Guest Experience Manager

2 weeks ago

Nanaimo, Canada VIFC Full time

**GUEST EXPERIENCE MANAGER (AKA The Undisputed Guest Champion)**

VANCOUVER ISLAND FERRY COMPANY | NANAIMO, BRITISH COLUMBIA

About Vancouver Island Ferry Company (VIFC)

Hi We’re the Vancouver Island Ferry Company, a modern Canadian ferry company transforming how we travel in British Columbia.

It’s all about being an easier, faster, and more modern ferry experience. VIFC will provide service between downtown Nanaimo and downtown Vancouver. We’re talking comfortable and reliable sailings in around 70 minutes, a seamless booking process complete with reservable seats, and refreshments that will be just that fresh. Say goodbye to the biggest pain points of travel and be ready to be welcomed aboard with a smile and a “hello”.

VIFC is an Equal Employment Opportunity employer. We are strongly committed to diversity and inclusion in our organization. All qualified applicants will receive consideration for employment regardless of their race, color, religion, sexual orientation, gender identity, national origin, disability, and any other category protected under applicable law. We welcome all qualified applicants who contribute to the further diversification of ideas.

The VIFC Culture

We are obsessed with the guest experience We aim to raise the bar in everything we do and will encourage employees to innovate and never settle for the status quo. Data and continuous improvement are key tenets of the organization. VIFC strives to create a fun and engaging environment where you can help shape the future of the organization. From top to bottom, each member of the VIFC team will be engaged across the company and even get direct experience on the vessels.

About the Role

The primary focus of the Guest Experience Manager is the development and implementation of the VIFC guest experience strategy and programs. These tactics will drive our experience principles and promote positive guest interactions and loyalty. With a heavy focus on data and analytics, the manager will lead with a deep understanding of our guests and the experience journey through a range of insights programs. These data points will inform the guest experience strategy and world class operational standards. This role will work cross-functionally across the organization to ensure our guests feel their journey was reliable, easy, and enjoyable.

**Responsibilities**:

- Be the champion for the guest experience across the organization by managing brand and guest standards via training, communication and experience audits
- Routinely analyses, plans, and executes new guest standards to ensure guest experience improvement
- Collaborates closely with our marketing, culture, and operational leaders to drive a world class guest-centric culture
- Supports cross-functional initiatives that support guest experience across all touch points in the customer journey from discovery to loyalty
- Ensures that the interests of the guest experience are present in planning and development of projects and initiatives
- Champions the customer-centric and data-driven approach to our service offering and experience
- Maintains a knowledge of best-in-class service standards and presents opportunities for development with leadership
- Works with the analytics team to capture guest feedback and data on guest journey and experience
- Data analysis and supplying regular updates through reporting for key stakeholders
- Develops the proper KPIs for effective measurement of the guest experience
- Strong analytical skills and proven ability to transform insights into experiences
- Maintains an understanding of industry-leading experiences and innovative solutions
- Provide support to the marketing team through data-driven insights and marketing segmentation

We’ve Here for You

We get it - sometimes things happen in life that you can’t control. At VIFC, people are our greatest asset, and we want to support you and those you care about beyond the paycheque. That’s why we’ve created a comprehensive health and wellness benefits program to promote your physical and mental well-being so you can perform at your best. Better yet, it’s flexible since one size doesn’t fit all
- 100% VIFC-paid premiums
- A robust, flexible health spending account - use it for additional health coverage should you need it and/or to support your personal wellness (like paying for your gym membership, sporting equipment, or activity classes)
- Don’t have a family doctor? No worries - we offer 24/7 virtual access to doctors or nurse practitioners to get medical advice or a prescription
- VIFC contributions to your RRSP

What We’re Looking For
- An individual who is obsessed with the guest experience, understands what delights our guests and supports the execution of a world-class service
- Undergrad Degree in Marketing, Hospitality and Tourism, or a related field
- 5+ years in guest experience or roles with a focus on guest experience strategy and management
- A demonstrated understan

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