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CAA North & East Ontario's success depends on great people. If you are ready for the challenge, find your job here.

CAA North & East Ontario offers a wide range of career opportunities in our Head Office / Administration Center (Finance, IT, Marketing etc); our award winning Call Centers; Emergency Roadside Assistance and our full service CAA Stores. We are an equal opportunity employer with some excellent benefits.

If you are interested in submitting a general resume, please send it to jobs@caaneo.on.ca indicating which position you would be interested in.

Why work with us?

  • We help people develop their professional interests and support career development within the Club
  • We pay 100% of the individual full time employee premium for health/dental/insurance plan coverage* 
    (* for employees working a minimum of 30 hours a week for a minimum of one calendar year)
  • Generous paid time off policies
  • Defined Contribution Pension Plan
  • Our members are the best, and all our full time staff are members!    
    (* for employees working a minimum of 30 hours a week for a minimum of one calendar year)
  • We do good things for people.   As a not for profit, we advocate for passenger rights and safety on the roads.  We sponsor car seat clinics; offer free battery tests and a host of other member services.
  • We offer Educational Travel Tours (familiarization trips) to our travel employees.
  • Generous discounts on merchandise sold in stores and applicable discounts on travel.
  • You will not be bored! We are a medium sized employer (less than 200 employees) who do a lot of interesting things.  
    That means our employees are empowered to ask questions & provide input and we can act on it quickly.

Job Openings

Job Title: Marketing Specialist

Term: Full-Time, Permanent

Location: HYBRID: Work-From-Home / 1031 Bank St. Ottawa, ON

**Preference shall be given to candidates who reside in the Ottawa-Gatineau region**

Reporting to the Marketing Manager, Travel & Rewards, the Marketing Specialist develops and executes comprehensive marketing strategies across diverse channels, including mass media, direct marketing, and digital marketing. Their data-driven strategies engage our target audiences and differentiates CAANEO within the marketplace.

The Marketing Specialist is innovative and creative, constantly striving to generate new marketing ideas and captivate the attention of the target audience. They have a proactive and adaptive approach to handling dynamic marketing challenges and are instrumental in driving revenue growth and enhancing the overall customer experience.

The Marketing Specialist possesses excellent written and verbal communication skills, demonstrating their ability to convey ideas and messages effectively. They are equipped with strong project management and multitasking abilities, enabling them to handle multiple marketing initiatives with efficiency.

Responsibilities:

Marketing Strategy and Planning:

  • Develop and execute comprehensive marketing strategies across diverse channels, including mass media, direct marketing, and digital marketing.
  • Conduct market research to identify customer needs, preferences, and trends to inform marketing strategies and product positioning.
  • Collaborate with cross-functional teams to align marketing efforts with overall business objectives and product launches.

Campaign Development and Execution:

  • Support the creation of compelling messaging and visuals that resonate with target audiences and align with brand identity.
  • Plan and execute mass media marketing campaigns (TV, radio, print) to maximize reach and brand exposure.
  • Implement direct marketing tactics (direct mail, telemarketing, email) to deliver personalized and targeted communications.
  • Optimize digital marketing efforts, including SEO, PPC advertising, social media marketing, and email marketing, to engage with audiences effectively.

Data Analysis and Decision-Making:

  • Utilize marketing analytics tools, particularly PowerBI and Bloomreach, to analyze campaign performance, customer behavior, and key performance indicators.
  • Make data-driven decisions to optimize marketing strategies, improve ROI, and refine targeting approaches.
  • Conduct A/B testing and gather data to refine marketing campaigns and website performance.
  • Assist other members of the CAA Rewards team and partners in understanding the value of and setting up data capture to record Member transactions.
  • Use data collected from data capture to report on marketing success to internal and external stakeholders.

Requirements: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

  • Post Secondary degree/diploma in Marketing or in a related field.
  • Proven experience of 5 years in a similar Marketing role
  • Proven experience utilizing a wide range of marketing channels, including mass media, direct marketing, digital marketing, and event marketing.
  • Demonstrated knowledge of the loyalty program industry

Marketing Skills and Expertise:

  • Proficiency in marketing analytics tools and data-driven decision-making.
  • Experience with content creation software, such as Adobe Creative Suite (Photoshop, Illustrator, InDesign).
  • Knowledge of SEO strategies, digital advertising, and social media marketing.
  • Familiarity with marketing automation and Customer Relationship Management (CRM) platforms
  • Excellent written and verbal communication skills.
  • Strong project management and multitasking abilities.
  • Team player with exceptional interpersonal skills.

Compensation:

  • Salary: $60,000 - $65,000
  • Annual Performance Bonus
  • Health & Dental Benefits
  • Pension Plan.
  • 3 Weeks Vacation
  • CAA Membership.

Employment is contingent on a successful Criminal Background Check and references.

