Visitor Experience Manager Open Collapsible Content

1 month ago

Edmonton, Canada Explore Edmonton Corporation Full time

ABOUT THE POSITION

The Destination Stewardship business unit is focused on strengthening Edmonton experiences, expanding our market reach, and providing an exceptional experience in destination. The Destination Development team achieves this through the implementation of Explore Edmonton’s .  

Reporting to the Director, Destination Development & Travel Trade, the Visitor Experience Manager will take the lead on creating and executing an innovative and strategic visitor experience plan aimed at enhancing the overall experience of visitors to Edmonton. Taking a holistic and innovative approach, they will find ways to engage with visitors with the right information, at the right time, in the right channels and in the right place. The successful candidate will also oversee the management and mobilization of activations across the city, fostering personalized interactions with visitors to create memorable experiences. They will also work with the Research & Performance team to gather valuable visitor insights and data to further improve visitor engagement and satisfaction year over year. 

The successful candidate will be responsible to:

  • Craft and refine the long-term strategic vision and destination activation strategy for the Visitor Experience team, ensuring alignment with the organization's mission, values, and goals. 
  • Conduct thorough market research to understand visitor demographics, preferences, and emerging trends, and use these insights to inform strategic planning and decisions. 
  • Develop and deliver an operational implementation plan to enhance the overall visitor experience and support strategic goals, including resource allocation, timelines, and key milestones. 
  • Identify training and educational needs for part-time, seasonal or volunteer personnel (as needed). Develop a complete training and onboarding program, focused on exceptional visitor satisfaction.  
  • Stay informed and aware of changing industry trends and best practices, nationally and internationally, to bring innovative ideas and technologies to enhance the visitor experience strategy. 
  • Design and develop new programs, events, and initiatives aimed at increasing visitor satisfaction and engagement including the assessment of a City Pass program to promote tourism experiences. 
  • Research, and where appropriate, implement new tools for obtaining, managing and displaying information (big data and AI, etc) to improve visitor awareness of destination activities and manage the visitor experience more efficiently. 
  • Establish clear, measurable goals, and key performance indicators (KPIs) for improving visitor experience. Develop strategies to achieve these goals.  
  • Formulate and manage budgets for visitor experience initiatives, ensuring alignment with strategic priorities and financial sustainability. 
  • Develop communication plans to effectively convey strategic changes and initiatives to internal teams and stakeholders
  • Manage day-to-day operations related to visitor experience, ensuring smooth and efficient delivery of programming. 
  • Lead the YEG Expert Program, a front-line focussed advocacy and awareness program. Including expanding the awareness of and participation in the program to provide visitor-facing employees and residents with the knowledge, tools, and resources they need to be ambassadors for the city  
  • Lead the #YEG Edventure Days event, a resident-focussed pride of place program, including partner intake and coordination, collaborating with marketing a regional awareness campaign and event delivery 
  • Collaborate with internal and external stakeholders to gather insights and ensure alignment with the strategic vision for visitor experiences. 
  • Collaborate with post-secondary institutions to educate newcomers/ESL students on destination offerings and provide a community welcome on behalf of Explore Edmonton. 
  • Prepare and present reports on visitor experience metrics, program performance, and strategic initiatives to senior management. 
  • Monthly reconciliation of expenses and receipts within Visitor Experience budget; manage budget/forecasting process for unit. 
  • Work with HR to manage contracted event staff or recruit and manage company staff. 
  • Maintain accurate and up to date Industry contact records within databases. 
  • Maintain Visitor Experience programs through various technology platforms
  • Monitor and respond to visitor enquiries through all channels Live Chat, e-mail and voicemail 
  • Coordinate the purchase and pick up of promotional printing and visitor gifting. 
  • Complete project management administration requirements. 


The successful candidate will have the following:

  • Post-secondary education in business, marketing, tourism management, hospitality, or related field is required. 
  • Minimum of 5 years of experience in destination marketing or management, visitor experience management, or related roles. 
  •  Minimum of 3-5 years of management experience in a customer service delivery role and proven experience implementing new initiatives. 
  • Ability to articulate a clear vision for the visitor experience and guide the team towards achieving strategic goals and objectives. 
  • Proficiency in data analysis and performance measurement, with experience using analytics tools and software. 
  • Knowledge of the tourism industry, including trends, best practices, and regulatory requirements. 
  • Strong project management skills, with the ability to prioritize, and meet deadlines in a fast-paced environment. 
  • Excellent communication, presentation, and interpersonal skills, with the ability to engage and influence diverse groups of stakeholders. 
  • Creative thinker with a passion for innovation and a track record of developing successful visitor services and experience initiatives. 
  • Experience working with cross-functional teams and managing external vendors and partners. 
  • An understanding of international tourism markets and cultural differences
  • Knowledge of the City of Edmonton and Explore Edmonton products/experiences is considered an asset.
  • Ability to work evenings and weekends as required.
  • Valid Driver’s License


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