Director of Marketing, Customer Experience and Products
1 month ago
- Full-time
- Contract Type: Permanent - Full Time
- Job Category: Non-Unionized
Be part of the journey
Our mission is to be the preferred airline of our customers and our team.
Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day, such as becoming the first international tour operator to obtain Travelife certification for our commitment to sustainable tourism. We have also won the title of world's best leisure airline several times over. And this is just the beginning.
Want to join us? As soon as you're hired, you'll enjoy travel privileges to discover the world. You'll also have the opportunity to work in a modern, inspiring environment.
- The strategy and implementation of co-development, marketing and continuous improvement of all Air Transat brandproduct lines (Air Transat brand) and tour operator (Transat brand) with consumer (b2C) and business (B2B) customers.
- The strategy and implementation of the Voice of the Customer, a transversal program to monitor customer satisfaction throughout the Transat experience.
PRODUCT MARKETING
Working closely with the Commercial, Product, Revenue Management, Pricing and Program teams, the practice consists of defining and executing the positioning and marketing of all Air Transat and Transat offers and services in the Canadian and international markets.
In addition, this role will influence the development and continuous improvement of the product portfolio, based on the analysis of customer and market data and the identification of promising business opportunities. In this respect, it will be necessary to draw inspiration from the best practices in the field (Design Thinking).
In addition, it will be necessary to develop jointly with the flight operations teams, the in-flight service offer and the pricing teams the fare offer adapted to the identified market segments.
- Analyze the markets from the customer's point of view and the needs with high business potential.
- Analyze the product offer, the competition's offer and emerging trends to establish the appropriate positioning and promotion strategies.
- Manage the coherence of product lines and ranges according to the target markets.
- Define the USPs of the different product lines.
- Provide technical support to the sales network
- Define service offers in conjunction with flight operations
- Define pricing offers in conjunction with the pricing teams
- Manage the marketing of products (services, packages, ancillaries, destinations) in B2B and B2C.
- Manage Air Transat projects.
- Own the Qualtrics satisfaction measurement platform.
VOICE OF THE CLIENT
The practice is about continuously improving customer satisfaction through an outstanding, personalized and relevant experience. While developing customer recognition and retention plans based on their value to the business.
- Act as the voice of the customer within the company by consolidating all signals captured and likely to influence the strategy deployed;
- Act as a leader in the development of a global approach focused on the deployment of an outstanding and personalized customer experience to flight operations;
- Develop service standards and action plans for the continuous improvement of customer satisfaction for all our products and services and ensure their implementation, in collaboration with the sectors concerned;
- Monitor trends and best practices in the field of marketing and customer experience in the tourism industry;
- Leadership of the customer committee;
- Responsibility for the transversal customer journey;
- Implementation and maintenance of a customer recognition program;
- Responsibility for marketing projects, transversal to the company (ex: vaccination passport, digitization of the customer journey, etc...).
- Minimum of ten(10)years experiencein the airline industry.
- Minimum of five (5)years as amanager in marketing or revenue management or pricing
- Excellent oral and written communication skills;
- Bilingualism in French and English essential;
- Knowledge and experience in the airline industry;
- Experience in customer-focused product development practices (Design Thining)
- Expertise in the development and implementation of CX practices.
- Outstanding analytical skills, proven organizational skills and excellent team player;
- Availability to travel;
Employment Equity
At Transat, we foster an environment where inclusiveness, respect and equity reign. We endeavour to build a workforce that reflects the diversity of our customers as well as the communities to which we travel. We encourage women, members of visible minorities, ethnic minorities, aboriginal peoples as well as people with disabilities to submit their candidacy. Transat will accommodate people with disabilities throughout the recruitment and selection process. If you require an accommodation, please contact us in order to work together in meeting adequately your needs.
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