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

Apply to jobs@caaneo.on.ca

Job Title: Member Service Counsellor

Term: Full-Time, Permanent

Location: Work-From-Home

**Preference shall be given to candidates residing in the Ottawa-Gatineau and Eastern Ontario region**

Job Summary:

Within the Travel Services Call Centre, the Member Service Counsellor provides expert guidance to Members, addresses inquiries, resolves issues, and ensures overall customer satisfaction. They actively promote the benefits of CAA memberships and services, sell CAA memberships, sell Travel Insurance, and manage Member account updates.

The Member Service Counsellor engages in proactive outbound calls to ensures data accuracy and enhancement, executes promotional campaigns, and skillfully handles membership inquiries. They possess excellent customer service skills and thorough knowledge of CAA Member Benefits.

The Member Service Counsellor participates in lead generation activities, responding to Member inquiries, and scheduling appointments with Travel Consultants and Home & Auto Insurance Agents. They possess excellent communication skills, strong organizational skills, and the ability to work autonomously with minimal supervision.

Responsibilities:

Inbound Membership Service:

  • Efficiently manage member account updates, including personal information changes, billing preferences, and communication preferences.
  • Provide outstanding service to members by addressing inquiries, resolving issues, and offering expert guidance on CAA products and services.
  • Promote and sell CAA memberships, including upgrades, automatic renewal options, and additional associate memberships to eligible prospects and existing members.

Travel Insurance Sales:

  • Offer and sell travel insurance policies to Members, providing guidance on selecting insurance options that align with their specific needs.
  • Present pricing options and financial breakdowns transparently to clients.
  • Process payments, deposits, and refunds in accordance with company policies and industry standards.
  • Maintain accurate financial records and documentation.

Outbound Member Engagement:

  • Initiate outbound calls with the goal of proactively enhancing Member engagement and satisfaction.
  • Ensure the accuracy and completeness of Member information through data clean-up activities. Including welcoming new Members, issuing renewal reminders, addressing lapsed memberships, and efficiently managing payment declines.

Requirements:

Education and Experience

  • Travel Industry Council of Ontario (TICO) certification is required.
  • Proven experience of one (1) year in a retail customer service or sales role
  • Previous experience within a call centre environment is an asset.
  • Demonstrated knowledge of CAA Member Benefits

Technical Skills:

  • Proficient in Microsoft Product Suite (e.g., Word, Excel, PowerPoint)
  • Familiarity with CRM and database software
  • Familiarity with Telephony systems

Organizational Skills:

  • Attention to detail and the ability to multitask in a fast-paced environment:
  • Ability to manage multiple client requests and administrative tasks while maintaining customer service excellence.

Personal Attributes:

  • Exceptional interpersonal and customer service skills
  • Detail-oriented and accuracy-driven
  • Excellent written and verbal communication skills
  • Ability to work effectively in a team environment.
  • Self-motivated with the ability to work with minimal supervision.

Compensation

  • Wage: $18.59 per hour
  • Generous Sales Commission Structure
  • Health & Dental Benefits
  • Pension Plan
  • 2 Weeks Vacation
  • CAA Membership

Successful candidate is required to join Teamsters Local 91

Employment is contingent on a successful Criminal Background Check and references.

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

Apply to jobs@caaneo.on.ca

POSITION:  Supervisor, Sales Call Centres

LOCATION: Work-From-Home

**Preference will be given to candidates residing in CAANEO Territory**

Summary Description

Reporting to the Manager, Call Centre Operations, the Supervisor is ‘hands on’ in the oversight of the Travel Services Call Centre, Membership Sales Call Centre, and Outbound Call Centre

The focus of the position is operational excellence, which will be achieved by supporting the Manager in ensuring call quality; handling escalations; assisting with resolution of technical issues; and other duties as assigned. The incumbent will provide support for their team to meet budgetary and operational goals within the framework established by CAANEO policies and operating procedures.

Duties & Responsibilities

  • Support daily operations of the Call Center, including but not limited to, payroll, staff management, scheduling, recruiting, labour relations, customer relations. Outbound call lists.
  • Assist Manager to ensure corporate information and product and marketing related information is rolled out and incorporated into daily operations.
  • Conduct call reviews, assessing performance against identified criteria, escalating issues to department Manager
  • Handle escalations of challenging Member calls and complaints
  • Enforce compliance with policies, procedures, and safety regulations; may advise or assist employees in performing duties
  • Review timecards, ensuring accurate tracking of staff schedules and time off
  • Participate in training new call center staff

Requirements: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

  • Post Secondary degree/diploma in a related field. Travel Agency Certification from a recognized institution preferred.
  • TICO certification is required.
  • Proven experience of 3 years as a Call Centre Supervisor, preferably in a Sales and/or unionized environment across multiple businesses.
  • Competency in strategic thinking and leadership
  • Strong abilities in relationship management
  • Competency in project management
  • Strong teamwork and interpersonal skills
  • Strong sales skills and the ability to coach/train others in sales techniques and customer service issue resolution
  • Auto Club knowledge and familiarity with AXIS automation is an asset
  • Must be willing and able to work in-office for meetings or other company events

Compensation

  • Salary: $50,000 - $60,000
  • Annual Performance Bonus
  • Health & Dental Benefits
  • Pension Plan
  • 3 Weeks Vacation
  • CAA Membership

Employment is contingent on a successful Criminal Background Check and references.

