Passenger Experience And Customer Engagement

Description:

• Responsible for the preparation and execution of an annual business plan in concert with budgeting process. The plan will detail service goals, expected service performance outputs, resource inputs required to achieve these outputs, and the measures used to assess the performance against the goals.

• Develop and manage collaborative external relationships with senior levels of new and existing partner groups, including city officials, tourism and cultural officials and the art community.

• Liaise with senior levels of airline and agency partners, including station managers, as it relates to passenger programs intersecting with air carrier operations.

• Represent the Greater Sudbury Airport (GSA) through industry working groups, as it relates to passenger/customer engagement and experience.

• Manage relationships with external vendors/suppliers to develop designs and components and oversee the translation of design objectives into relevant aesthetics initiatives and programs that enhance the ambiance for passengers.

• Develop passenger programs, engagement, services, and experiences based on priorities as established through research, passenger insights and operations, in collaboration with internal/external partners.

• Develop and manage passenger programs to create a positive passenger experience, with an eye on influencing mindset.

• Lead analysis and develop strategies and tactics to ease passenger tension and increase experience in areas of key congestion or during construction.

• Manage the implementation of paid-partner programs, as associated to passenger engagement, entertainment, and experience.

• Develop peak period programming and seasonal planning, including unique alternatives to offer entertainment (such as live music program, engaging activities and programs tailored to the specific travelling season and holidays)

• Develop, create, manage, and deliver décor and experience objectives that enhance the passenger experience while in the terminals throughout the year.

• Manage holdroom standards, including seating level of service, look, feel, and variety of holdroom seating.

• Responsible for delivery of and end-to-end project management of Aesthetics and Ambiance projects/programs.

• Manage passenger amenities and programming, ensuring relevant products such as play areas, family planning, experiential activations, and business pods are available across both terminals and all sectors.

• Develop and manage the passenger and community communication strategies.

• Develop, implement, and oversee digital technology communications platforms to promote customer-facing communication.

• Develop and manage, with Information Technology, processes for the management of in-terminal digital assets and associated service level standards and life-cycle asset management.

• Develop and execute innovative digital marketing strategies to maximize community awareness and engagement in all airport activities; measure and adjust digital media efforts where required.

• Actively monitor airport’s online reputation and content; develop strategies to manage and track online content.

• Write and distribute internal and external communications including news releases, media advisories, public service announcements, etc.

• Act as Director, Terminal and Land Development’s representative when not available, including but not limited to attending management/Board meetings and managing/disciplining staff.

• May be required to work outside of normal or core business hours to coordinate airport activities, events, and emergencies.

• Participate in human resource management, including the hiring, promotion, or discharge of section personnel; perform annual performance appraisals and dispense discipline, as required; act as management representative at the first stage of the Grievance Procedure.

• Develop and maintain a thorough working knowledge of CGS’s Safety Manual and the applicable provincial legislation listed therein.

• Perform other related duties as required.