The Manager Passenger Experiences is responsible for the development of the passenger environment and passenger experiential programs and amenities that support the achievement of GTAA objectives as well as Toronto Pearson Brand objectives. The incumbent will demonstrate a passion for our passengers by ensuring that all Toronto Pearson led activities and programming in the terminals resonates with passengers by being relevant, impactful and scalable.
Job Description
12 Month Term:
Key Accountabilities:
- Develop Amenity Programs including net new programs such as Smoking Areas, Pet Relief Areas, children’s play areas and identifying net new assets (program ideas);
- Develop GTAA owned experiential activities and participate in the development of third party/sponsored experiential activities such as Pan Am, Seasonal/Peak periods such as March Break and Holiday Decorating, the Welcome program and Comfort Seating programs;
- Manage ongoing sponsorship programming and development in conjunction with the Sponsorship and Advertising team including:
- Working with third parties to develop programming to meet Toronto Pearson goals and objectives;
- Ensuring the implementation and activations of Key Partner Programs (CIBC) meet Toronto Pearson objectives; and
- Identifying net new assets (program ideas) for sponsorship opportunities.
- Work with sponsor partners to develop co-branded activations and oversee sponsor activations ensuring Toronto Pearson objectives are met;
- Manage the Essentials Programs including the Chapel, Traveler's Assistance, and Wi-Fi;
- Manage Toronto Pearson Brand Aesthetics and is responsible for the translation of the brand into Terminal Aesthetics including seating, carpet, lighting, washroom design, greenery (interior and exterior);
- Manage program budget(s);
- Develop KPIs and metrics to measure program success;
- Build and develop Toronto Pearson passenger programming;
- Develop and create Peak Period Programming (March Break, Holiday) including developing unique alternatives to offer entertainment;
- Develop relationships with Communications, Service Delivery and Volunteer teams to support the scalability and impact of programs;
- Develop, manage and implement the Arts & Culture program;
- Develop a sustainable approach for bringing arts and culture into the terminals including the development plans to integrate art and culture as a component of all programming to ensure there is scale, impact and relevance to all activations; and
- Develop and maintain external relationships with tourism and cultural officials to engage and promote community partnerships through development of program initiatives.
Job Requirements
Qualifications:
- A Post-Secondary degree or diploma in communications, marketing, advertising, business or other related field;
- A minimum five (5) years of concurrent experience in developing and executing consumer-facing marketing programs, relationship management, account service, or monitoring the work of agencies or consultants AND in event planning/coordination, promotions and brand management;
- A minimum two (2) years of people management experience;
- Experience working with architects and interior or space designers is preferred;
- Understanding or knowledge of contemporary art including local, regional and national art, artists and art institutions is considered an asset; and
- Must meet the security level designated for the position or must be able to obtain and retain a Transportation Security Clearance.
Knowledge, Skills and Abilities:
- Knowledge and understanding of marketing fundamentals, channels, strategies and tactics;
- Demonstrated ability to develop and implement multi-partner/stakeholder programs;
- Ability to manage and/or implement work plans and develop work schedules;
- Must have strong negotiation and problem solving skills;
- Demonstrated ability to write professional businesses cases and briefs;
- Strong creative aptitude; Creativity and initiative to proactively develop innovative programs;
- Strong organizational skills to plan rotating programs while maintaining continuity of programs;
- Demonstrated ability to develop and manage complex program and project plans including on-time/on-budget performance;
- Demonstrated decision making skills and ability in making sound judgment;
- Proven ability to manage the big picture as well as the details of large scale projects with multiple stakeholders;
- Demonstrated ability to provide exceptional customer service focus;
- Demonstrated ability in relationship management and passenger satisfaction; and
- Must have a strong ability to handle multiple priorities and meet tight timelines.
Greater Toronto Airports Authority |
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