points, Vouchers)
  • Business Rules handling (such as deposit/payment policies, selling rules for ancillaries, promotions set-up, etc.)
  • Air Processing - Partner with Res & Airport Systems Analyst
  • Land Management functions (Pricing/Inventory/Margins, etc.) - partner with Product Ops.
Essential Duties and Responsibilities:
  •  Provide daily insight and support to the customer engagement, agency and marketing teams via-a-vis effective use of the CRM platform (Emerald), Ufly Call Center, marketing tools (TripCase, Exact Target), and the Content Management system (Magnolia).
  • Troubleshoot issues and partner with management to:
    • Identify, report, and track issues with ISO and/or vendors (e.g. Loyalty vender)
    • Identify process related issues and opportunities & develop recommendations for change
  • Develop and keep updated core User Acceptance Test (UAT) scenarios for Pacific and as they relate to customer engagement, agency, marketing and loyalty distribution efforts.
  • Manage business rules with Pacific for:
    • Payments
    • Promotions
    • Ufly Earn/Burn
  • Partner with IT QA team vis-a-vis unit and regression testing of new functionality in Emerald, Ufly Call Center, Magnolia and
  • Partner with Reservations Management to create and update all curriculum related to Res processes within Pacific/Emerald/Magnolia
  • Drive UAT for any new functionality delivered for Pacific/Emerald/Magnolia
  • Serve as Systems Administrator for Pacific and Emerald to grant appropriate permissions for system access
  • Bachelor's degree or equivalent work experience required
  • Minimum 3 years of travel industry experience
  • Strong attention to detail and the ability to work independently
  • Strong oral and written communication skills
  • Knowledge of Sun Country programs, policies, procedures, and reservations systems preferred
  • Strong PC skills including MS Word and Excel required
  • Ability to prioritize and successfully manage multiple projects/deadlines simultaneously

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