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 suncountry.com as they relate to customer engagement, agency, marketing and loyalty distribution efforts.
Manage business rules with Pacific for:
Partner with IT QA team vis-a-vis unit and regression testing of new functionality in Emerald, Ufly Call Center, Magnolia and suncountry.com
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