Executive Director, Customer

Toronto Pearson is transforming. Now's the time for your career to fly.

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada's leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you?

• An opportunity to grow, develop, and thrive within a dynamic, and fast-growing company alongside thoughtful and passionate individuals dedicated to their work and community.
• Eligibility to participate in our Group Health Benefits Program.
• A flexible hybrid work environment, continuous internal and external learning opportunities, and a meaningful reward and recognition program.

What can you expect from this position?

The Executive Director, Customer and Commercial Development plays a pivotal role in shaping Toronto Pearson's future as a leading global hub, by driving commercial innovation and delivering exceptional customer and airline experiences. Reporting to the Chief Commercial Officer, this enterprise leader is accountable for advancing the GTAA's financial sustainability through diversified non-aeronautical revenue streams while ensuring that commercial strategies are deeply aligned with passenger experience and airline partnership objectives.

This position sets the strategic direction for GTAA's commercial portfolio—spanning concessions, partnerships, real estate, ground transportation, customer experience, and airline and government agency relations and champions initiatives that enhance connectivity, optimize asset utilization, deliver to financial targets and elevate service standards.

By fostering collaborative relationships with airlines, government agencies, industry stakeholders, and commercial partners, the Executive Director ensures Toronto Pearson remains competitive, customer-centric, and resilient in a rapidly evolving aviation landscape.

As Executive Director, Customer and Commercial Development , you will:

• Develop and execute integrated commercial strategies that align revenue growth with world-class customer experience and airline engagement.
• Lead transformative initiatives in land use, concessions, and digital platforms to unlock new revenue streams and optimize asset utilization.
• Strengthen Pearson's position as a preferred hub by championing airline connectivity and collaborating with government agencies.
• Direct strategic partnerships and governance frameworks across ground transportation, real estate, and sponsorships to drive operational excellence.
• Oversee Customer and Airline Relations portfolio to deliver programs that enhance airline partnerships, government agency growth initiatives, and passenger experience.
• Inspire and mentor a diverse, multi-disciplinary team, fostering a culture of accountability, innovation, and high performance.
• Establish a unified vision for customer experience across 400+ onsite companies to enhance service quality and accessibility.
• Represent the organization in industry forums and airline committees to influence policy and strengthen critical commercial relationships.
• Oversee annual operating budgets and performance metrics while providing strategic recommendations to the Executive Team and Board.

This is the role for you, if you have:

• A post-secondary degree in Business, Economics, Finance, or Marketing (an MBA or post-graduate degree is preferred).
• At least 15 years of senior-level experience in strategic sales, business development, marketing, or new market entry from ideally within the airport or aviation space.
• A minimum of 15 years of management experience, with a proven track record of leading direct teams and cross-enterprise initiatives.
• Deep expertise in commercial and partnership agreements, including contract management and corporate financial terms.
• The ability to think strategically across the enterprise, linking complex information to create innovative and impactful business paths.
• Advanced skills in preparing and presenting business strategies and insights to Executive-level leadership and Boards of Directors.
• Strong negotiation and interpersonal skills, with the ability to manage competing interests and foster collaboration among diverse stakeholders.
• The ability to obtain and retain a Transportation Security Clearance.

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.