Our client, a leader within the aviation industry who delivers innovative services and a world-class experience for their customers has retained our services to source a Manager, Passenger Navigation. As an important contributor to their whole “Customer Experience” they require a forwarding thinking approach to designing and executing navigation for large crowds in a complex environment.
Our client fosters a vibrant environment promoting employee engagement, innovation and provides a highly competitive total rewards package. Their employees are passionate about their work and are committed to teamwork, integrity and service excellence.
MANDATE:
This position is responsible for evolving the existing program and elevating wayfinding and signage program to one that is world-class. The role will lead the development and implementation of the passenger-facing, non-regulatory wayfinding and signage program which includes buildings, garages, train stations, roadways and digital assets.
The role is also responsible for other aspects of passenger navigation including mapping for static and digital assets.
RESPONSIBILITES:
- Strategic relationship development and management including relationships with stakeholders such as the Sign Shop, Commercial Team, Terminal Operations, Terminal Planning, Parking & Groundside Operations and various committees as well as external suppliers;
- Program Management including wayfinding and signage in terminals, parking garages, train stations, roadways and digital assets; Manage wayfinding and signage assets both static and digital;
- Responsible for evolving the existing wayfinding programs by building and expanding the existing program;
- Lead the implementation and ongoing management of digital signage elements;
- Develop meaningful wayfinding and navigation content while also assisting stakeholders as required in developing other meaningful content;
- Responsible for all passenger facing, airport complex mapping including requirements for static and digital platforms;
- Develop the outdoor and roadway signage policies and implement new programs; manage the program ongoing;
- Establish and manage primary and secondary passenger-facing, non-regulatory signage requirements;
- Leverage technology including mapping technologies;
- Lead the integration of parking garage and roadway signage into the main wayfinding portfolio to ensure consistent application of standards;
- Participate in the development of the Wayfinding and Signage strategic plan;
- Responsible for ensuring that the Signage Standards are consistently implemented;
- Lead the Navigation team and ensure the inspection of all signage including the assessment to replace, repair, maintain and add/take-away inventory is ongoing;
- Manage the continuous improvement of the program to reach world-class status; and lead a highly effective and collaborative department providing direction, guidance and support to junior staff.
QUALIFICATIONS:
- A Post-Secondary degree or diploma in business, environmental/experiential graphic design, graphic design, marketing, branding or an equivalent field.
- Minimum 5 years of experience managing complex projects with exposure to infrastructure planning and development.
- Minimum 5 years of concurrent experience managing high-performing teams with a proven track record for delivering results.
- Experience in environmental/experiential graphic design, graphic design, design planning, interior architectural design, branding, marketing and/or signage is preferred.
- Must meet the security level designated for the position or must be able to obtain and retain a Transportation Security Clearance.
- Must possess a valid Ontario Driver’s license.
KEY COMPETENCIES:
- Demonstrated ability to develop and manage complex program and project plans including on-time/on-budget performance.
- Must have strong problem solving and dispute resolution and decision making skills.
- Proven ability to manage the big picture as well as the specific details of large scale projects with multiple stakeholders.
- Demonstrated ability to influence, collaborate and negotiate with internal as well as with external stakeholders to achieve results.
- Demonstrated ability in relationship management and understanding how to drive customer satisfaction.
- Must have a strong ability to handle multiple priorities and meet tight timelines.
- Working knowledge of Outlook, Word, Excel, Power Point and data base management.
- Working knowledge of design software such as CAD is considered an asset.
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