New Posting - Greater Toronto Airports Authority

Senior Representative, Passenger Engagement
Greater Toronto Airports Authority  Full-time, Permanent

Reporting to the Manager, Passenger Engagement, this position is responsible for the day-to-day management of passenger feedback programs, including, ASQ & Mystery Shopper programs. Duties include ensuring that surveying is completed quarterly, establishing and monitoring survey schedules, conducting data input and quarterly reporting.. The successful incumbent will also develop the tools and documents for monitoring compliance of suppliers/vendors to ensure the Toronto Pearson brand is accurately represented in activities. Job Description Responsible for implementing changes to the ASQ program Work with Manager and business owners to ensure work plans are being delivered Responsible for working with business units to ensure that work plans are relevant and drive change Establish processes and methodology to ensure ASQ surveys are conducted to standards quarterly Responsible for all related data entry and meeting reporting requirements Develop strategies, to ensure optimal in-market periods for surveying to deliver improved ASQ scores Manage and implement Passenger Feedback Programs including the implementation of feedback monitors and resources Create awareness of the programs and drive participation yielding results Develop strategies to educates stakeholders on the benefits of participating in the program and solicit participation (work closely with the TPEC team) Establish processes and methodology to ensure Feedback data is collected in a manner that meets all legal and regulatory requirements Deliver data entry requirements and program reporting Review vendors/suppliers performance and identify issues and courses of action to address and correct non-compliance issues Identify opportunities for changes/enhancements to program, researches industry best practices in service Support the integration of passenger feedback and make recommendations for changes to the passenger experience Support research and partner relationships Conduct public tenders and requests for proposals for program enablers such as staffing to facilitate the collection of surveys/data, promotional items and delivery assets Prepare tender/ proposal documents, consults with external and internal stakeholders (including potential proponents) in the preparation of implementation plans Evaluate and recommend the awarding of Service contracts; Implement activities to drive positive increases to ASQ and Mystery Shopper scores Performs customer service duties as required during peak periods by investigating complaints and drafting responses to customer complaints Administer programs as required; and Perform other duties such as special projects and assignments including sitting on GTAA committees as required Job Requirements Qualifications: Must possess a post-secondary degree or diploma in business, customer service, marketing, public relations, hospitality or communications Minimum three (3) years of concurrent experience in customer service program development, project management, operations or customer service is required Experience in program implementation or event/program activation and in managing and/or implementing work plans Experience monitoring the work of vendors/suppliers and dealing with multiple stakeholders is preferred Demonstrated understanding of how to provide optimum service to passengers Must have a valid Provincial Driver’s License. Must be able to obtain and retain a Transportation Security Clearance Knowledge, Skills and Abilities: Demonstrated ability in managing and implementing programs that yield positive impacts Ability to build work plans that deliver on program objectives Demonstrated customer-account service/relationship management skills Demonstrated ability in activations including mobilizing teams Working knowledge of Excel, Word, Power point and data bases Ability to analyze customer service data and highlight trends Strong attention to detail and demonstrated ability to multi-task Cooperation, collaboration and negotiation skills Demonstrated ability to write professional businesses cases and briefs Demonstrated interpersonal and problem-solving skills An understanding of airport services, airport agencies, and airport expectations is preferred Knowledge of passenger flows and terminal layouts is preferred; and Knowledge of GTAA customer service practices such as bench marking and performance indicators, priorities and polices is preferred For further information or to apply, please click here