Manager, Passenger Insights and Marketing

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canadas 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.

Whats in it for you!

As a GTAA employee, youll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance program (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Associate Director, Passenger Development, the Manager, Passenger Insights and Marketing is accountable for the development and oversight of strategic marketing programs designed to support the Greater Toronto Airports Authority (GTAA) commercial business, including retail, duty free, and food & beverage, and the development and management of a passenger research strategy.

As a people leader with a customer-centric approach, you will elevate the Toronto Pearson brand on a global stage, while developing an action-based approach to collaborate with business units and execute against insights and commercial marketing programs to improve passenger travel throughout the airport.

As Manager, Passenger Insights & Marketing you will:

• Work cross-functionally and collaboratively to lead the development and delivery of engaging marketing programs to support the GTAAs non-aeronautical business, including parking and ground transportation, duty free and specialty retail, and food & beverage
• Develop and deliver of strategic and creative briefs, campaign/plan development and execution to produce high-quality and effective commercial marketing campaigns
• Define the appropriate media for distribution of campaign tactics, including the management and oversight of tactic execution, including printing, production, and installation / activation
• Develop a comprehensive campaign performances metrics and Key Performance Indicators to analyze growth opportunities and campaign performance
• Dig deep into industry trends to identify issues and solve problems; have the capacity to manage multiple initiatives simultaneously with strong prioritization skills
• Work cross-functionally with in-house Communications, Digital, and Creative Design teams to drive marketing message consistency, plan, and support integrated creative marketing programs
• Ensure business objectives and marketing activations meet regulatory requirements, including the Official Languages Act and Accessible Transportation for Persons with Disabilities Regulations
• Manage the delivery of global benchmarking platforms, including compliance measures, as prescribed by ACI and Skytrax in a way which elevates the Toronto Pearson brand on a global stage
• Develop and manage the Toronto Pearson passenger feedback strategy
• Collaborate with business units to ensure the benchmarking results translate into actionable work plans to advance the passenger agenda and Customer Experience Strategy
• Develops and implements the Mystery Shopping program while working with business units to spot check quality of services, customer service, and programs
• Manage GTAA research requirements such as public sentiment, brand perceptions, passenger satisfaction and archetypes as required

The salary for this non-unionized position is competitive based on the successful candidates qualifications.

This is the role for you, if you have:

• Post-secondary diploma in business, marketing, or communications equivalent and relevant experience
• 3+ years experience in a management position with people leadership skills
• 3+ years of customer service experience
• 5+ years progressive work experience in marketing, focused on developing and executing integrated marketing plans
• 5+ years progressive work experience in data and analytics, focused on customer insights and translating customer data to operational recommendations
• Ability to obtain and retain a Transportation Security Clearance

Knowledge and skills you bring, that set-you up for success:

• Proficiency in business computer applications (MS Office, Project and Visio) superior interpersonal skills to establish and maintain effective and productive working relationships with domestic and international airlines, professional airport organizations, federal, provincial and municipal agencies and business leaders
• Proficiency in survey, data and analytics software (Qualtrics, Tableau)
• Demonstrated ability to develop and implement marketing processes or policies, and exercise sound independent judgment
• Superior oral and written communication skills; strong interpersonal skills and the ability to collaborate with cross‐functional business partners to achieve results
• A self-starter with the ability to work independently and as a team
• Ability to motivate others in order to achieve customer goals and objectives, often in a time sensitive environment; resourcefulness and the ability to contribute as part of a high performing team
• Solid project management skills and experience with the capacity to manage multiple initiatives simultaneously with strong prioritization skills
• Ability to negotiate with others and achieve mutual success
• Experience with relevant marketing and campaign Key Performance Indicators
• Flexibility to work weekends and odd hours for events

The GTAA is committed to Employment Equity and maintaining a diverse workforce. We ensure that our recruitment practices are supportive of this commitment.