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Careers at Canadian Affair

Canadian Affair is the leading tour operator selling tailor made packages to Canada. Want to be the best in the travel industry? We are!

So if you are looking to join one of the youngest, most dynamic hard working teams, then read on.

With an average age of 28, over 80 staff across 2 fabulous offices locations: Paddington in London & Glasgow City Centre, you'll not only enjoy what you do but also love where you work.

We have a passion for Canada, selling, being the very best as well as enjoying our jobs. Canadian Affair knows how to look after its staff, so you'll enjoy a great salary and benefits package that includes staff travel, contributory pension scheme and private health care and progression is always possible, as is the ability to move around our different office locations.

As highlighted in the Plimsoll Portfolio Analysis of the top 1500 travel companies Canadian Affair are ranked as follows:

  • • Sales/employee 4th place
  • • Remuneration/employee 8th place
  • • Sales growth 29th place
  • • Pre tax profits 30th place
  • • Overall Canadian Affair are among the top 50 companies listed as best trading partner.

So think you fit the bill? Want a new challenge? Are prepared to work hard and reap the benefits? Then send us your CV to ( and perhaps you could be joining our dedicated team soon!

Please note that due to the anticipated high level of demand it may not be possible to respond to all applications.

E-Commerce Manager - Canadian Affair

The Role:

Reporting into the Head of Marketing, as the Ecommerce Manager you will be responsible for developing, implementing, tracking and optimising our ecommerce strategy.

You will be focused on our online distribution and how customers interact with us. You will enjoy working in a fast-paced team where your contribution is key. Alongside marketing peers, you will work closely with commercial, product and operational departments to ensure our business is always online.



The individual will come from a strong marketing mix background, particularly B2C and will have specific expertise within the digital/ecommerce arena in the particular areas below:

• Own the overall Ecommerce function and work with external partners and internal stakeholders to deliver the optimum user experience, including purchase journey and conversion.

• Accountable for the technical and commercial success of the site, through project delivery and excellent planning skills, taking the lead in bringing innovative new solutions to the table.

• Website merchandising: Planning and implementation of new products, promotions and seasonal messaging.

• Managing and developing a direct report (Digital & Web Content Executive)

• Collaboration with internal stakeholders to achieve commercial objectives and KPIs.

• Responsible for identifying opportunities to lead the evolution of the Ecommerce function including identifying customer pain points and emerging customer needs and behavioural trends, develop a roadmap on ROI based prioritisation and production of business cases, working alongside all stakeholders.

• Coordinate the relationship between departments, understanding their requirements and turning those into a coherent ongoing strategy.

• Manage the agency responsible for the site. This includes large development work, bug fixes, support and maintenance. Working in an agile framework to ensure timely delivery.

• Harness the power of

• Responsible for the technical aspects of the ESP and CRM integration through Oracle Responsys

• Manage the integration of the ecommerce platform and our ERP (Dynamic AX)

• Keep up to date with web trends and developments and ensure we remain current.


The Candidate:

• You’ll be a great leader who inspires with a track record of getting teams working together and coaching and developing a direct report.

• Strong commercial acumen with at least four years’ experience, including previous experience as an Ecommerce Manager.

• Detailed understanding of ecommerce, with hands-on experience of customer journeys, online marketing, website analytics, CRO and technology selection.

• Experience of managing agencies and third parties to achieve targets.

• Great influencing skills with experience of taking people with you to achieve organisational goals.

• Experience driving large ecommerce projects from business case to delivery.

• Analytical and comfortable working with numbers and spreadsheets.

• Customer focused with a passion for delivering a great online experience.

• An inquisitive mind who is motivated to work both individually and as part of a team.
A hands-on problem solver.

• Natural planner, looking ahead, anticipating and escalating issues before they arise,
providing solutions and meeting deadlines.

• Working knowledge of online development and frontend design.

• Use and knowledge of ecommerce content management systems.

• Passionate, proactive and can-do approach.

• Creative thinker able to ‘think outside the box’.

• Meticulous, attention to detail.

• Excellent time management and ability to multi-task.

• Passionate about travel and discovering new cultures.

• Knowledge of Canada/travel to Canada: advantageous.


To apply: Please email your CV and covering letter to:

Sales Adviser


We are looking for experienced full time Sales Advisers who have a passion for travel and providing customers with friendly service.
The successful candidate will have a flair for selling and inspiring a dream in their customers. They must be willing to work hard, be a proven team player and very self-motivated with the experience of delivering targets in a challenging travel industry. They will be capable of handling customer queries and complaints whilst still able to stay motivated to sell.

