Manager, Customer Experience and Communications

4 months ago

Regina, Canada Regina Airport Authority Full time

Regina Airport Authority requires a Manager, Customer Experience and communications responsible to develop and implement the organization’s internal and external communications strategy, marketing, and customer experience programs. This position plays a key role in stakeholder relations, community engagement and supports revenue generating programs. The incumbent will directly manage communications activities that promote, enhance, and protect the organization’s brand reputation, including but not limited to, passenger services and concessions. This role will also oversee the quality of the organization’s concessions program, support the Air Terminal Building (ATB) commercial relationships and develop programs that enhance customer satisfaction for all major touchpoints. The incumbent will work closely with all divisions to look for opportunities to enhance customer satisfaction and to drive revenue through commercial programs related to parking, retail, food and beverage (F&B) and other customer facing revenue generating functions.

A B O U T R E G I N A A I R P O R T A U T H O R I T Y

Employment at RAA
- Competitive salaries
- Group Health Insurance Plan
- Defined Contribution Pension Plan (7.5% match)
- Personal Wellness Spending Account
- 4 weeks paid vacation leave
- 3 weeks paid sick leave
- 1 week paid personal and family related leave
- Meaningful work that makes an impact
- Career growth and promotion opportunities
- Recognition of employee service anniversaries
- Employee and family events
- Free parking

Learning and Training
- Robust training program including core, positional and enhanced training
- Encouragement of lifelong learning through education and training opportunities
- Team member review designed to focus on individual career development and ongoing coaching, support and feedback

Community
- Actively promotes and supports our community through several initiatives including sponsorships.

Communication
- Town-hall style staff meetings offered during the year
- Frequent communication through several different platforms
- Employee surveys
- Company intranet (“The Portal”)

R E S P O N S I B I L I T I E S
- While promoting safety awareness, perform all duties with an ownership attitude in compliance with corporate policies and procedures.
- Assist with ensuring appropriate incident command response procedures are carried out in the event of an emergency.
- Perform all duties and responsibilities in a manner consistent with the company’s Mission, Vision, and Corporate Values.
- Respond to operational emergency situations during and after standard hours of work for the purposes of resolving immediate concerns to ensure the safe and efficient operation of the airport.
- Provide leadership, supervision, motivation, and direction to team members such as recruitment, training, development, and performance management including conducting team member reviews and progressive discipline.
- Act as a corporate spokesperson on various matters that require a high degree of confidentiality and discretion.
- Focus on all areas of the organization that touch customers and stakeholders and create programs to enhance satisfaction and revenue.
- Enhance working relationships with the airport community, stakeholders, local governments, and First Nations, as well as community and business groups.
- Develop and promote initiatives related to revenue development and communications consistent with corporate business goals and objectives.
- Champion the content on the corporate website, social media, and external publications.
- Work with designers, writers, editors, and other creative staff to produce marketing high-level creative materials in accordance with messages and corporate values.
- Oversee signage program for the campus, with a focus on the terminal building and customer areas.
- Develop marketing and communications plans within budget requirements.
- Overseeing the official language requirements for Regina International Airport (YQR).
- Support commercial agreements and contracts for a wide variety of revenue sources related to concessions and parking.
- Provide direct report and designates, with media relations support, including the creation of press releases, talking points and related materials.
- Oversee the campus wide advertising program.
- Communicate and negotiate with partners for joint marketing activities.
- Monitor, evaluate, and report on competitor activities.
- Attend Regina Airport Authority (RAA) events and industry conferences.
- Lead and mentor team members on marketing, communications and online strategies while ensuring scope accuracy and compliance.
- Conduct market analysis to determine effective marketing strategies for in terminal and external advertising, concessions, and airline programs.
- Participate at various industry gatherings, is active in committees and associations where the interests of organization can be furthered.
- Develop appropriate policies an

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