This position is responsible for providing an integrated view of how passengers feel about Toronto Pearson and for identifing what needs to be done to meet/exceed expectations while achieving business objectives. The successful incumbent will improve the richness and strategic usefulness of passenger insights by ensuring research and passenger feedback is gathered, organized, interpreted and shared in an efficient and timely manner, helping to guide both major strategic and more tactical decision-making as well as ssupport and deliver on Toronto Pearson’s brand promise to our Passengers.
Job Description
Key Accountabilities:
- Manage channels and processes, including reporting, training and rewards, for passenger feedback including ASQ, Mystery Shopper and other programs, to ensure that timely and consistent delivery of accurate and relevant information is available when required; communications channel content is relevant, timely and aligns with service delivery standards; and continuous improvement of said channels is managed and maintained;
- Responsible for reporting and updating the work plan quarterly to ensure airport goals are met;
- Manage and administer the development of an integrated Passenger Feedback and business Insights practice that leverages research, to help achieve business objectives and advance the organization’s overall understanding of our passengers;
- Manage GTAA custom research requirements such as Brand Perceptions, Passenger Satisfaction and Usage & Attitudes for GTAA business units as required;
- Manage and work closely with external research agencies with respect to the planning, design, analysis and interpretation of all Toronto Pearson research activities;
- Collaborate cross-functionally to ensure Passenger Satisfaction and custom research studies are designed to effectively meet business needs and interpreted appropriately;
- Analyze data and draw insights to make recommendations, guide business decisions and improve the passenger experience;
- Responsible for managing the airport’s interests and vetting all external, third party requests to conduct research on site;
- Develop the passenger service elements of the Toronto Pearson Brand which may include the development and implementation of standards throughout the airport that impact the passenger experience;
- Identify, develop and manage passenger service training opportunities and requirements for the GTAA;
- Manage the team responsible for passenger comments (complaints, inquires and compliments) and ensure that responses reflect and represent the Toronto Pearson Brand;
- Manage quality control and recommend all passenger service responses for the Executive/Senior team;
- Develop key passenger service initiatives and process improvements; and works with the team to develop passenger responses to major initiatives, programs and irregular operations that will impact our passengers;
- Develop and implement enhanced reporting tools and works cross-functionally with GTAA stakeholders to raise awareness of the importance of passenger service while inspiring a passenger service focused culture across the organization;
- Analyze trends and provide recommendations to business units regarding opportunities for passenger service improvements; and
- Identify, develop and manage passenger service training opportunities and requirements for GTAA which may include the development of a brand handbook or brand code of conduct for welcome centre and other front line staff.
Job Requirements
Qualifications:
- A Post-Secondary degree or diploma in business, customer service, marketing, research, public relations, hospitality, communications or a related field;
- A minimum seven (7) years of concurrent experience in developing and implementing customer engagement programs; managing multiple feedback channels including customer research, surveys, complaints channels, planning and implementing research and customer service tools; managing external research and survey resources; and developing and managing customer service training;
- Must have a minimum two (2) years of people management experience; 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:
- Demonstrated ability to develop Customer Relationship Management systems/tools;
- Ability to manage and implement initiatives that yield positive impact;
- Excellent customer service, management and leadership skills;
- Must have strong problem solving and dispute resolution skills;
- 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 to influence, collaborate and negotiate with internal as well as with external stakeholders to achieve results;
- 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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