Key Accountabilities and Activities

Selling the dream

• To be passionate on every call about the brand and the product we sell

Effective Communication

• To be inspired by the customer’s ideas for what they want from their holiday and to be able to translate that into an actual recommendation for a holiday

• To be passionate on every call about the brand and the product we sell

• To handle customer queries that involve admin which is not selling

• To handle customer complaints and resolve at first point of contact whenever possible

Target Driven

• An understanding of selling principles and to be able to close the deal

• To be focused and driven to achieve targets

• To maintain a positive mindset to overcome challenges and barriers to selling

• To be able to naturally respond to competition effectively and manage own expectations

• To be able to manage rejection of a sale so that you can move on without letting it effect you and your performance

Call Handling

• To achieve call handling quality targets by delivering the best service you can give

• To be focused on the customer demand as if they were in front of you by responding to busy periods quickly and effectively

• To be adaptable to change in shifts to accommodate business needs

• To put the customer at the heart of everything you do

Team Work

• Respect all team colleagues and provide a comfortable and friendly working environment

• To be willing to help and support your colleagues at all times

• Be strong in supporting and encouraging others to achieve their goals

• To be flexible to change to meet business needs and demands of the customer

Essential Experience, Educational and/or Training Qualifications & Certificates

• Experience in the contact centre environment preferable but not essential

• Experience in communicating with staff from different cultures and/or countries

• Strong selling skills

• High achiever

• Excellent communication skills

• Understanding of the travel/airline industry

Preferred Experience and Knowledge (type of experience)

• MS Excel/Word/Outlook & PowerPoint

• Experience in the Travel industry

• Experience in using travel systems

Necessary Technical/Functional Skills

• PC skills: Demonstrates familiarity and ease with use of PC equipment and software

• Communication skills –verbal and written-: Communicates effectively with customers and colleagues over the phone and in written transactions

• Language skills: English essential

Locations:London & Glasgow

Shift Pattern:You will be required to work within our shift pattern which are varied on a rotation between 08:30 – 21:00 Monday to Thursday, 08:30 – 20:00 Friday, 09:00 – 18:00 Saturday and bank holidays and 10:00 – 17:00 Sundays.

To apply: Please e-mail your CV and covering letter for the attention of

Team Coach

Department: Sales

Objective / Purpose of the Job

To develop and guide the sales team to optimise every sales opportunity and to identify areas requiring further training and development and to instil the business values:

Respect: We work as a team, with openness to the ideas and expectations of our colleagues, our customers and our partners.

Strive: We are professionals on a constant quest for excellence, tackling challenges methodically, efficiently and with integrity.

Responsibility: We go beyond our obligations to our customers, our colleagues, society and the environment.


Key Accountabilities and Activities

Coaching & Development 70% of your week

• Plan and conduct coaching sessions with each employee, documentation and follow up. Min 1 hour per agent per month for experienced and performing agents. Min 1 hour per agent per week for those less experienced (with the ability to identify and plan in more for those who require)

• Plan in 1 hour per week per agent for side by side call listening to include feedback summary

• Conduct 1 review per agent per month to summarise coaching improvements and areas of focus

• Create and manage coaching plans each month per agent

• To evaluate 1 call per agent per month and deliver the call feedback and ensure this becomes your focus for call listening


People management

• To be positive and open to feedback from the team for your own self development and actively take on board and make changes where required

• To keep communication open and supportive being mindful of individual needs and styles

• Ensure your team and own timekeeping and attendance is monitored and instances discussed with any areas of concerned escalated to your manager

• Ensure you and your team are always respectful of colleagues and customers and support the business focus and targets

• Areas of concern around performance to be escalated to your manager for further action


Responsibility & Customer satisfaction

• To be the first point of call for customer escalations and requested call backs – escalate any issues or areas of concern to your manager

• Use feedback from customers to plan in coaching with individuals or the team

• Be the responsible colleague ‘key holder’ on weekends and late shifts

• Be willing to step up to the challenge to support your manager and the business with any reasonable requests


Sales focus

• When not performing the above you will spend the rest of your week on the phones to keep in touch with our customer behaviour and use this time to allow others to observe you as a role model


Person Profile

Essential Experience, Educational and / or Training Qualifications & Certificates

• Experience in communicating with staff from different cultures and/or countries.

• Strong coaching and development skills

• Experience of managing performance


Preferred Experience and Knowledge (type of experience)

• MS Excel/Word/Outlook & PowerPoint

• Experience in a Sales environment

• Good understanding of @Com and Radixx


Required behavioural competencies

Functional Competencies

1. Coaching Others

2. Planning & Organising

3. Assertiveness

4. Empathy


Fixed Competencies

1. People Management

2. Communication

3. Managing Results

4. Delighting Customers

5. Teamwork

6. Continuous Improvement

7. Integrity


To apply: Please email your CV and covering letter to:


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