Job Description

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 2,100 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you!

We offer our GTAA members amazing benefits, including retirement planning, group health benefits, employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, Passenger Insights and Marketing, this position builds on the ongoing success of passenger insights and engagement programming. The role handles special projects within passenger feedback programs, including, Skytrax, ACI Customer Experience Accreditation, and the development of a Mystery Shopper program. It will also include working with the Commercial team to develop and execute a full marketing calendar. The successful incumbent will also develop the tools and documents for monitoring compliance of suppliers/vendors to ensure the Toronto Pearson brand is accurately represented in activities.

As a Senior Representative, Passenger Insights and Marketing, you will:

• Build and maintain relationships with Stakeholder Relations and Communications, Commercial, Aviation Services, Legal, Terminal Operations, Strategic Customer Development, and ADTS teams to support the delivery, maintenance, and ongoing success of passenger engagement programming.
• Be the advocate for new and engaging programs, elevating the passenger experience by providing helpful tools and programming, to assist passengers travelling through Toronto Pearson.
• Work with the Terminal Operations Team and IT to ensure passenger insights and marketing programming are aligned for day-of execution.
• Lead the organization’s involvement in Skytrax, JD Power, and other benchmarking programs that may arise from time to time.
• Manage internal and external communications process for awards, including updates to torontopearson.com , media releases, social and employee communications.
• Support processes surrounding passenger experience accreditations, audits and program expansion (ex: ACI Customer Experience Accreditation, Skytrax Star audit).
• Be responsible for GTAA special projects requiring research and insights support, and ad hoc research programs.
• Develop continuous improvement strategies to advise the public on the benefits of participating in the program and actively identifies new ways to solicit participation (including contests and reward opportunities).
• Develop a Mystery Shopping program, including reporting, training and rewards as well as recommending and implementing changes to the program.
• Manage and conduct public tenders and requests for proposals for program enablers such as technology, marketing agencies, or staffing agencies to facilitate the collection of surveys/data, promotional items and delivery assets.
• Evaluate and recommend the awarding of service contracts; implements activities to drive positive changes to the traveler experience.
• Review vendors/suppliers’ performance and identify issues course of action to address and correct non-compliance issues.
• Remain apprised of industry trends and standard methodologies for innovative marketing plans.
• Identify opportunities for changes/improvements to research programs, understands industry best practices in service improvements, and develops programs to improve the in-terminal traveler experience.
• Participate in capital project product design and review, working closely with IT, consultants, and trades to ensure programming is delivered in a cost-effective and time efficient manner.
• Work cross-functionally with in-house Communications, Digital, and Creative Design teams acting as the single point of contact for all commercial marketing and communications activities, delivering on the requirements of the broader Commercial and Customer Experience teams.
• Through a customer-focused lens, work cross-functionally and collaboratively to assist with the development and delivery of engaging marketing programs to support the GTAA’s non-aeronautical business, including parking and ground transportation, duty free and specialty retail, and food & beverage.
• Complete marketing communications requests, assist with the development and delivery of strategic and creative briefs, campaign/plan development and execution to produce high-quality and effective commercial marketing campaigns.
• Collaborate with all business units to define the appropriate media for distribution of campaign tactics, including the management and oversight of tactic execution, printing, production, and installation / activation.

This unionized position is classified at the Band 7 level, with an hourly wage of $45.97, based on a 37.5 hour work week. If you are the selected candidate, you must be available to commence the duties of the position once a selection decision has been made. As part of the competitive process, you will be required to complete a practical test. An eligibility list may be created.

This is the role for you, if you have:

• 5 years in customer service-related field, relationship management, or client engagement; experience with airport or airline customer service is an asset.
• Experience in program development and implementation, program activation, project management or process improvement.
• Experience with contract management, including supervising the work of vendors/suppliers and dealing with multiple stakeholders is preferred Steadfast commitment to passenger experience.
• Post-secondary Degree or Diploma in Business, Customer Service, Marketing, Research, Hospitality, Communications or other similar field. Able to obtain and retain Transportation Security Clearance.

Knowledge and skills you bring, that set you up for success:

• In-depth knowledge of airport facilities, how programs and processes intersect and impact the airport passenger experience.
• Knowledge of marketing principles, implementing strategies, and applying for optimal revenue results. Demonstrated knowledge of the broader airport operations, including an understanding of how airlines, agencies, and key partners contribute to the passenger experience.
• Knowledge of airport practices and standards in order to develop customer service standards for day-of teams.
• Knowledge and experience building program and project plans to deliver against deadlines and key objectives while responding to critical issues and changes in a dynamic environment.
• Experience working with business units to manage and implement customer service program changes that yield positive passenger experiences, as measured by ACI ASQ, Skytrax, and VoP programs through ‘courtesy and helpfulness of staff’ categories.
• Active curiosity to dive deeper into operational challenges and survey data to understand the root of issues – leaning on experience with specific areas of the airport operation.
• Skilled in negotiation tactics and strategies in dealing with internal and external partners requiring diplomacy and tact.
• Demonstrated professional and business writing experience.
• Leading project managers and teams accountable for project or program delivery, including timelines and budget.
• A strong creative aptitude and initiative will be required to challenge the status quo and develop innovative programming and training in a proactive manner.
• Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel).
• Strong interpersonal and facilitation skills to maintain strong relationships with internal GTAA departments and external organizations to facilitate timely and accurate delivery of passenger and public sentiment.
• Ability to provide guidance and structure to in-terminal surveying staff in a supervisory capacity, escalating issues of note to the Manager, Passenger Insights and Marketing.
• Ability to conduct root-cause analysis and produce reports on findings and systemic issues to effectively manage conflict resolution.

The GTAA is committed to Employment Equity and maintaining a diverse workforce.

We ensure that our recruitment practices are supportive of this commitment.