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

Apply to jobs@caaneo.on.ca

POSITION:  Manager, Stittsville Travel Store

LOCATION: 5703 Hazeldean Rd. Unit 8, Stittsville, ON K2S 0P6

Summary Description

The Manager, Stittsville Travel Store is responsible for overseeing the efficient and effective operation of the CAA Travel Store. Reporting to the Director, Retail and Call Centre Sales, the Manager leads a team of skilled Travel Consultants, North American Travel Consultants, and Member Service Consultants, fostering a culture of excellence and delivering outstanding customer experiences.

The Manager’s primary focus is to promote and sell CAANEO's comprehensive range of travel, membership, and insurance products, ensuring sales targets are met and exceeded. They play a crucial role in driving revenue growth through strategic planning, sales analysis, and implementation of incentive programs to motivate the team.

The Manager is responsible for team management, training, and development, providing guidance and support to enhance the team's product knowledge, sales techniques, and customer service skills. They effectively communicate and collaborate with corporate partners in Marketing and Sales to contribute to the success of joint initiatives and marketing campaigns promoting CAANEO's products.

The Manager maintains compliance with industry regulations, such as TICO and IATA, and ensures PCI DSS compliance to safeguard customer payment card data. They collaborate closely with Travel Operations and Product Development to optimize travel-related services and stay updated on the latest industry trends.

Duties & Responsibilities

Leadership and Team Management:

  • Lead and inspire a team of Travel Consultants, North American Travel Consultants, and Member Service Consultants, providing guidance, training, and support to foster a culture of excellence and continuous improvement.
  • Conduct regular performance evaluations and create individual development plans for team members to enhance their skills and capabilities.
  • Ensure effective communication within the team and across departments, fostering a collaborative and positive working environment.
  • Handle staffing matters, including recruitment, scheduling, and resolving personnel issues in coordination with Human Resources.

TICO and IATA Compliance:

  • Ensure that the Travel Store operates in full compliance with the regulations set forth by the Travel Industry Council of Ontario (TICO) and the International Air Transport Association (IATA).
  • Stay informed about updates to TICO and IATA regulations and ensure that the team is knowledgeable about and adheres to all requirements.
  • Oversee the handling of customer complaints, refunds, and other issues related to TICO and IATA compliance.

Financial Management:

  • Prepare and manage payroll, time, and personnel records for the Human Resources Department.
  • Oversee cash handling, security, and financial transactions within the Travel Store.
  • Monitor budget and expenses, identifying opportunities for cost optimization and revenue growth.
  • Implement change management and new systems/procedures as assigned by management.

Operational Excellence:

  • Ensure complete service is provided to Club members and clients, personally and through staff, for all travel-related needs, such as Triptik order fulfillment, Travel Agency bookings for airlines, tours, cruises, hotels, cars, travel insurance, International Driving Permits, Passport photos, Auto Travel Routings, sales of new memberships, attraction tickets, boutique items, etc.
  • Administer Travelport and Axis automation systems, ensuring smooth operations and accurate bookings.
  • Maintain a controlled stock of materials used by the Travel Store.

Requirements: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and Experience:

  • Post Secondary degree/diploma in related field or equivalent relevant experience.
  • Travel Agency Certification from a recognized institution is preferred.
  • TICO certified; CTC/CTM (Required to pass TICO Supervisor/Manager Exam) required.
  • Three (3) years of management experience, preferably in an IATA approved Travel Agency.

Sales and Customer Service:

  • Strong sales and negotiation abilities, with a track record of achieving and exceeding sales targets.
  • Excellent interpersonal and communication skills, with the ability to interact effectively with customers, team members, and stakeholders.
  • A passion for travel and the ability to share that enthusiasm with customers and team members.

Operational Excellence:

  • Proficient in managing daily operations, payroll, scheduling, and customer relations, ensuring a complete and high-quality service for all travel-related needs
  • Exceptional leadership abilities, with experience in team management, training, and performance evaluation, fostering a culture of excellence and continuous improvement.
  • Strong financial management skills, including budgeting and expense monitoring, with the ability to identify opportunities for cost optimization and revenue growth.

Technology:

  • Proficient in using travel software for efficient travel bookings and itinerary management, including Global Distribution Systems (GDS) such as Amadeus, Sabre, Travelport Plus, and Apollo.
  • Proficient in Medallia, a customer feedback management software, to gather and analyze customer insights, enhancing service quality.
  • Familiarity with CRM (Customer Relationship Management) software for managing customer interactions and sales data.

Adaptability:

  • Ability to travel and work outside of regular business hours as required.

Compensation

  • Salary: $55,000 - $60,000
  • 10% Annual Performance Bonus
  • Health & Dental Benefits
  • Pension Plan
  • 3 Weeks Vacation
  • CAA Membership

Employment is contingent on a successful Criminal Background Check and references.

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

Apply to jobs@caaneo.on.ca