06 Jan
Greater Toronto Airports Authority
Mississauga
Your way forward: Join Canada’s busiest airport as our next Associate Director, Passenger Development
Do you want to help transform Toronto Pearson into the global airport of the future? We’re committed to becoming one of the most advanced, sustainable, and passenger-friendly airports in the world – and we need your help. This is your chance to play an essential role: building the story of Pearson’s transformation and engaging meaningfully with a range of critical stakeholders to build trust and support for organizational mandates and priorities.
Position Summary:
Under the general guidance of the Director, Customer Experience and Development,
the incumbent will manage the delivery of Toronto Pearson’s Customer Experience strategy, oversee customer insights and passenger marketing, and the development and delivery of the organization’s passenger accessibility strategy.
The Associate Director, Passenger Development will improve the passenger journey at Toronto Pearson through the implementation, management, and continuous improvement of programs that elevate the airport passenger experience while leveraging strategy, research, and insights to enhance the travel experience.
As Associate Director, Passenger Development, you will:
- Lead the development and execution of a comprehensive customer experience strategy including service improvement initiatives, a customer-centric vision for all operators at Pearson, and a blueprint for an exceptional passenger journey
- Drive innovation and change by leveraging research, data and insights to develop and implement solutions that enhance the passenger experience
- Cultivate a customer-centric culture across all levels of the organization, uniting employees, partners,
and airport stakeholders towards a common vision and ambition for customer experience at Pearson
- Collaborate with organizations dedicated to assisting persons with disabilities, regulatory bodies, and airport stakeholders to not only ensure compliance with regulations and industry best practices, but also foster meaningful change that enhances inclusivity
- Develop and track objectives and key results (OKRs) to measure passenger satisfaction and ease of use while identifying areas for improvement across the passenger travel journey
- Build and maintain strong relationships with key stakeholders, including airlines, retailers, and government authorities
- Lead customer research and insights initiatives, including the development of new engagement tools and ways to analyze data that supports understanding passenger needs and preferences
- Enhance the passenger experience at every touchpoint,
including the development and implementation of programs to improve passenger flow, airport navigation, accessibility, and overall experience
- Develop and implement airport-employee engagement programs, recognizing customer experience wins, and promoting a culture of helpfulness across the 400 organizations that operate at Pearson
- Enhance the Toronto Pearson brand through effective passenger-marketing and communication strategies
- Oversee the financial aspects of customer experience programs, including capital and operating budgets
- Model the GTAA leadership behaviours to support and further the business’ vision through building and development of diverse, multi-skilled team
This is a chance to be on the frontline of history at Toronto Pearson. To do so, you will bring:
- Post-Secondary degree in Aviation Management, Business Administration, Marketing,
hospitality and tourism, design and innovation, or related field
- Minimum 7 years’ experience in an airport environment or similar with demonstrated experience in serving a large and complex customer base
- Minimum 5 years of experience in People Management (direct report or cross-functional)
- Ability to obtain and retain a Transportation Security Clearance
At Toronto Pearson, we value a wide range of experience. Consider this role if you have:
- Proven relationship management skills with internal and external stakeholders
- Demonstrated ability to influence, collaborate and negotiate cross functionally in a unionized environment, as well as with external stakeholders to achieve results
- Expansive business acumen and business improvement mindset to solution immediate issues and to identify trends, provide recommendations,
plans and implement corrective actions
- Excellent communication skills to effectively reach a broad audience of internal and external customers, and other key stakeholders
- Demonstrated interpersonal and problem-solving skills
- Ability to lead and participate in teams to establish and maintain effective and cooperative working relationships with others
- Ability to successful manage under pressure and respond to critical and or changing priorities
- Ability to learn and adapt quickly about business, goals and strategies
- Demonstrated experience working in a customer centric environment
- Strong decision-making skills and demonstrates a sense of urgency to deliver operational excellence
- Excellent proficiency with MS Office suite (Word, Excel, Outlook, Access and PowerPoint)
At Toronto Pearson our future is unlimited because we are building it. Our work is not just about building the foundation for the airport of tomorrow but the way to create careers in a cutting-edge work environment. Be a part of this once-in-a-lifetime chance to build our legacy.
What's in it for you!
As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.
Let’s do this together!
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